The Relationship Banker is empowered to serve our customers and exceed their expectations through service delivery excellence thereby delivering on the Alerus brand promise of “Always in your Best Interest”. A Relationship Banker opens new accounts, processes transactions, assists customers in their selection of various accounts and financial services, cross-sells the bank's products and services, maintains all account types and promotes new business for the Bank by maintaining good customer relations and referring customers to appropriate staff for new services. Relationship Bankers are fully knowledgeable and skilled in the areas of teller, vault, safe deposit, processing and boarding deposit accounts, consumer lines of credit and term loans, and in discussing and accepting credit applications. To support a culture of learning and development Relationship Bankers are also expected to provide leadership, training and support to less experienced Relationship Bankers and Tellers.
Job Function Number 1: Customer Service and Support. 35%
Live the Alerus Brand Promise and Fundamental Beliefs in providing superior customer service.
May serve as single point of customer contact.
May assist Relationship Managers with account fulfillment and follow up for their customers.
Demonstrate service delivery excellence by fielding customer calls, supporting product transactions, answering questions and finding resolutions to service related issues.
Provide quality, accurate and timely responses to inquiries from external and internal customers in person, over the telephone, or by mail.
Act with initiative and urgency to address customer needs.
Support and enhance customer onboarding processes.
Acknowledge and immediately address customer complaints. Identify solutions to resolve issues and follow up to ensure customer satisfaction.
Effectively manage multiple customer demands and provide maximum service to all customers.
Maintain quality service standards and serve all customers financial needs.
Follow up on all customer alerts.
Job Function Number 2: Customer Acquisition and Retention. 35%
Build strong relationships with customers, enhancing the customer experience and supporting retention goals.
Begin developing and managing individual customer portfolio, households, deposits and loans.
Identify needs and cross sell products and services to our retail customer base providing the customer with appropriate solutions to their financial needs.
Understand the benefits of Alerus Financial’s products and effectively differentiate Alerus from the competition.
Effectively prospect cross selling opportunities by focusing efforts on current customer portfolio.
Utilize sales process tools to manage and track personal sales performance.
Originate consumer deposit accounts such as checking, savings, certificates of deposit and IRAs, and assume responsibility for all documentation associated with the account opening process.
Perform consumer lending functions. Work with clients directly to obtain and process financial information utilizing our consumer lending platform. Originate lines of credit, home equity loans and other consumer loans. Support process from application submission to loan closing by communicating with internal staff and the client.
Participate in customer events and promotions.
Develop and consistently demonstrate professional cross-selling skills to maximize business opportunities.
Job Function Number 3: Technical Knowledge. 20%
Serve customers by fulfilling teller transactions, such as accepting retail deposits and payments for loans and credit cards, issuing, redeeming, and settling all travelers checks, savings bonds, cashiers checks, etc.
Maintain a balanced teller cash drawer and follow appropriate cash handling procedures.
Support and enhance Company policies and procedures around security, cash handling, cashed check policies and opening and closing procedures.
Serve customers by opening all retail deposit and consumer loan accounts.
Assist customers in completing credit applications.
Understand credit products and services.
Manage customer portfolios while keeping loan and deposit policies and regulatory requirements in mind.
Effectively serve our customers by promptly responding to and resolving balance inquiries, customer questions, and problems.
Prepare customer and operations documentation such as researching requisitions, checks.
Possess knowledge of competitive products, practices, and facilities in order to effectively sell Alerus Financial products and services.
Develop and maintain knowledge of the following: Retail deposit products; Personal and business account ownership; Consumer credit products and services; & Business deposit products and small business lending.
Job Function Number 4: Industry Knowledge. 5%
Develop and maintain economic and market awareness.
Develop understanding of industry-specific needs of banking clients.
Develop knowledge on and understand business and banking industry practices.
Job Function Number 5: Personal growth and development. 5%
Represent Alerus Financial in community organizations and activities.
Assume responsibility for career growth and development. Actively pursue continuing education, reading, and self-development to enhance skills.
Be flexible and adaptive when faced with changing needs of the customer and the bank.
Build solid working relationships with team members, acting as a resource for others whenever possible.
Recognize stressful nature of work and maintain professional and positive composure, attitude, and behavior at all events.
Post high school education.
Two years of experience in the financial services industry required.
Dedication to service excellence with two plus years of demonstrated customer service experience.
Math proficiency and aptitude.
Dedicated and satisfactory attendance/punctuality.
Proven track record of work stability
Positive and passionate about taking care of customers.
Professional appearance and attitude.
Demonstrated social and interpersonal skills.
Problem solving ability.
Ability to stay calm in difficult situations.
Patient and helpful with others.
Team player, willingness to help others.
Physical Demands: (must be met with or without a reasonable accommodation)
Extended periods of time sitting at a desk and using office equipment.
Ability to operate a personal computer/laptop for approximately 8 hours per day.
Extended time is spent reviewing physical and electronic documents.
The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.
Periodically, may also do light lifting of supplies and materials which weighs in at approximately 20 lbs.
Will spend most of time in an indoor environment.
Alerus Financial is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.
Alerus is a participating e-verify employer.