Job Description

Job Title: Relationship Banker

Department: Retail

Date Revised: August 2024

Reports to: Branch Manager or Assistant Branch Manager

Officer Status: None

FLSA Classification: NE III

General Position Summary and Purpose:

The Relationship Banker provides exceptional customer service by making themselves forefront and available at all times in order to effectively assist the customer. The role is responsible for greeting and assisting customers, troubleshooting any problems or concerns, and taking customers to the next level of account management. The Relationship Banker actively seeks to build, retain, and strengthen customer relationships through the Relationship-Oriented Sales Philosophy.

Career Competencies:

Builds Networks

Customer Focus

Instills Trust

Resourcefulness

Collaborates

Decision Quality

Manages Complexity

Self-Development

Communicates Effectively

Ensures Accountability

Optimizes Work Processes

Situational Adaptability

Essential Duties and Responsibilities:

Delivers outstanding customer service by executing financial transactions in accordance with bank policies and procedures.

Greets each customer and provides an overall positive customer experience while assisting them with their individual banking needs.

Processes customer transactions accurately and efficiently.

Maintains an acceptable record in daily drawer balance

Balances coin counter, cash recycler, and ATM as assigned

Assists co-workers in solving routine problems

Continuously learns new and existing products through sales aids (features, benefits, fees, disclosures, etc.)

Follows up on documentation and customer requests, ensuring proper documentation and follows compliance guidelines.

Embraces Claremont Savings Bank’s “Relationship-Oriented Sales” philosophy and effectively executes referral and sales skills to deepen customer relationships through added products and services.

Processes CSB Consumer Loans to include educating the customer on products, making appropriate recommendations and closing the loan. (In person and online applications).

Independently processes domestic and foreign wires while adhering to bank policy and procedures.

Resolves problems independently while knowing when to consult higher authority.

Processes and provides support for advanced products and services including Business/Trust/Estate accounts, Retirement Plans to include IRA’s and HSA’s. Opening/closing safe deposit boxes, etc.

Proactively educates and assists customers with all technology sources and products such as: ATMs, On-line Banking, Bill-Pay, Mobile Banking, and Voice Response Systems.

Opens new accounts and services both new and existing customers by utilizing a variety of methods including in person, electronic, telephone and mail correspondence.

Adheres to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets.

Participates in a Saturday work schedule rotation.

Meets assigned company strategic goals including cross-sells, referrals and sales of products and services.

Other Duties and Responsibilities:

Ensures all departmental documents and activities are performed in compliance with applicable laws, regulations, policies and procedures as applicable to this position, including completion of required compliance training.

Demonstrates flexibility in adjusting schedule to include after hours training and customer appointments that extend after closing.

Moves to other locations as assigned on a temporary basis.

Assists with monthly audit reports for Branch as needed.

Maintains a neat, organized, and professional work space/department.

Opens/closes location and operates independently, (i.e. Branch or drive-up).

Processes Foreign currency and check transactions.

Performs other duties as assigned by supervisor.

Supervisory Responsibility:

None

Professional Relations:

Works professionally with all employees, customers, vendors or the general public to achieve goals and objectives of Claremont Savings Bank’s vision, mission and values.

Enhances the Bank’s image by providing representation and involvement in community activities and charitable, civic and social organizations.

Education/Certification:

High School Diploma or Equivalent

Required Experience/Required Knowledge:

Previous cash handling and customer service experience is preferred.

Participates actively in CSB Growth as demonstrated be self-initiative to drive personal development and career growth.

Skills/Abilities:

Ability to cross sell and refer products and services

Excellent computer and technology skills

Strong communication skills including speaking and active listening.

Flexible and accommodating to an ever changing branch environment

Ability to maintain confidentiality and empathize with customers while keeping Bank policies, procedures, and corporate goals in mind

Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

Confidence in interacting with customers and co-workers

Ability to prioritize tasks

Working Conditions and Physical Requirements:

Moderate physical effort required; normally seated with the freedom of movement on a regular basis; some lifting of light materials and supplies. Work involves a mixture of walking, sitting, and/or standing. Well-lighted and ventilated office environment, which are generally pleasant and comfortable. Minimal exposure to injury or other hazards with moderate level of noise.

*Performance Measurements will be used to determine if a person is successful in the position.*

*External and internal applicants, as well as position incumbents who become disabled as defined under the American with Disabilities Act must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.

This job description represents an overview of the essential functions of this job. This is not a complete listing of all required duties. Specific duties may vary over time to meet the needs of the Bank.

Claremont Savings Bank reserves the right to change the job duties as business requirements dictate. The employee will be expected to perform other reasonably related duties as may be required by Management.

Every employee works for Claremont Savings Bank, not just for a particular manager. Accordingly, employees are expected to act in the best interests of the Bank, even if doing so requires actions and responsibilities not listed in the above job description.

Job descriptions are not intended as and do not create employment contracts. The Bank maintains its status as an at-will employer.