Senior Relationship Specialist - Newtown

Union Savings Bank - CT•Newtown, CT

14h•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 are met with suggested solutions. The specialist will also be responsible for maintaining a working knowledge of all USB products and services, staying current on partner offerings for cross-selling, and supporting sales initiatives. Additionally, the role requires proactive customer outreach, participation in networking and community events, and assisting in the coaching and development of other team members. Customer service is paramount, requiring consistent demonstration of service behaviors, prompt customer acknowledgment, accurate and efficient transaction handling, maintaining confidentiality, and responding to customer concerns. Operational duties include processing various transactions, managing account records for compliance, assisting branch management with safety, soundness, and policy dissemination, making exceptions within approved limits, reviewing compliance and audit reports, and monitoring operational metrics. Compliance with S.A.F.E. Act, Fair Lending, and UDAAP regulations is mandatory. The role also involves supporting managerial decisions, setting a professional example, and addressing staff issues in the absence of management.

Requirements

Experience in developing, maintaining, and deepening customer relationships.
Ability to accurately and effectively handle sales and service transactions.
Knowledge of branch banking sales and service processes.
Ability to assist customers in understanding financial solutions.
Working knowledge of USB products and services.
Knowledge of partner products/services for cross-selling.
Ability to support sales initiatives, contests, campaigns, and promotions.
Ability to participate in sales-related projects.
Ability to meet individual and branch sales and service goals.
Ability to source and facilitate Bank at Work opportunities.
Proactive customer outreach skills (onboarding, upselling, appointments).
Networking and community service event participation skills.
Ability to leverage lead lists and customer lists.
Ability to coach and develop team members.
Demonstrate service behaviors aligned with USB Customer Service Commitment Charter.
Ability to promptly acknowledge customer presence.
Ability to handle transactions accurately and efficiently.
Maintain confidentiality and privacy of customer information.
Ability to respond to customer concerns appropriately.
Ability to set clear customer expectations and deliver as promised.
Ability to focus on the customer.
Project a professional, positive outlook and demeanor.
Ability to provide coverage for service transactions.
Accountable for customer retention.
Ability to accurately process transactions (deposits, withdrawals, transfers, negotiable items).
Ability to process and approve wire transfers within authorized limits.
Ability to monitor and maintain collections and fee rebates.
Ability to monitor account records for compliance.
Ability to assist Branch Management with branch safety and soundness.
Ability to assist Branch Management with policy dissemination and training.
Ability to make exceptions within approved limits.
Ability to review branch compliance and audit reports.
Ability to minimize and correct variances and exceptions.
Ability to monitor/maintain branch RCI, teller difference activity, overdrafts, and charge-offs.
Comply with S.A.F.E. Act regulations.
Provide N.M.L.S. registration number upon request.
Comply with Fair Lending regulations.
Comply with UDAAP regulations.
Support managerial decisions.
Set a professional example for staff.
Deal with staff issues or concerns in the absence of Branch Management.

Responsibilities

Develop, maintain, and deepen customer relationships.
Accurately and effectively handle both sales and service transactions.
Promote USB products and services through branch banking sales and service processes.
Assist customers in understanding how their financial goals are met with suggested solutions and close sales.
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 customers including onboarding, upselling, and setting appointments for financial reviews.
Maximize networking and community service events.
Leverage lead lists and customer lists 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.
Set clear customer expectations and deliver as promised for any required follow-up.
Focus directly on the customer, setting aside other projects when interacting.
Project a professional, positive outlook and demeanor at all times.
Provide coverage for service transactions as needed.
Be accountable for successful retention of customers.
Accurately process transactions including deposits, withdrawals, transfers, and negotiable items.
Process and approve wire transfers within authorized limits.
Monitor and maintain collections and fee rebates.
Monitor account records 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, and training branch employees on information/policy changes.
Make exceptions within approved limits 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 up to date and maintaining active status.
Provide N.M.L.S. registration number to consumers upon request and in all written communications.
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.