Gold Relationship Manager

The Gold Relationship Manager provides high quality customer service, ensuring deposit and quality loan growth while enforcing compliance with all policies, procedures and regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Manage a portfolio of clients with a minimum of $50K in deposits or $500k in residential loans.

Proactively cross- sell additional products through referrals and outbound calls. Perform daily monitoring and analysis of relationship portfolio and conduct necessary actions

Perform daily customer calls according to stipulated goal

Provides excellent customer service to internal and external customers while performing bank transactions and servicing

Offers loan products and assists clients with processes requirements; acts as the liaison between the customer and the loan department

Builds and expands quality consumer and/or corporate customer relationships by performing outbound calls and attending outside events, and through individual and team product sales, cross‑selling and referrals to specialized areas

Responsible for selling and servicing all the bank’s products and services, to include personal and business account opening, while reaching and/or exceeding the monthly goals established by the bank’s management as well as prospect and solicit new personal and business relationships

Actively and effectively engage customer to promote portfolio growth

Perform various accounts services such as balance inquiries, account maintenance such as address change, debit card orders, credit card application, among others

Processes daily overdrafts and uncollected reports as well as outstanding past due credit cards

Provide guidance to processes check orders, wire transfer requests, stop payments, ATM matters, CTR processing;

Responsible for accurately processing all teller related transactions such as account deposits, check cashing, sell of cashier’s checks, mortgage or any type of loan or credit card payment, while ensuring proper endorsement and following the bank’s policies and procedures

Assists branch manager in delegating duties and ensuring that branch team members comply with safety and other applicable policies and procedures, laws, rules and regulations, and adheres to daily Opening and Closing branch procedures

Actively supports team to ensure that customer expectations and company goals are met while assisting with the training and mentoring of new associates

Maintains reports, records and documentation ensuring complete, accurate and concise records are kept

Maintains full knowledge and understanding of bank policies, procedures, regulatory and compliance requirements, including but not limited to BSA/AML, CDD, EDD, and others as defined by the Compliance Division and Information Security Division

Attends and/or complete all required training as assigned, including weekends

Ensures compliance with all applicable regulations and policies by completing tasks on a timely manner

Acts within Signature Authority Level, if applicable

Adhere to the bank’s Employee Handbook and respect all its norms

ADDITIONAL DUTIES AND RESPONSIBILITIES

Opens and closes the bank on a rotating schedule, activating security clearance and alarm systems

May provide input on Currency Transaction Reports prior to submission to BSA

Assists with branch audit program

Ensures quality appearance of premises, both internal and external

Ensures lobby displays are current and fully stocked

Maintains full knowledge, and is skilled in, the products/features of all deposit and credit accounts

Orders Supplies (forms, brochures, etc.)and assist with filing, copying, faxing or scanning

Performs other related duties, as required, to accomplish the objectives of the position Maintains branch equipment (i.e.: computers, telephones, television, etc.)

Attends occasional meetings, events, and/or trainings on weekends or holidays as per business need.

EDUCATION AND/OR EXPERIENCE
High school diploma or general education degree (GED) required; four-year degree preferred; minimum two years CSR experience required; related/equivalent prior work experience may be considered.

OTHER SKILLS/QUALIFICATIONS

Ability to effectively present information and respond to questions from directors, managers, clients (both internal and external) and the general public

Ability to speak effectively in one‑on‑one and group situations to applicants, customers, and employees of the Bank

Excellent ability to communicate in English, verbally and in writing; Portuguese and Spanish highly recommended, and in some departments required

Proficient in various computer software and banking applications

In depth knowledge of all bank policies, procedures and compliance requirements

Ability to read and interpret documents such as policy and procedure manuals, safety rules, and instruction manuals

Ability to write routine reports and correspondence

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.Ability to compute rate, ratio, interest and percent.

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Ability to apply common sense understanding to carry out instructions in written, oral or diagram form.

Ability to ensure confidentiality, security and safekeeping of bank and customer information

Is consistently at work and on time; Ensures work responsibilities are covered when absent

Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals; ability to multitask

Strong organizational skills with attention to detail

Displays original thinking and creativity; self‑starter; generates suggestions for improving work

Treats others with respect and consideration regardless of their status or position

Demonstrates accuracy and thoroughness

Must be accustomed to professional, business office environment in manner and dress

Must demonstrate excellent human relations skills with customers and bank associates

Must be willing to participate as a team member and eager to tackle new assignments

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