Major Function:

Provide personalized banking services in both Spanish and English to current and prospective customers, consistently seeking to deliver excellence in customer service. Engage, Transact and Consult (ETC) with customers to enhance customer relationships and find ways to simplify their banking. Provides Spanish interpretation by appointment and as needed.

Key Job Responsibilities

• Provide personalized banking services to customers.
• Coach and Mentor co-workers to help them build their product knowledge and customer relationship skills.
• Provide a consistent optimal customer experience by building rapport, analyzing customer needs, making recommendations and providing products and services to maximize professional relationships.
  • Engage: Greet and assess customer needs and provide an engaging experience which leads to deeper conversations.
  • Transact: Effectively service customer transactions while engaging in conversational consultative dialogue.
  • Consult: Provide advice and recommendations on bank products and services and make referrals to other bank experts as needed.
• Provide a consistent optimal customer experience by processing and reconciling daily transactions (deposits, withdrawals, transfers, etc.), to ensure accuracy and efficiency.
• Answer or resolve customer inquiries regarding account activity and handle account maintenance requests and error resolution.
• Assist customers with online and mobile banking processes, maintain working knowledge of other digital banking services, and communicate the benefits to new and existing customers.
• Assist customers with the opening of new personal deposit accounts, both in person and digitally, and wire transfer requests. Maintain a working knowledge of business accounts, IRAs, HSAs, and medallion services and refer to a Sr. Relationship Banker, Asst. Branch Manager, or Branch Manager, where applicable.
• Assist with coverage needs at all locations, either behind the front line or with new accounts, as applicable per Market.
• Refer potential Business Online Banking, Commercial Lending, Mortgage Lending, Wealth Management, Financial Management and Trust Services customers to other areas of the Bank to enhance relationships and build strong internal partnerships.
• Assist with opening and closing procedures of the bank, supporting new employee and ongoing training efforts and day-to-day operational and administrative duties.
• Assure confidentiality of customer information and adhere to all operational, security, risk and regulatory policies and procedures.
• Support the Customer Services Center by assisting with phone inquiries, and provide video banking services, where/when as applicable per Branch.
• Assist other employees, departments and branches to promote teamwork and excellent communication.
• Perform other administrative duties, such as CD, IRA, HSA, ID TheftSmart, and SDB Checkback, as well as processing notices and account maintenance on Inactive/Dormant Accounts, as applicable by Branch.
• Refer consumer loan inquiries to a Sr. Relationship Banker, Branch Manager or Consumer Lender, as applicable per Branch.

Additional Duties for Bilingual Relationship Banker:

• Provides Spanish/English interpretation by appointment and as needed.
• Attend loan closings with loan officers as needed.
• Participate in prospect calls with loan and deposit officers.
• Represent the Bank through community involvement including attendance at community events.
• Translate documents into Spanish as needed.

Requirements:

Language

• Must be able to communicate in English.
• Fluency in Spanish and ability to translate and interpret between in Spanish and English preferred.

Education & Experience

• High School Diploma or equivalent required. Associate's degree or higher-level education preferred. Previous cash handling and customer service required, preferably in a banking environment.

Knowledge, Skills & Abilities

• Excellent customer service and interpersonal skills.
• Basic computer literacy, with knowledge of computer software (i.e., Microsoft Windows Operating System and Office applications).
• Well organized, accurate and detail oriented.
• Excellent verbal, non-verbal, and written communication skills in English and Spanish.
• Ability to work under pressure and multi-task.
• Ability to work independently or in team environment.
• Strong reading, writing, and basic mathematical skills.
• Ability to resolve problems and effectively deal with challenging customer situations.
• Must have reliable transportation.

Reporting to this position: No direct reports.

Physical Demands & Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: While performing the duties of this job, the employee is frequently required to sit or stand. The employee must occasionally lift and/or move up to 50 pounds. The employee will frequently use and talk on the telephone and use a computer and other office equipment. The employee may occasionally be required to travel to additional branch locations.
• Work environment: While performing the duties of this job, the employee is constantly located inside an office building. The employee is occasionally exposed to weather conditions prevalent at the time.

Hours: Approx 8:00 a.m. - 5:00 p.m. and rotating Saturday mornings.