Licensed Relationship Manager

Northwest Bank•Mishawaka, IN

18d

About The Position

The Licensed Relationship Manager is a customer experience champion and trusted financial professional who serves as a primary asset gatherer, retail investment sales leader, and relationship builder. The role supports special projects and works as part of a team, while assisting the Manager with office operations, including opening, processing, and maintaining customer accounts; cross-selling Northwest products and services; and overseeing teller activities as required. The position develops and grows a portfolio of retail clients, identifies service-to-sales opportunities, and helps clients work toward their financial goals. It also supports office operations, staff, compliance, lending, collections, security, and customer service. The role requires FINRA and state insurance licensing upon hire or pursuit of those credentials upon hire, as specified in the posting.

Requirements

High school diploma or equivalent preferred.
Two to six years of customer service experience preferred.
Two to six years of sales experience with investment and insurance products preferred.
Two to six years of administrative or supervisory experience preferred.
Three to five years of banking experience with an understanding of consumer lending 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 problem-solving and decision-making.
Ability to clearly and concisely present and express information orally and in writing, appropriately for the audience.
Ability to listen actively, share information, and facilitate open exchange of ideas and information.
Ability to plan and track work toward goals and use time and information 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.
Ability to navigate Microsoft Office, computer applications, and department-specific software.

Nice To Haves

Knowledge of Northwest products and services preferred.

Responsibilities

Complete BAI and other required coursework.
Demonstrate basic knowledge of products and services.
Identify, retain, and grow a portfolio of retail clients to achieve branch and investment goals.
Comply with Northwest Investment Services and broker/dealer policies and procedures.
Identify and convert service-to-sales opportunities.
Build relationships with clients by uncovering and anticipating their needs over the phone and in person, supporting deposit growth and investment sales.
Request prospect referrals from existing clients and business partners, and develop centers of influence.
Provide an outstanding client experience and promote referrals to appropriate branch team members and cross-functional partners.
Help clients work toward financial goals and anticipate their financial needs.
Own client service issues through resolution to the clients’ satisfaction.
Transact client business accurately, promptly, and with operational proficiency.
Assist the Office Manager in maintaining a consistently high customer experience and support staff in meeting customer expectations.
Provide teller-function backup, manage teller workflow, and supervise vault operations and procedures.
Open new accounts and services; identify and resolve customer issues.
Assist with implementing the strategic business plan and CRM initiatives.
Conduct regular direct business calls and referrals, and maintain community presence and involvement.
Cross-sell Northwest products and services and assist with office workload and workflow.
Assist with implementing changes, improvements, and procedures; review and monitor statistical and management reports.
Seek coaching to develop sales and service skills; attend educational and training seminars as needed.
Assist with recovery activity and maximize office security.
Cultivate relationships with corporate staff in Warren and attend or co-plan regular office meetings.
Understand Teller, Platform, and Lend Systems technologies.
Oversee and monitor cross-training of new and existing employees; assist with staff scheduling and audit certification.
Assist Retail Lend Collections Department regional management with mortgage collections 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; assist with the mortgage loan process as required.
Maintain office security and compliance, including compliance with Northwest policies and procedures and federal and state regulations.
Use Microsoft Office, computer applications, and department-specific software to maximize technology tools and efficiency.
Work as part of a team and use on-site equipment.