Under the direction of the AVP Branch Officer Relationship Branch, the Relationship Banker will embrace the mission of relationship building and profitable growth. This is a cross-functional team member empowered to create an exceptional customer experience by meeting customer needs and delivering solutions from initial greeting to fulfillment. This position requires in-depth knowledge of all branch products and services, operational systems, and applications/technologies.
Continually exceeds customer service standards and expectations of the branch model including memorable greetings, active lobby management, technology on-boarding, and building loyal relationships.
Identify and match customers' needs with appropriate HarborOne products and services by interviewing customers and providing suitable solutions. Referring to other business lines as needed.
Adopt "relationship banker" model and adhere to new practices, programs and policies of evolved branch. Help drive the utilization of new technologies through customer education and on-boarding.
Fully adopt and master new tools for customer relationship management and on-boarding including the guides and CRM.
Participates in the branch's social media campaigns and acts as social media "ambassador" in the community building the bank's brand through digital touchpoints.
Process all transactions including basic teller processing as well as new account opening, loan origination and closings, general maintenance and cross-business referrals.
The Relationship Banker serves as the customer's single point of contact during branch visits. They will proactively resolve customer complaints, issues, and/or problems.
Consistently meet individual performance goals and contribute to team objectives. Actively participate in all bank-wide sales campaigns and programs. Retain existing customers and build new relationships within the market.
Process all lending requests from application to closing efficiently and in accordance with all regulatory guidelines and HarborOne's policies and procedures.
Maintain a thorough knowledge of HarborOne products, services, procedures, policies, and appropriate regulatory topics pertaining to job functions including but not limited to: Bank Secrecy Act, Privacy, Fair Lending, Reg E, deposit, transaction and loan accounts. Attend all required classes/training programs.
Participate in meetings, bank functions, and customer/community events as requested. Delivering strong community visibility.
Ensure all literature in the branch is up-to-date and appropriate, including product brochures, disclosures, marketing materials, and human resource collateral.
Be an advocate for branch evolution and provide support to retail peers as we roll out new RB roles.
Demonstrate and promote high ethical standards and behaviors. Respects, promotes and values diversity.
Adhere to security guidelines and help ensure the safety and soundness of branch environment.
Adhere to all bank policies and procedures with minimal errors.
Other duties as assigned.
Serve as back-up to Relationship Banker Operations Specialist in daily operational functions including balancing ATMs, recyclers, audits, reports, and administrative functions
Proactively evaluate market for business opportunities. Work in concert with AVP Branch Officer and Retail Administration tin the development of marketing support and campaigns.
Support Branch in driving exceptional experience by providing beverage and cookie service to customers as needed throughout the day.
The Relationship Banker is required to register with the Nationwide Mortgage Licensing System and Registry (NMLS), obtain a unique identifier and annually renew the registration, as defined by S.A.F.E. Act requirements.
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED); Bachelor's degree from a four-year college or university preferred. At least 1 year of business or retail experience. Prior experience working in a fast paced sales, retail, hospitality, or banking environment is beneficial.
Proven ability to consistently demonstrate commitment to creating an exceptional customer experience. Demonstrated enthusiasm with established verbal communication skills to engage customers and encourage meaningful conversations.
Must be able to pro-actively engage customers in conversations to identify opportunities, broaden relationships and provide solutions. Ability to respond to present needs as well as anticipate future needs of clients and service accordingly.
Ability to multi-task and master competencies in all areas of financial advice including managing money, borrowing money, and investing money. Must be able to self-manage, work independently, and be flexible. Maintain technical and operational proficiency in all aspects of customer engagement including account opening, loan applications, servicing, small business, new technologies, and on-boarding.
Must be able to work in a team environment and contribute as an individual demonstrating the ability to support others in the achievement of common goals, as well as self-managing to individual expectations. Prior track record of successful attainment of goals in customer experience and/or business development in prior roles and work experiences.
Working knowledge of Microsoft Office products. Ability to master job specific software and hardware applications.
Ability to educate around new technologies and digital channels. Ability to engage consumers and respond to their digital needs.
Must be able to successfully complete required training classes.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to work in an environment that requires active lobby management throughout the day. While performing this job, employee is regularly required to stand; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; and talk or hear.
The employee is frequently required to stand and walk. The employee is occasionally required to stop, stoop, kneel, or crouch. The employee may occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
HarborOne Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Harborone Bancorp, Inc.