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

The pay range for this position is generally $16.00 - $22.00 per hour. Actual pay is based on various factors including but not limited to the successful candidate’s experience, skills, and knowledge. Additional bonus earning opportunities and benefits are also available. 

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