Senior Relationship Specialist - Mill Plain

Union Savings Bank•Danbury, CT

1d•Onsite

About The Position

This position is located at our Mill Plain Branch - 100 Mill Plain Road, Danbury Ct. The Senior Relationship Specialist will promote USB products and services through the use of branch banking sales and service processes. They will assist customers in understanding how their financial goals are met with suggested solutions, sell the value of products, and close on sales. The role requires maintaining a working knowledge of all USB products and services sold in the branch, staying current on partner and other business line offerings for cross-selling, and supporting all branch, market, or bank sales initiatives, contests, campaigns, and promotions. Participation in sales-related projects is expected. The goal is to exceed all individual and branch goals (sales, service, cross line of business). The specialist will actively source and facilitate Bank at Work opportunities, proactively reach out to new and existing customers for onboarding, upselling, and setting appointments for financial reviews. Maximizing networking and community service events, and leveraging lead lists to deepen customer relationships are key. Additionally, the role involves assisting in the coaching and development of other team members as needed. The position also requires demonstrating excellent customer service, handling transactions accurately and efficiently, maintaining confidentiality, responding to concerns, and ensuring customer retention. Operational duties include accurately processing various transactions, managing wire transfers, monitoring collections and fee rebates, ensuring documentation compliance, and assisting branch management with safety, soundness, and policy implementation. The role also involves making exceptions within approved limits, reviewing compliance and audit reports, minimizing variances, and monitoring branch RCI, teller differences, overdrafts, and charge-offs. Compliance with S.A.F.E. Act regulations, Fair Lending, and UDAAP regulations is mandatory. The role also requires actively supporting managerial decisions, setting a professional example, and effectively dealing with staff issues in the absence of management.

Requirements

Sales and service processes
Understanding of financial goals and solutions
Knowledge of USB products and services
Knowledge of partner and other business line offerings
Participation in sales initiatives, contests, campaigns, and promotions
Sales-related project participation
Exceeding sales and service goals
Sourcing and facilitating Bank at Work opportunities
Proactive customer outreach (onboarding, upselling, appointments)
Networking and community service event participation
Leveraging lead lists to deepen customer relationships
Coaching and development of team members
Demonstrating USB Customer Service Commitment Charter behaviors
Prompt customer acknowledgment
Accurate and efficient transaction handling
Maintaining customer confidentiality and privacy
Responding to customer concerns
Setting and meeting customer expectations for follow-up
Professional and positive outlook/demeanor
Providing service transaction coverage
Customer retention
Accurate transaction processing (deposits, withdrawals, transfers, negotiable items)
Wire transfer processing and approval within limits
Monitoring collections and fee rebates
Monitoring account records for compliance (signature cards, POAs, Business Resolutions)
Assisting Branch Management with branch safety and soundness
Assisting Branch Management with employee training on policy changes
Making exceptions within approved limits
Reviewing branch compliance and audit reports
Minimizing and correcting variances and exceptions
Monitoring branch RCI, teller difference activity, overdrafts, and charge-offs
Compliance with S.A.F.E. Act regulations (registration, updates, NMLS number provision)
Compliance with Fair Lending regulations
Compliance with UDAAP regulations
Supporting managerial decisions
Setting a professional example
Dealing with staff issues/concerns in management's absence

Responsibilities

Promote USB products and services through the use of branch banking sales and service processes.
Assist Customer in the understanding of how their financial goals are met with suggested solutions.
Sell Customer on the value and close on the sale.
Maintain a working knowledge of all USB products and services sold in the branch.
Keep current on product/services offered from partners and other business lines to assist in cross selling efforts.
Support and engage in all branch, market or bank sales initiatives, contests, campaigns and promotions.
Participate in sales related market or bank level projects or initiatives.
Exceed all individual and branch goals (sales, service, cross line of business).
Actively source and facilitate Bank at Work opportunities.
Proactively reach out to new and existing customer including onboarding, upselling, setting appointments for financial reviews, etc.
Maximize networking and community service events.
Leverage all lead lists, top customer lists, household lists, business lists, etc. and enthusiastically reach out to customers to deepen relationships.
Assist in the coaching and development of other team members as needed.
Consistently demonstrate the service behaviors embedded in the USB Customer Service Commitment Charter and the branch banking sales & service process.
Put the customer first by promptly acknowledging their presence.
Handle transactions accurately and efficiently, respecting customers time.
Maintain the highest levels of confidentiality and privacy of customer information.
Respond to customer concerns to supervisors as appropriate.
If follow up is required, set clear customer expectations and deliver as promised.
Focus directly on the customer, if working on another project quickly put aside and interact with the customer.
Project a professional positive outlook and demeanor at all times.
Provide coverage for service transactions as needed.
Accountable for successful retention of customers.
Performs essential duties by accurately processing transactions including but not limited to deposits, withdrawals transfers and negotiable items such as Bank Checks and Money Orders.
Process and approve wire transfers within authorized limits.
Monitor and maintain collections and fee rebates.
Monitor the account records, such as signature cards, POAs, and Business Resolutions to ensure documentation is completed correctly and within compliance.
Assist Branch Management in maintaining the safety and soundness of the branch.
Assist Branch Management in distributing, educating, & training branch employees on information/policy changes as needed.
Make exceptions within approved limits utilizing knowledge based on experience relating to policies and procedures.
Review branch compliance and audit reports.
Assist Branch management in minimizing and correcting variances and exceptions.
Monitor/maintain branch RCI, teller difference activity, overdrafts and charge offs.
Comply with all S.A.F.E. Act regulations including keeping registration information (including but not limited to name, home address and work address) up to date and status as active.
Provide N.M.L.S. registration number to consumers upon request and in all written communications in accordance with law, specifically on e-mail signatures and business cards.
Comply with all requirements of the Fair Lending regulations.
Comply with UDAAP (Unfair, Deceptive Abusive Acts or Practices) regulations.
Actively support managerial decisions in a positive manner.
Set a professional example for staff to follow.
Effectively deal with staff issues or concerns in the absence of the Branch Management Team.