Relationship Manager Ii

Relationship Manager II

University Place - University Place, WA 98467

Salary Range $79,325.00 - $ Salary/year Category Banking

The Relationship Manager (RM) is responsible for the leadership of the branch team and the performance to retail scorecard goals. The responsibilities include developing profitable client relationships, developing and maintaining a sales and service culture, providing guidance to all aspects of the client experience, and overseeing employee development within an assigned branch. In addition, the RM ensures that established policies and procedures are adhered to (delegates a large portion to CSM), and in partnership with the Client Success Manager (CSM), Residential Loan Officer (RLO), and respective Team Leads, is responsible for creating and maintaining a team environment, providing exceptional client experience, and achieving branch scorecard goals as set by Executive Leadership.

Must be active in the market area with strong community ties. The RM is responsible for direct supervision of the Client Service Manager (CSM), and a branch staff that consists or CSC's, CRO's and / or RLO's, including officers.

Bachelor's degree or banking school preferred. Must have demonstrated expertise in either residential lending production or retail banking with a minimum of 2 years of supervisory experience and 5 years of experience in the specialty. Requires strong leadership skills to balance Retail sales and client experience, as well as client and employee objectives. Skill competencies required include, but are not limited to:

• Excellent relationship building and interpersonal skills.
• Ability to achieve goals.
• Strong client focus.
• Experienced leader with ability to develop and promote employees.
• Ability to provide cross training.
• Ability to delegate duties when necessary.
• Flexible with shifting priorities.
• Ability to work both independently and as a team member.
• Practice ethical behavior and understand the need for confidentiality.
• Ensures all transactions are handled confidentially.
• Strong organizational and multi-tasking skills in a fast-paced environment.
• Excellent verbal and written communication skills.
• Detail oriented.
• Branch hours to include weekends and occasional evenings.
• Must be an active community participant.
• Ensure compliance with regulatory requirements, including the Bank Secrecy Act.

Duties may include but not limited to the following:

Responsibility #1 Branch Financial Performance to Goals

• Manages the overall performance of the group to ensure budget and goals are achieved.
• Executes the sales process.
• Promotes the branch and bank by servicing and deepening relationships with existing clients and attracting new clients with loan and deposit products.
• Cross-sells other banking products and refers clients to other departments when opportunities arise. Works with Residential and Commercial Team Leads on market-specific strategies.
• Takes proactive approach to meet sales goals and corporate objectives.

Responsibility #2 Customer Service

• Ensures excellent customer service skills and service standards are practiced by all employees.
• Actively listens for and provides client solutions and makes recommendations.
• Efficiently and accurately processes client requests.
• Demonstrates a pleasant disposition with good eye contact, warm greeting, and acknowledgement.
• Communicates observations for enhanced service opportunities to staff as required.
• Clarifies decision making responsibilities to ensure quick, accurate, and efficient service for clients.
• Achieves desired customer service expectations by providing positive feedback for outstanding service, and immediately addresses service problems.
• Develops strong working relationship with the operations arm of Retail Banking

Responsibility #3 Manager Behavioral Expectations

• Models expected behaviors including, time management, leadership, problem solving, and attendance.
• Ability to delegate appropriate tasks to employees; providing cross-training as needed.
• Collaborates with CSM, Residential and Commercial Team Leads and coaches employees to maximize opportunities to cross-sell products/services and meet sales goals.
• Actively participates in training and self-development.
• Works to support the success of the bank by embracing bank strategies, developing, and implementing plans related to bank goals.
• Stays focused on meeting short term goals while planning for long term goals.
• Accepts leadership from supervisor and takes responsibility for own actions.
• Meets deadlines, works independently, is accountable, and maintains focus.
• Leads by example.
• Effectively manages employees (to include CROs and RLOs, and CSCs in collaboration with CSM) to ensure each employee understands their role and responsibilities within the branch.
• If applicable, completes annual reviews, on time, and within budget.
• If applicable, effectively manages timecard record keeping, including the timely approval of timecards, management of overtime hours, and time off requests.…