[POSITION SUMMARY] As a Associate, Senior Relationship Banker you will be responsible for acquiring, deepening, and retaining relationships with consumer and small business customers (with annual revenue up to $3MM). You will directly manage and grow a client portfolio of the most complex and highest value consumer and small business clients in the branch. You will deliver an exceptional customer experience through engagement of customers in the branch, over the phone, and through collaboration with business partners.[RESPONSIBILITY STATEMENTS]Assess customer needs by being genuinely curious, asking questions, and identifying opportunities to help achieve their financial goals today and in the future.,Be the expert on Santander products and services and be able to articulate the benefits that will help customers based on their need.,Build trust and deliver solutions by setting expectations and meeting commitments.,Deliver an outstanding customer experience in every interaction.
Ensure timely follow up and escalate for resolution when appropriate.,Develop relationships with new and existing customers by maintaining contact through early engagement calls and regular outreach to portfolio customers.,Engage customers through proactive, outbound calling for both service and relationship deepening opportunities.,Ensure compliance with all bank policies, procedures and regulatory requirements.,Independently manage a portfolio comprised of both High Value consumer clients and Small Business customers with annual revenue up to $3MM.,Participates in joint calling with Product partners to generate and deepen relationships with business customers.,Put the customer at the center of everything you do, deepen relationships and make connections during every interaction., Recommend the best needs based solution; deliver solutions directly as well as introduce key partners (i.e. Investment, Mortgage etc.) when appropriate.
[EDUCATION] Bachelors Degree [WORK EXPERIENCE] 5-9 years; Strong financial acumen; general knowledge of consumer and small business products, and small business lending ,5-9 years;Experience in a customer facing environment including a minimum of 2-3 years in Financial Services with direct experience acquiring new client relationships and developing existing client relationships. [SKILLS AND ABILITIES] Ability to use critical thinking to solve problems and provide solutions to customer issues,Ability to work effectively in a team environment, building strong relationships with colleagues and business partners ,Basic computer skills,Demonstrated proficiency using the phone to engage with customers,Exceptional listening and communication skills in person and over the phone,Motivated to help people achieve financial goals,Passion and personal commitment to proactively help customers [PHYSICAL DEMANDS] May frequently require minimal physical effort such as sitting, standing, and walking. [COMPETENCIES] Establishes rapport with all parties in an attempt to diffuse tension Confronts the issue, not the person,Knows who to reach out to inside and outside of one?s team to get work done Takes action to enhance working relationships needed to achieve seamless work flow,Organizes and prioritizes workload and tasks for oneself and team members Actively plans ahead for routine and cyclical work,Probes in-depth to understand the customer?s business needs Explores and understands the customer's alternatives and decision criteria,Sees through complexity and detail to get to the critical issues at hand Takes into account the wider context within which problems exist,Understands rationale for change and adjusts schedules and tasks to make things work Anticipates and plans for changes in work schedules and assignments
Santander Consumer USA