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Direct Banking Relationship Manager
TriCo Bancshares
Roseville, CA, United States
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Job Details
Description
Position Title: Direct Banking Relationship Manager
Department: Direct Banking Division
Grade: 10
Position Summary:
The Direct Banking Relationship Manager implements and coordinates digital banking activities personally to attain goals, including sales, customer service, and proper credit quality and risk management. Maintains a customer-driven sales and service environment.
Major Responsibilities:
• Work directly with customers via telephone, and email to describe products and/or services in order to persuade potential and current customers to purchase new products and/or services
• Maximize customer experience with effective use of online tools with potential and current customers.
• Educates customers on product offerings and services to improve their "on-line presence" and explains pricing and answers questions from customers building value in the customer relationship.
• Follows up with customer via telephone or email following initial sales contact.
• Identifies customer issues and provides appropriate solutions via up sell of additional products and or services and obtains customer commitment and facilitates delivery of product.
• Places a minimum of 70 outbound calls each day
• Continued product education to better service customer calls
• Maintains accurate daily record of sales in sales tracker.
• Proactive, Outbound teleconsulting to achieve loan and deposit results.
• Work collaboratively with Customer Service staff to drive significant referral volume from that channel.
• Coaching of Customer Service (Call Center) staff (in coordination with Call Center Supervisors) to improve product knowledge, phone skills, objection clinics, as needed.
• Proactively plans, controls activities towards attaining goals included but not limited to profiling and tele-consulting. Provides prompt, efficient and friendly service to customers via phone or live-chat
• Participates in annual reviews and audits.
• Monitors loans, deposits, referrals to business partners, and fee income production.
• Implements department specific marketing plans.
• Profiles existing customers to maintain and expand banking relationships. Profiles prospective customers to develop new business. Maintains a database of active prospects.
• Works with Digital Channels and Marketing team members to design, implement and track marketing automation programs, including email and web-to-lead campaigns with an emphasis on continually improving conversion rates
• Provides feedback for improving online customer support channels (web, live chat, etc.)
• Adheres to HR policies and procedures
• Makes consumer and small business loans within lending authority. Approves credits and overdrafts within overdraft authority.
• Partners with CRA/Fair Lending Officer on business opportunities related to community development and CRA lending
Other Responsibilities:
• Maintains a current understanding of and complies with regulations that include but are not limited to Bank Secrecy Act, Customer Identification Program (CIP), suspicious activity reporting, OFAC, Reg B/Fair Lending, Reg Z/Truth in Lending, RESPA/Regulation X, Flood Insurance, Home Mortgage Disclosure Act (HMDA), Military Lending Act, Fair Credit Reporting Act, Reg DD/Truth in Savings, Expedited Funds Availability Act/Regulation CC, Gramm-Leach-Bliley Act, FACT Act/ID Theft, Reg E/EFT disputes, Community Reinvestment Act and the SAFE Act. In addition, Federal Telephone Consumer Protection Act, CanSPAM Act, and California State laws pertaining to telemarketing.
• Maintains a broad knowledge of banking regulations related to deposit and consumer lending products.
• Performs other work-related duties as assigned.
Education, Experience, And Other Skills Required:
• High school diploma or GED required
• Undergraduate or Bachelor’s degree preferred.
• Minimum of 3+ years personal or business banking required
• Fluent knowledge & experience selling consumer & business credit products required
• 1+ years’ experience of Telesales in a high volume fast, paced environment
• Strong customer service and telesales skills
• Proven successful sales experience.
• Outbound business calling experience with proven results required.
• Experience in a personal and business banker role preferred.
• Excellent verbal and written communication skills.
• Knowledge of consumer and commercial lending.
• Ability to be registered as a mortgage loan originator (MLO) in the Nationwide Mortgage License System and Registry (NMLS).
• Ability to utilize personal computers and Windows driven programs.
Company Profile
Established in 1975, Tri Counties Bank is a wholly-owned subsidiary of TriCo Bancshares (NASDAQ:TCBK) headquartered in Chico, California, providing a unique brand of customer Service with Solutionsavailable in traditional stand-alone and in-store bank branches in communities throughout Northern and Central California.
The Bank provides an extensive and competitive breadth of consumer, small business and commercial banking financial services, along with convenient around-the-clock ATM, online and mobile banking access.
Tri Counties Bank has remained strong and profitable through a top-down commitment to its core values, sound business principles and responsible lending practices.
Our success is also based on our involvement in the communities we serve. The personal touch comes naturally to Tri Counties Bankers. You may recognize us at business, school and non-profit events, baseball games and local eateries, skiing in the mountains, boating on the lakes, and fishing the local streams.
Qualifications
Skills
Behaviors:
Motivations:
Education
Preferred
Bachelors or better in Business Administration.
Experience
Licenses & Certifications
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.