Call Center Relationship Manager - Home Bank SB

SCOPE

The primary responsibilities of this position are to provide individualized customized services. Other responsibilities include assisting other bank staff in helping customers, as needed.

AREA OF RESPONSIBILITY:

Customer Service

• Provides excellent customer service to both internal and external customers
• Provides individual customized services to customers
• Learns about customers' financial situations and needs and provides advice about the bank's products and services
• Works with customers to help them establish new accounts
• Works with customers to provide consumer lending needs
• Works with customers to provide support across all digital banking channels
• Provides customers with account updates on a timely basis
• Assists other bank staff in helping customers as needed, including teller functions

COMPETENCIES:

Communicating

• Communicates in a straightforward and assertive fashion
• Updates relevant people with timely information
• Listens carefully to what others are saying
• Respects and considers all opinions, even counter-opinions

Demonstrating Integrity

• Assumes responsibility for mistakes and failures
• Demonstrates consistency between what is said and what is done
• Behaves according to sound ethical and legal standards

Working with Others

• Is respectful of others
• Balances individual goals with team goals
• Builds and maintains productive relationships with people throughout the organization

Adapting to Change

• Maintains composure in frustrating situations
• Demonstrations flexibility in working with others
• Adapts to help others adapt to change

Client Service

• Effectively responds to customer needs
• Answers customer questions and fully addresses their concerns
• Quickly and practically solves customer's problems
• Demonstrates appropriate discretion; keeps confidential information private

Representing the Bank

• Demonstrates good interpersonal communication and presentation skills
• Manages difficult customer situations and treats others with respect
• Maintains a neat and professional appearance

Professional Excellence

• Demonstrates a consistently high level of professional judgment
• Provides customers with accurate and reliable financial information
• Demonstrates strong customer service and communication skills
• Maintains independent and objectivity in carrying out job responsibilities

Business Development

• Develops strong relationships with existing customers
• Projects a good impression of the bank and its integrity
• Uses contacts in the business community to produce business for the bank
• Can think quickly and develop practical solutions to problems
• Cross-sells the bank's products and services to customers
• Refers bank customers to specialists in other product areas, as needed

JOB KNOWLEDGE:

• General business and financial knowledge
• Relationship Manager job knowledge
• Knowledge of department-related financial services regulations and compliance
• Knowledge of fraud: prevention and detection
• Knowledge of all digital banking channels
• Strong knowledge of the company's products, services and policies
• Knowledge of payment systems and ACH as well as their applicable regulatory requirements

COMPLIANCE

All positions within Home Bank SB must comply with all state and federal laws and regulations as per the Bank's compliance policies and procedures.

SUPERVISORY RESPONSIBILITIES

This position does not require supervisory responsibilities.

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear.

POSITION TYPE

This is a full-time position. Days and hours of work are Monday through Friday, 8:00am to 6:00 pm and Saturdays 8:00 am to 12:00 pm. This position regularly requires long hours and frequent weekend work.

TRAVEL

Travel is not expected for this position.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EDUCATION AND OTHER REQUIREMENTS:

• High School diploma or equivalent.
• 2-3 years customer service/sales experience preferred.
• This job requires skills needed in a typical office environment. This includes computer skills as well as utilization of office equipment.