Retail Relationship Banker

COMMUNITY NATIONAL BANK•Basehor, KS

14d•Onsite

About The Position

Delivers exceptional customer service to CNB customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interest of the customers. Works collaboratively within the location and with CNB partners and other CNB locations to deliver the desired customer experience and achieve overall business objective.

Requirements

Working knowledge of personal and small business customer needs and solutions (including lending products) working knowledge of marketing promotions if applicable
Experience in financial services is an asset but not required
Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications
Passionate commitment to helping our customers
Drive to deliver a personal customer experience
A focus on results and the ability to thrive in a holistic conversation and team-based environment
Resourceful self-starter with courage and confidence to approach customers
Readiness to collaborate and work in different capacities as part of a team
Strong interpersonal skills, including the ability to build rapport and connections with customers
An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges
Good verbal and written communication skills
Good organizational skills
Good collaboration and team skills
Analytical and problem-solving skills
Typically, between 2-3 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of experience in sales
Experience in a consultative customer service or sales role, with a drive to deliver a personal customer experience (or ability to obtain retail banker conversation certified within 90 days)
Cash handling experience preferred
Dedication to providing exceptional customer service
Strong attention to detail, dependable, and self motivated
Highly proficient in MS Office and industry-specific software
Proficient math skills
The physical demands described are representative to those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee must be able to stand and sit for extended lengths of time, read computer screens, talk on the phone, unpack and move supplies up to fifty (50) pounds, reach, kneel, bend, climb and balance. Vision abilities required for this job include close vision.

Responsibilities

Takes a lead in proactively engaging with existing customers and prospects by providing needs-based assessments to grow loyalty and future opportunities
Engage customers to have a full holistic conversation to help identify financial solutions and preferred banking channels while recommending and addressing both products and service needs (e.g. checking, saving, CD, money market, online banking, debit cards, credit cards, lending solutions, home financing (including small business needs and or commercial needs)
Offer clients advice and guidance on available digital and self-serve options with the goal of making banking easy, simple and fast.
Support customer teller transactions needs based on customer traffic
Engage customers to grow CNB business by reaching out, generating appointments, and building new relationships with the community
Addresses questions and resolves issues raised through our audits and or operation department findings and ensure accurate data entry and lending recommendation in compliance with legal and regulatory requirements and lending policies and processes.
Makes credit recommendations for personal lending transactions, including home financing, in accordance with sound credit granting principals set up by the Banks policies and procedures.
Acts as a key member of a collaborative and versatile location and market
Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer needs and provide strategic advice.
Organizes work information to ensure accuracy and completeness
Takes the initiative to find creative approaches that make each customer’s experience feel personal
Looks for ways to contribute to the ongoing improvement of the overall location customer service experience
Contributes to business results and overall experience delivered in the location
May work at multiple locations based on market needs: work schedule may differ from week to week in terms of days worked, hours and schedule interest
Follows through on risk and compliance processes and policies to ensure we safeguard our customers asset, maintain their privacy.
Maintain current knowledge of personal banking products, services, practices, and trends and integrates into customer conversations.
Maintain complete knowledge of how to open, close or conduct maintenance on accounts on the system
Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering
Complies with legal and regulatory requirements for the jurisdiction
Protects the Banks assets in compliance with regulatory, legal, and ethical requirements
Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees
Analyzes issues and determines next steps
Broader work or accountabilities may be assigned as needed.
Makes outbound calls to existing customers and prospects
Ability to conduct outside business calls
Support CNB’s strong relationship culture through quality customer service and superior product knowledge
Provide superior customer service by resolving problems efficiently and responding timely
Identify and implement solutions to problems in general and urgent matters
Actively seek to add and enhance knowledge regarding developments and current trends in the industry
Seek counsel of supervisor on financial concerns or other issues as appropriate
Work collaboratively with staff to maintain a team environment
Flexible to accept additional assignments as requested by leadership
Cross train for other positions to cover when necessary
Professionalism while representing CNB (onsite, professional and community events and via communications)
Participate and attend meetings as requested
Recommend policies and procedures as it relates to area of responsibility
Timely responses to inquiries for information to customers, staff and vendors
Answer telephone calls and provide a prompt response
Follow CNB’s policies and procedures
Other duties as assigned