Retail Relationship Banker
DEPARTMENT: Retail Banking REPORTS TO: Banking Center Manager
FLSA: Non-Exempt STATUS: Full-Time
SUPERVISES: N/A OFFICER: N/A
LOCATION: Evansville or Northern Region; Incumbent may be assigned and re-located to a branch within the specific region as staffing and business initiatives dictate.
Work Schedule: · Monday thru Friday: Schedule Varies between: 8:00 am – 5:15 pm · Saturdays: Rotation of Saturday hours: 8:30 a.m. - 12:30 p.m. are a requirement · Overtime may be required if business and staffing needs dictate
SUMMARY: This role is responsible for delivering high-quality customer service, opening and maintaining retail accounts, and developing both consumer and commercial relationships. Individuals in this position actively promote the bank’s products and services, identify referral opportunities, and contribute to branch production goals.
The role supports overall branch success through strong compliance adherence, operational accuracy, customer engagement, and sales performance. May provide guidance to team members and serve as a resource in the absence of the Banking Center Manager.
All responsibilities are performed in alignment with bank policies, procedures, and regulatory requirements, including Bank Secrecy Act (BSA) responsibilities
EDUCATION & EXPERIENCE:
- High school diploma or equivalent.
- Demonstrated ability to cross-sell products, grow deposits, and generate new customer relationships
- Experience working alongside tellers with a thorough knowledge of all teller functions is beneficial.
- Retail banking or customer service preferred
- Knowledge of teller functions and branch operations strongly preferred
- Consumer lending experience a plus
- 1-3 years of retail banking/customer service preferred
- 1- 3 years of sales experience preferred
MAJOR DUTIES & RESPONSIBILITIES:
- Proactively developing new retail and commercial business relationships
- Identify and act on opportunities to cross-sell products and services
- Meet or exceed individual and branch production, service, and operational goals
- Build and deepen relationships through proactive outreach and service interactions
- Open and close retail accounts while ensuring accuracy and compliance
- Provide a full range of customer service, including product education and problem resolution
- Maintain accurate and audit-ready customer documentation at all times
- Utilize internal systems to track customer interactions, opportunities, and pipeline activity
- Assist customers with financial solutions, including retirement and lending products as applicable
- Assist with teller line operations and perform teller functions as needed
- Adhere to cash handling and vault procedures to ensure accuracy, security, and compliance
- Assist with daily branch operations, including opening and closing procedures
- Assist with coaching, training, and support to new and existing team members on referrals and service.
- Adhere to dual control procedures and minimize operational risk
- Promote a positive, engaged team environment
- Support the Banking Center Manager and assist with branch oversight when needed
- Adapt to changing business needs and support other locations within the bank footprint
- Ensure adherence to all regulatory and compliance requirements (BSA/AML, CIP, OFAC)
- Ensure confidentiality of customer and employee information
- Manage conflict professionally and escalate appropriately
- Generate and track qualified referrals, ensuring strong follow-through and customer experience
- Make sound, timely decisions using good judgment
- Maintain strong attention to detail to minimize risk and errors
- Identify potential fraud or suspicious activity and escalate in accordance with bank policy
- Educate and assist customers with digital banking tools and self-service options
- Assist internal and external audits by providing accurate documentation and responding to requests timely
- Maintain effective communication with leadership and support partners.
- Prioritize and manage workload to balance operational efficiency and customer experience.
- Ensure adherence to dual control procedures and branch security protocols.
- Act as dual control support for transactions, overrides, and approvals within authority limits.
- Proactively identify and address customer needs to retain and grow existing relationships
- All other duties as assigned
KNOWLEDGE, SKILLS AND ABILITIES:
- Understanding of financial products and services
- Strong knowledge of teller operations and cash handling procedures
- Understanding of deposit compliance and regulatory requirements
- Sales and relationship-building skills
- Strong communication and interpersonal abilities
- Organizational skills with the ability to manage multiple priorities
- Working knowledge of consumer lending products and services
- Ability to work collaboratively in a team environment
COMPETENCIES NECESSARY TO BE SUCCESSFUL IN THIS POSITION:
CUSTOMER FOCUS
Behaves with the customer in mind. Dedicated to meeting the customer’s needs and expectation. Works with the customer to understand and uncover their issues and/or needs. Interacts with customers in a courteous, professional, and knowledgeable manner. Conducts all company transactions and interactions in an honest, professional, and ethical manner. Gains customer’s trust and respect by establishing and maintaining relationships. Remains composed and does not become defensive or show irritation when confronted with disgruntled customers. Cultivates a customer-focused attitude.
JOB KNOWLEDGE
Understanding and proven experience of job responsibilities. Ability to make sound decisions drawing on knowledge and experience. Capable of analyzing and resolving customer or work-related issues. Perceived by customers and co-workers as a skilled problem solver, knowledgeable, and a valuable business resource. Mentors others on how to exhibit functional knowledgeable and skills. Demonstrates initiative growing personal knowledge, while developing personal skills and leadership capability. Understanding of current bank technology and initiative in learning new bank technology.
ACCOUNTABILITY
Follows Standard Operating Procedures (SOPs) for cash handling and manages large sums of currency with accuracy. Complies with Right to Financial Privacy Act as it relates to the position and position's responsibilities. Follows Standard Operating Procedures for Branch Security. Complies with Bank Secrecy Act as it relates to the position and position's responsibilities. Follows Standard Operating Procedures for customer transactions. Understands objectives, priorities, and critical performance measures required to meet customer and company goals. Stays abreast of own performance and manages performance to achieve expected results.
Keeps management informed of progress, issues and potential roadblocks in reaching goals. Actively seeks out feedback on own performance from peers and company management to identify and address areas of individual weakness that may affect department and company performance.
DECISION QUALITY
Demonstrates good judgement. Makes timely, effective decisions without avoidance. Makes use of analysis, wisdom, experience, and judgement. Can cope with change and shift gears comfortably. Does not become agitated when aspects of a situation are unclear and needs to be researched further or looked up to management for direction. Able to approach complex tasks by breaking it down, using logic and reasoning to make a sound fact-based decision. Can consider alternatives, weigh the cost, benefits, and risks involved for the customer and company in any decision.
SALES FOCUSED
Promotes and cross-sells bank products and services and achieves the required number of referrals. Consistently demonstrates appropriate customer on-boarding procedures. Quickly assesses prospects’ potential for opportunity. Results oriented. Demonstrates the ability to adapt behavior to overcome obstacles needed to achieve expected results.
INTEGRITY
Widely trusted as a direct, honest person who can present the truth in an appropriate and helpful manner. Keeps confidences, and owns up to mistakes. Consistently acts with a high degree of professionalism and ethics. Keeps commitments. Conveys credibility, trustworthiness, and good judgment when making suggestions. Genuinely concerned for people, treating everyone with dignity and respect. Always a professional, representing the company in the best possible manner in speech, dress, and conduct.
INITIATIVE
Demonstrates initiative by looking for, and suggesting solutions to problems without coaxing. A self-starter continually looking for ways to improve his/her effectiveness. Proactively involves appropriate individuals to resolve issues in a timely manner.
Ability to work with minimum supervision or direction. Willingness to seek out and take responsibility for additional work assignments. Resist getting stale; committed to personal and professional development; self-directed in pursuit of resources that assist continuous learning. Supports innovation and organizational improvement initiatives. Works to implement organizational change. Actively supports company's mission statement of proving shareholder value through increased profitability, quality and growth by building loyal, profitable customer relationships within the tristate. Acts as a champion for change by encouraging peers to embrace change initiative.
QUALITY/QUANITY OF WORK
Eliminates roadblocks and distractions; remains focused. Adapts priorities to changing circumstances. Produces acceptable amount of work within established time limits. Maintains a high quality of work even as quantity increases.
No unnecessary, repetitious, and/or unacceptable levels of errors with work. Produces and maintains required, compliant, and accurate work. Is thorough in review of their work. Looks for ways to continually improve productivity. Adjusts workflows and prioritizes tasks.
ADHERENCE TO POLICIES & PROCEDURES
Demonstrates positive commitment to company’s goals, initiatives, and policies and procedures through communication and actions. Compliant with maintaining customers, company and employee's confidential information. Uses good judgement in seeking guidance on a company policy or procedure. Honesty and integrity in handling all company, customer and employee related issues.
INTERPERSONAL RELATIONSHIPS
Ability to communicate clearly, accurately, concisely, and compelling to diverse personalities, on all levels, in both verbal and written communication. Ability to adapt communication methods based on situations and personalities. Ability to present to customers, co-workers and management with poise, authority, and clarity and to respond appropriately to questions, objections, or challenges. Strives to understand others’ issues, opinions, and needs. Works to establish lasting professional relationships and earn the respect and trust of customers, co-workers and management. Resolves conflicts with others in a respectful, responsible and constructive manner. Shares thoughts, feelings, and rationale so that others can understand your position. Remains composed and does not become defensive and/or irritated when confronted with adversity. Is receptive to and implements suggestions for improvement. Demonstration of commitment to the directive of the organization by actively and positively supporting management decisions.
LEADERSHIP
Ability to organize people, work tasks, and resources to effectively accomplish company and/or department goals. Ability to manage the performance of others by with effective communication, coaching for improvement and guidance for growth. Effectively and promptly manages conflict. Demonstrates a strong sense of and works within a strong boundary of respect, integrity, maturity, responsibility, and ethics in all actions.
ADA REQUIREMENTS: Work is performed in a professional office environment. Role routinely uses standard office equipment such as computers, phones, copiers, scanners, printers, filing cabinets, and fax machines. Sitting for long periods of time; May be required to lift items weighing up to 25-lbs. Would require the ability to lift files, open filing cabinets and bend or stand as necessary. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
EQUAL EMPLOYMENT OPPORTUNITY POLICY: First Federal Savings Bank is proud to be an Equal Employment Opportunity and Affirmative Action employer. We are committed to providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
- This job description may not be all-inclusive. Employees are expected to perform other duties as assigned or directed by management. Job descriptions will be reviewed and may be modified when deemed appropriate by management. As business needs and staffing needs change, all positions at First Federal Savings Bank/Home Building Savings Bank are reviewed. Employee may be moved for business purposes to sustain business and staffing demands.
