The Licensed Relationship Manager is expected to be a customer experience champion and trusted financial professional. This position is to be the primary "asset" gatherer, retail investment sales leader, and relationship builder while assisting with special projects and working as part of a team. This position is responsible for assisting the Manager in all phases of office operation including opening, processing and maintaining customer accounts, cross-selling of Northwest products and services, overseeing the teller area and activities as required.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education:
High School Diploma or Equivalent preferred
Work Experience:
2 - 6 years Customer Service Experience preferred
2 - 6 years Sales Experience with Investment and Insurance Products preferred
2 - 6 years Administrative/Supervisory Experience preferred
3 - 5 years Banking Experience with an Understanding of Consumer Lending preferred
Licenses and Certifications:
FINRA SIE: Series 6 and 63 in good standing upon hire required (or pursued upon hire)
Current applicable State Life and Health Insurance License upon hire required (or pursued upon hire)
ESSENTIAL FUNCTIONS:
Complete BAI and other required coursework
Demonstrate basic knowledge of products and services
Identify every client to manager, retain, and grow a portfolio of high retail clients to reach both retail branch and investment goals
Ensure compliance with Northwest Investment Services and broker/dealer policies and procedures
Identify and convert service to sales opportunities
Engage in relationship building discussion to uncover and anticipate clients' needs over the phone and in person to drive deposit growth and investment sales
Ask existing clients and business partners for prospect referrals and developing COIs
Actively seek opportunities to provide outstanding client experience to every client
Promote referrals to the most appropriate branch team members and cross-functional business partners as appropriate
Get to know clients, help them work toward their financial goals, and anticipate their financial needs
Own clients' service issues until they are resolved to the clients' satisfaction
Transact client business accurately, timely, and with operational proficiency
Responsible for ensure that they are consistently provide the best customer experience possible
Assist Office Manager to ensure the customer experience within the office is consistently at a high level
Provide support to staff in meet customer expectations
Provide back up for the teller function
Open new accounts and services
Identify and resolve customer issues
Assist with implement strategic business plan
Conduct direct business calls/referrals on a regular basis
Maintain community presence and involvement
Assist with implementation of CRM initiatives
Cross-sell Northwest products and services
Assist with the office workload and workflow
Assist with the implementation of changes, improvements and new procedures
Review/monitor daily statistical reports
Proactively seek coach to develop sales and service skills
Manage teller workload/workflow
Supervise vault operations and procedures
Attend educational/train seminars as needed
Assist with recovery activity
Maximize office security
Cultivate relationships with corporate staff in Warren
Review/Monitor management reports
Understand all technologies including Teller, Platform, and Lend Systems
Attend/co-plan regular office meets
Oversee and monitor cross-training of new and existing employees
Assist with completion of Audit Certification
Assist with scheduling of staff
Provide assistance to the Retail Lend Collections Department of Region Management for mortgage collection and REO's as needed
Support corporate consumer collections efforts as required
Quote loan/savings rates and terms
Maintain security and compliance within the office
Originate and process consumer loan requests
Assist in the mortgage loan process as required
Ensure that they and the office staff are consistently providing the best customer experience possible
Ensure compliance with Northwest's policies and procedures, and Federal/State regulations
Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
Work as part of a team
Work with on-site equipment
KNOWLEDGE, SKILLS, AND ABILITIES:
Ability to establish effective working relationships among team members and participate in solving problems and making decisions
Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information
Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas
Ability to analyze financial and client data
Ability to interact positively with clients
Knowledge of Northwest products and services preferred
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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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