RELATIONSHIP MANAGER

The Relationship Manager (RM) is responsible for managing a defined portfolio within the Preferred Banking segment to achieve profit, business growth, and customer service goals consistent with the Bank’s objectives. The RM keeps abreast of business developments, competition and critical business issues to protect and grow market share. The RM also builds and deepens the Preferred Banking customers’ relationship with the Bank by offering customer-centric advice and solutions.

Responsibilities

Relationship Management – Manages and grows a portfolio of Preferred Banking clients through active engagement and by providing customer-centric advice

• Provides financial advice and wellness to clients based on their profile and risk appetite
• Maximizes use of tools (e.g. Remote Desktop Services) in spotting opportunities to uncover needs of clients during conversations
• Performs service and sales call-outs to clients and face-to-face engagements whether in- branch, virtual or client visits
• Acquires new-to-bank clients or referrals who are eligible to be Preferred Banking clients
• Engages and creates relationship with prospective next generation of Preferred Banking clients
• Initiates and coordinates with Area Business Director and Preferred Banking Marketing/Product Groups for localized marketing activities such as client forums, coffee talk, etc.
• Closely monitors and provides regular updates to each client
• Encodes in all available reporting tools to document results of client conversations
• Ensures that contact information and/or bank records of clients are consistently updated
• Maintains strict confidentiality of client data
• Promotes usage of digital channels
  
  

Customer Service - Ensures consistent and timely delivery of services to customers

• Ensures that the banking needs, transactions and service requirements of Preferred Banking clients are delivered with a high level of urgency
• Addresses issues and concerns of Preferred Banking clients and provides resolution within the prescribed turnaround time (TAT)
  
  

Operations, Control and Risk Management

Acts as second approver to branch over-the-counter transactions, as contingency and upon approval of Area Business Director

• Recommends/ endorses and secures proper approval for special requests of Preferred Banking clients
• Safeguards own passwords and assigned keys at all times
• Ensures upkeep of workstation and branch premises
• Adheres to security, safety and health protocols (e.g. social distancing, etc.)
• Performs other functions that may be assigned from time to time
  
  

Qualifications

• Bachelor’s Degree preferably in Business Administration or related disciplines
• Must have experience in branch banking operations
• Understanding the account profitability analysis (APA) of clients
• In-depth knowledge of the Bank’s products and services including its digital platforms; Customized product bundling
• Has knowledge in branch banking operations and administrative procedures and systems
• Excellent communication skills with good analytical & presentation skills
• Strong cross-selling and customer service skills
• Probing and spotting opportunities; skill in uncovering needs of clients during conversations