Licensed Relationship Manager

Northwest Bank•Mishawaka, IN

16d

About The Position

The Licensed Relationship Manager is a customer experience champion and trusted financial professional. The role is the primary asset gatherer, retail investment sales leader, and relationship builder, and also assists with special projects as part of a team. The position assists the Manager with all phases of office operations, including opening, processing, and maintaining customer accounts; cross-selling Northwest products and services; and overseeing teller-area activities as needed. The role builds and grows a portfolio of retail clients, identifies client needs and sales opportunities, and supports clients in working toward financial goals. It also assists with office operations, staff support, consumer lending, compliance, security, and the implementation of business plans and procedures. The position is based at the Mishawaka - Church St location.

Requirements

High school diploma or equivalent preferred.
FINRA SIE, Series 6, and Series 63 in good standing upon hire, or pursued upon hire, required.
Current applicable state Life and Health Insurance License upon hire, or pursued upon hire, required.
Ability to establish effective working relationships among team members and participate in solving problems and making decisions.
Ability to communicate ideas and information clearly and concisely, orally and in writing, in a manner appropriate to the audience.
Ability to listen actively, share information, and facilitate the open exchange of ideas and information.
Ability to set courses of action to accomplish goals, track work progress, and use time and information resources effectively.
Ability to make sound decisions using perceptive and analytical processes and good judgment in ambiguous situations.
Ability to analyze financial and client data.
Ability to interact positively with clients.

Nice To Haves

2–6 years of customer service experience.
2–6 years of sales experience with investment and insurance products.
2–6 years of administrative or supervisory experience.
3–5 years of banking experience with an understanding of consumer lending.
Knowledge of Northwest products and services.

Responsibilities

Complete BAI and other required coursework.
Demonstrate basic knowledge of products and services.
Identify, retain, and grow a portfolio of high retail clients to achieve retail branch and investment goals.
Ensure compliance with Northwest Investment Services and broker/dealer policies and procedures.
Identify and convert service opportunities into sales.
Build relationships with clients to uncover and anticipate their needs in person and over the phone, driving deposit growth and investment sales.
Ask existing clients and business partners for prospect referrals and develop centers of influence.
Provide an outstanding client experience and refer clients to appropriate branch team members and cross-functional business partners.
Help clients work toward their financial goals and anticipate their financial needs.
Own client service issues until they are resolved to the clients' satisfaction.
Transact client business accurately, on time, and with operational proficiency.
Assist the Office Manager in maintaining a consistently high customer experience and support staff in meeting customer expectations.
Back up teller functions, open new accounts and services, and identify and resolve customer issues.
Assist with implementing the strategic business plan and CRM initiatives.
Make direct business calls, generate referrals, and maintain community presence and involvement.
Cross-sell Northwest products and services and assist with office workload and workflow.
Help implement changes, improvements, and new procedures; review and monitor daily statistical and management reports.
Proactively seek coaching to develop sales and service skills.
Manage teller workload and workflow, supervise vault operations and procedures, and maximize office security.
Attend educational and training seminars as needed and assist with recovery activity.
Cultivate relationships with corporate staff in Warren.
Understand and use Teller, Platform, and Lend Systems technologies.
Attend or co-plan regular office meetings and oversee and monitor cross-training of new and existing employees.
Assist with audit certification and staff scheduling.
Provide assistance to the Retail Lend Collections Department of Region Management for mortgage collection and REO matters as needed, and support corporate consumer collections efforts as required.
Quote loan and savings rates and terms; originate and process consumer loan requests; and assist with the mortgage loan process as required.
Maintain office security and compliance with company policies and procedures and federal and state regulations.
Use Microsoft Office, computer applications, and department-specific software to use technology tools effectively.
Work as part of a team and with on-site equipment.