JOB SUMMARY: As a
part of the customer-facing team, the Relationship Banker (RB) is the “face of
FBT” for branch visitors and customers. The Relationship Banker position is an
all-encompassing role which requires the associate to deliver high touch sales and
service as well as process teller transactions for all customers. The RB is responsible for creating and
maintaining a positive customer relationship by effectively communicating a
clear understanding of the benefits and features of all FBT’s products and
services. The RB will engage in consultative sales of all bank products and
services as well as providing customer service activities. RBs contribute directly to the success of the
branch by recognizing and uncovering opportunities to establish and deepen
customer relationships. This may also include supervisory responsibilities. The
time spent performing sales, service or supervisory tasks will be determined by
branch size, staffing level and the needs of the branch which may vary by
location, day, and customer demand.
ESSENTIAL RELATIONSHIP BANKER FUNCTIONS (Applies to all RB
• Demonstrates high level of positive
and articulate communications with all customers and co-workers; can be
persuasive in both positive and negative situations. Can defuse difficult situations through
careful listening, empathy and fact-based feedback.
• Demonstrates good written
communications including accurate spelling, proper grammar and syntax.
• Has excellent verbal communications
skills; is articulate and uses proper grammar and can explain concepts clearly
• Participates in and completes
assigned new employee and regularly scheduled training (compliance, security,
transaction, systems, etc.) and can demonstrate knowledge upon completion.
• Accurately processes customer
transactions, balances drawer and or vault, and maintains safeguards against
fraud or out of balance conditions.
• Demonstrates product knowledge of
all deposit and lending products & services with a level of detailed
proficiency for all depository products and a referral knowledge of products
& services not typically offered directly by the RB.
responsible for opening and providing maintenance for any type of depository
• Is capable of answering basic
lending questions and processing or referring loan maintenance requests.
• Maintains adherence to all
operational, regulatory and security requirements; follows directives and
procedures to achieve minimal losses.
• Adheres to regulatory and
compliance criteria in regard to opening deposit accounts; adheres to
operational and screening processes as well as procedures related to:
Reg CC Holds, Endorsements, Check
inspection, Identification of red flags, Qualifile/ChexSystems, Report review /
customer history, Reg E / Customer disputes, Balancing, Security
• Utilizes consultative sales skills
including listening carefully to customer needs and probing for needed
information with needs-based questioning.
Is able to suggest products and services based upon information provided
and is effective at closing the sale/cross-sale.
• Confidently drive sales and sales
initiatives through product knowledge and high-touch customer service delivery
allowing them to achieve individual and team goals.
• Introduces customers to and
demonstrates knowledge of all digital products and channels and is capable
assisting customers in enrollment, use, and best practice recommendations.
• Follows-through with the customer
by phone, mail, and in-person visits to check transactions, build and deepen
the customer relationship.
enthusiasm for learning, demonstrating initiative and teamwork.
to all bank and branch internal policies and procedures.
• Places success of team and
co-workers as a priority and works collaboratively and professionally to
maintain a positive work environment.
drawer limits and security
and models First Bank & Trust’s core values in support of the bank’s
ADDITIONAL JOB FUNCTIONS BY RB LEVEL (Signing Authorities
are general based upon RB level but more specifically granted based on
individual performance and experience):
Relationship Banker II
to sign official items up to $50,000 or as approved by Senior Management.
• May be granted overdraft processing
authority on behalf of responsible officer(s) after appropriate training and
• May balance and stock branch vault
if assigned while maintaining effective controls. Places orders and processes shipments in a
timely manner under dual control assuring cash drawers are within cash limits.
• Accepts and processes consumer loan
applications (primarily collection of needed documentation) in adherence to
policy/regulations and/or refers applicants to a Branch Manager or Relationship
REQUIRED EDUCATION, EXPERIENCE AND SKILLS:
Relationship Banker II:
A minimum of two years in financial institution performing RB functions
or four years equivalent experience
Relationship Banker III:
Three to five years previous RB or equivalent experience. Must have worked in a financial institution
for a minimum of three years.
High School education/equivalent or higher
Excellent customer service skills; enjoys working with
Excellent communication both written and verbal
Professional appearance and manner
Cash handling, sales and customer service background
Energy, Drive, Ambition and Initiative
Learns From Mistakes
Puts People at Ease
Gets Information, Making Sense of It; Identifies problems
and finds solutions
Knowledge: Banking, Financial, Trade and Business
Maintains Clear Communication with Customer
Thorough knowledge of bank products and services
Physical Demands- While performing the duties of this job,
the employee is regularly required to stand; walk; sit; use of hands and
fingers to feel or handle equipment and files; reach with hands and arms and
talk and hear. The employee is occasionally
required to climb or balance and stoop, kneel, crouch or crawl. The employee must regularly lift and/or move
up to 5 pounds. The employee
occasionally lifts and/or moves up to 20 pounds. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
Work Environment- The work environment of Relationship
Banker may be at desk or behind a Teller line in plain view for immediate
customer service. The environment can
get noisy during peak times. All areas
are air conditioned and heated.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
FIRST BANK and TRUST is an EEO employer - M/F/Vets/Disabled