Retail Relationship Banker

COMMUNITY NATIONAL BANK•Overland Park, KS

16d•Onsite

About The Position

The Retail Relationship Banker delivers exceptional customer service to Community National Bank customers and prospects. The role identifies customer needs and provides advice and guidance about financial solutions in the customers’ best interests. The banker works collaboratively within the location, with CNB partners, and across other CNB locations to provide the desired customer experience and achieve business objectives. The position proactively engages existing and prospective customers through needs-based assessments, holistic financial conversations, outreach, and relationship building. It recommends products and services—including deposit accounts, cards, lending, home financing, and digital banking options—and supports teller transactions as customer traffic requires. The banker also makes personal lending credit recommendations, follows regulatory and bank policies, safeguards customer assets and privacy, and identifies and reports suspicious activity. The position is based at the Overland Park Office in Overland Park, Kansas. Work may occur at multiple locations according to market needs, and weekly schedules may vary in days, hours, and schedule. The work environment is primarily professional and deadline-driven, with interaction with internal team members and external customers; noise levels can be loud.

Requirements

Typically 2–3 years of relevant experience and a post-secondary degree in a related field, or an equivalent combination of experience in sales.
Experience in a consultative customer service or sales role, with a commitment to providing a personal customer experience, or ability to obtain retail banker conversation certification within 90 days.
Working knowledge of personal and small-business customer needs and solutions, including lending products.
Passion for helping customers and a strong commitment to exceptional customer service.
Ability to deliver a personal customer experience, focus on results, and thrive in holistic conversations and a team-based environment.
Resourcefulness and self-direction, with confidence approaching customers.
Readiness to collaborate and work in different capacities as part of a team.
Strong interpersonal skills and ability to build rapport and connections with customers.
Listening, problem-solving, flexibility, and creativity when addressing new challenges.
Good verbal and written communication, organizational, collaboration, analytical, and problem-solving skills.
High proficiency in MS Office and industry-specific software, and proficient math skills.
Strong attention to detail, dependability, and self-motivation.
Ability to stand and sit for extended periods, read computer screens, talk on the phone, move supplies weighing up to 50 pounds, reach, kneel, bend, climb, and balance; close vision is required.
Ability to perform the essential functions of the position, with reasonable accommodations considered in accordance with the Americans with Disabilities Act.

Nice To Haves

Experience in financial services.
Working knowledge of marketing promotions.
Cash handling experience.

Responsibilities

Proactively engage existing customers and prospects through needs-based assessments to grow loyalty and identify future opportunities.
Conduct holistic conversations to identify financial needs and recommend suitable products, services, and preferred banking channels.
Explain digital and self-service options to help customers bank easily, simply, and quickly.
Support customer teller transactions based on customer traffic.
Reach out to customers and prospects, generate appointments, and build new relationships within the community, including through outside business calls.
Address questions and resolve issues identified through audits or operations findings; ensure accurate data entry and compliant lending recommendations.
Make credit recommendations for personal lending transactions, including home financing, in accordance with bank credit policies and procedures.
Collaborate with colleagues and other CNB locations to support customer experience and business objectives.
Identify customer personal banking and credit card needs, incorporate relevant promotions and programs, and provide strategic advice.
Organize work information to ensure accuracy and completeness, and seek creative ways to make customer experiences personal.
Contribute to improvements in the location’s customer service experience and to business results.
Follow risk and compliance policies and processes to safeguard customer assets and maintain privacy.
Maintain knowledge of personal banking products, services, practices, trends, and account opening, closing, and maintenance processes.
Identify and report suspicious activity patterns suspected to be related to money laundering.
Protect bank assets and comply with applicable legal, regulatory, and ethical requirements.
Complete diverse tasks within established rules and limits, handle escalations when needed, analyze issues, and determine next steps.
Provide quality customer service, resolve problems efficiently, respond promptly, and identify solutions to general and urgent matters.
Keep knowledge current on industry developments and trends and consult a supervisor about financial concerns or other issues as appropriate.
Work collaboratively, accept additional assignments, and cross-train to provide coverage for other positions when necessary.
Represent CNB professionally at the workplace, community events, and through communications.
Attend requested meetings, recommend policies and procedures relevant to the area of responsibility, respond promptly to information requests, and answer telephone calls.
Follow CNB policies and procedures and perform other duties as assigned.