Premier Banking Relationship Specialist

Position Title: Premier Relationship Specialist – Inbound & Outbound

Reports To: Customer Contact Center Retail Relationship Manager – Inbound & Outbound

Department: Customer Contact Center

FLSA Status: Non-Exempt

Purpose: Five Star Bank is seeking a motivated candidate to fulfill the position of Premier Relationship Specialist. This individual will be effectively helping our clients by identifying financial needs, recommending products and services, and making referrals to the appropriate channel or source. The Retail Relationship Specialist will have a thorough understanding of Bank products and services as well as Bank policies and regulations. This position will engage in outbound/inbound calling sales and service activities to provide exceptional customer service for current and prospective bank customers.

Supervisory Responsibilities:

Degree of Supervision Received: Moderate

• Supervision Received (title): Customer Contact Center Retail Relationship Manager – Inbound & Outbound

Degree of Supervision Given: NA

• Supervision Given to (Titles): NA

Essential Functions:

1. Mentors and assists with inquiries to non-senior associates.
2. Drives revenue through outbound calling efforts with predetermined campaign lists.
3. Associate will also be responsible to act upon inbound sales referrals from our Inbound Customer Contact Center.
4. Accountability and ownership for meeting or exceeding established sales goals as assigned.
5. Identifies and acts upon cross-sell opportunities to refer customers to specialists in other lines of business. This may include campaigns specific to Mortgage, Insurance, Commercial and Wealth management.
6. Educates customers on alternate delivery methods and channels.
7. Evaluates the needs of customers and recommends appropriate financial products and services.
8. Generates, identifies, and expands customer relationships utilizing defined prospect lists.
9. Accepts and processes loan applications. Will include home equity products, credit cards, line of credits and installment loans.
10. Demonstrates the standards and principles of the Five Star Bank experience in every interaction with internal and external customers and associates. Incorporates the high-performance behaviors of teamwork, leading by example and service in every facet of work.
11. This job description is not exhaustive. The Premier Relationship Specialist may be required to perform other duties as assigned.

Job Related Qualifications – Education and Prior Experience:

Required:

• Education: High School Diploma or Equivalent
• Prior Experience: 3 years Customer Experience, Contact Center, Sales Experience
• Licenses or Accreditation: Register with Nationwide Mortgage System Registry (NMLS) and obtain a unique identifier that is provided to consumers in accordance with all SAFE Act requirements. Renew registration with NMLS annually. Maintains and updates personal registry information as necessary to include name changes, employment changes, etc.

Preferred:

• Education: High School Diploma/Associate Degree
• Prior Experience: 5 years Customer Experience, Contact Center, Sales Experience

Competencies:

1. Excellent communication skills (both verbal and written).
2. Strong customer-service skills.
3. Ability to organize and prioritize to meet deadlines.
4. Bank experience preferred.
5. Proficiency in Windows based and Microsoft office applications.

Physical Requirements:

1. Able to regularly sit for prolonged periods of time.
2. Able to travel:
   1. occasionally
3. Extensive computer usage is required.
4. Ability to work:
   1. Evenings
      1. Frequently
   2. Weekends
      1. Frequently