At WMCB, we are Where Relationships Matter. The primary responsibility of the Relationship Banker position is to provide exceptional customer service through transaction processing, account openings, servicing accounts, and day to day customer interactions. This position assists customers at both the CSR line and the desk and requires the ability to muti-task and effectively transition between responsibilities based on operational needs.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Customer Service:
Consistently exceed customer expectations by providing hospitable, responsive, and professional customer service for all in person, phone, and electronic interactions with customers.
Assist with basic and complex customer questions and/or issues relating to customer accounts while demonstrating the ability to resolve problems and prevent customer dissatisfaction, refer escalated issues to branch management.
Operations:
Accurately and efficiently process various customer (in person, night drops and mail) and account transactions, within assigned limits and adherence to policy/procedure. Transactions include but are not limited to: check negotiation, withdrawals, deposits, gift cards, cashier checks, money orders, bond redemption, cash advances, loan payments/draws, coin orders.
Maintain a strong knowledge of bank procedures for opening and processing maintenance on accounts, complete all requests in accordance to established procedures.
Provide a high level of accuracy with transactions, maintaining a balancing record that is in accordance to policy. Take initiative to find and correct any cash differences that may occur.
Provide a high level of accuracy with account opening and maintenance including account documentation, CIP and Yellow Hammer.
Provide operational support to branch through cash audits, indexing, providing 2nd review on accounts, and managing document tracking (as assigned).
Must complete all required annual training.
Follow required federal and state regulations and related internal policies and procedures.
Sales/Referrals:
Strong knowledge of bank products and services.
Identify customer needs during transactions, account opening, account servicing, and problem resolution.
EOE/VET/Disability
Add value to customer relationships through recommending additional products and services that support their financial needs and/or strengthen their overall financial position
Make applicable referrals to specialized departments including retail loans, commercial loans, treasury management, and wealth services
Assist in management of branch book of business including outbound customer communication
Maintain NMLS license, process consumer loan applications
Consistently meet or exceed goals as set by branch management
Teamwork and Leadership:
Display consideration for team members within the branch and throughout the organization.
Demonstrate dependability in the workplace by being trustworthy, consistent, and reliable.
Demonstrate professionalism through appearance, behavior, and communication.
Demonstrate the Bank’s Core Values.
Assist the CSR position with complex customer questions and/or issues providing approvals as needed.
Participate in additional duties and projects; including but not limited to sponsor teller/training, teller expert group, online banking (BANNO) quarterback/expert group.
Assist desk staff and branch management
REQUIRED SKILLS/ABILITIES:
Ability to influence-asking for the business and closing the sale
Strong interpersonal and verbal/written communication skills
Strong organization skills
Excellent team player
Attention to detail
Ability to multi-task
EDUCATION and/or EXPERIENCE:
High school diploma or equivalent
Previous customer service experience
Previous banking experience helpful
Compliance
All associates have a responsibility to understand the Bank’s BSA/AML Program, the procedures outlined in it, and to follow the Program and procedures in carrying out their duties. When an associate has supervisory responsibilities, he or she will make certain that his/her staff understand the responsibilities to comply with applicable regulatory issues and internal programs, policies and procedures. Any associate that fails to adhere to the BSA/AML Program or commits other violations of the Code of Conduct may be subject to disciplinary action up to and including termination.
Physical Demands
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is an on-site position.
While performing the duties of this job, the employee is regularly required to sit, stand, use hands to touch, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities
EOE/VET/Disability
required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. The employee must be willing and able to drive and travel to all branch locations.
Notice
- Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform in this position successfully, the employee will possess the abilities and aptitudes to perform each task proficiently.
- Ability means to possess and apply both knowledge and skill.
- This position description has excluded the marginal or peripheral functions that are incidental to the performance of primary functions. All requirements are essential to the function of the position.
- This position description describes the minimum selection requirements to qualify for the position. However, promotion and other employment decisions are also based on Bank needs, being in good standing, fully competent performance, and other non-discriminatory issues.
- All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.
- This position description does not create an employment contract, implied or otherwise than an “at will” employment relationship.
*This job description does not list all of the functions of the job. Management often assigns additional duties. This job description may be revised at any time.
West Michigan Community Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
