Senior Relationship Specialist - Newtown

Union Savings Bank•Newtown, CT

17h•Onsite

About The Position

The Senior Relationship Specialist is responsible for developing, maintaining and deepening customer relationships. This role involves accurately and effectively handling both sales and service transactions, promoting USB products and services, and assisting customers in understanding how their financial goals can be met with suggested solutions. The specialist will sell the value of products and close sales, maintain a working knowledge of all USB products and services, and stay current on offerings from partners and other business lines for cross-selling opportunities. They will support and engage in all branch, market, or bank sales initiatives, contests, campaigns, and promotions, and participate in sales-related projects. The role requires exceeding individual and branch goals (sales, service, cross line of business), actively sourcing and facilitating Bank at Work opportunities, and proactively reaching 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 Senior Relationship Specialist will assist in coaching and developing other team members as needed. In terms of customer service, the role demands consistently demonstrating service behaviors, putting the customer first, handling transactions accurately and efficiently, maintaining confidentiality, responding to customer concerns, and ensuring successful customer retention. Operationally, the role involves accurately processing transactions, including deposits, withdrawals, transfers, and negotiable items. It also includes processing and approving wire transfers, monitoring collections and fee rebates, and ensuring account documentation is compliant. The specialist will assist Branch Management in maintaining branch safety and soundness, distributing and training employees on policy changes, and making exceptions within approved limits. They will also review compliance and audit reports, assist in minimizing variances and exceptions, and monitor branch RCI, teller differences, overdrafts, and charge-offs. Compliance with S.A.F.E. Act regulations, Fair Lending regulations, and UDAAP regulations is mandatory. In Human Resources, the role involves actively supporting managerial decisions, setting a professional example, and effectively dealing with staff issues in the absence of Branch Management.

Requirements

Accurately and effectively handling both sales and service transactions.
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.
Perform 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.

Responsibilities

Developing, maintaining and deepening customer relationships.
Accurately and effectively handling both sales and service transactions.
Promoting USB products and services through branch banking sales and service processes.
Assisting customers in understanding how their financial goals are met with suggested solutions.
Selling the value of products and closing on the sale.
Maintaining a working knowledge of all USB products and services sold in the branch.
Keeping current on product/services offered from partners and other business lines to assist in cross selling efforts.
Supporting and engaging in all branch, market or bank sales initiatives, contests, campaigns and promotions.
Participating in sales related market or bank level projects or initiatives.
Exceeding all individual and branch goals (sales, service, cross line of business).
Actively sourcing and facilitating Bank at Work opportunities.
Proactively reaching out to new and existing customers including onboarding, upselling, setting appointments for financial reviews, etc.
Maximizing networking and community service events.
Leveraging all lead lists, top customer lists, household lists, business lists, etc. and enthusiastically reaching out to customers to deepen relationships.
Assisting in the coaching and development of other team members as needed.
Consistently demonstrating the service behaviors embedded in the USB Customer Service Commitment Charter and the branch banking sales & service process.
Putting the customer first by promptly acknowledging their presence.
Handling transactions accurately and efficiently, respecting customers time.
Maintaining the highest levels of confidentiality and privacy of customer information.
Responding to customer concerns to supervisors as appropriate.
Setting clear customer expectations and delivering as promised for follow-up.
Focusing directly on the customer, if working on another project quickly putting aside and interacting with the customer.
Projecting a professional positive outlook and demeanor at all times.
Providing coverage for service transactions as needed.
Accountable for successful retention of customers.
Performing essential duties by accurately processing transactions including but not limited to deposits, withdrawals transfers and negotiable items such as Bank Checks and Money Orders.
Processing and approving wire transfers within authorized limits.
Monitoring and maintaining collections and fee rebates.
Monitoring the account records, such as signature cards, POAs, and Business Resolutions to ensure documentation is completed correctly and within compliance.
Assisting Branch Management in maintaining the safety and soundness of the branch.
Assisting Branch Management in distributing, educating, & training branch employees on information/policy changes as needed.
Making exceptions within approved limits utilizing knowledge based on experience relating to policies and procedures.
Reviewing branch compliance and audit reports.
Assisting Branch management in minimizing and correcting variances and exceptions.
Monitoring/maintaining branch RCI, teller difference activity, overdrafts and charge offs.
Complying with all S.A.F.E. Act regulations including keeping registration information up to date and status as active.
Providing N.M.L.S. registration number to consumers upon request and in all written communications.
Complying with all requirements of the Fair Lending regulations.
Complying with UDAAP (Unfair, Deceptive Abusive Acts or Practices) regulations.
Actively supporting managerial decisions in a positive manner.
Setting a professional example for staff to follow.
Effectively dealing with staff issues or concerns in the absence of the Branch Management Team.