Job Summary
Serves as the retail branch consumer and small business lending banker and subject-matter-expert within a traditional bank branch model. Consults with consumer and small business customers to identify, understand, and prioritize financial needs and to deepen relationships. Refers customers to internal and external partners for additional opportunities. Serves as the first line of defense in preventing fraud and mitigating risk. Leads by example and coaches bankers in sales activities and the consultative sales process including utilization of the Financial Needs Assessment. Works closely with and assists the branch Retail Market Manager (RMM) with managing branch functions and with ensuring overall branch success including branch profitability, sales, the customer experience, and team development. Provides ongoing coaching and development to team and is accountable for team success. Demonstrates passion for delighting customers by living the Customer Covenant every day.
Job Duties and Responsibilities
- Engages and consults with consumer and small business customers to identify, understand, and prioritize financial needs. Champions the customer's financial success through positioning product solutions and engaging appropriate partners.
- Assists the branch RMM with managing branch functions and with ensuring overall branch success including branch profitability, sales, and customer experience. Works closely with RMM to train, coach and develop branch team members in areas such as sales management, customer service, and compliance with company policies.
- Assists the branch RMM with developing and maintaining a quality, diversified loan portfolio, including various types of loan programs such as consumer, small business and real estate.
- Pursues new business using sales management tools to proactively identify, retain and deepen current customer relationships and to identify and develop prospective clients or centers of influence.
- Partners with branch RMM to prepare for sales calls to add value and strengthen personal relationships with customers. Conducts outside calling to small business owners. Collaborates with business partners such as private wealth, financial planning, commercial banking and other line-of-business segments to strategize and develop comprehensive banking relationships.
- Works proactively and closely with bankers to maintain a consistent deposit and loan pipeline. Develops referral sources to generate business. Meets or exceeds individual performance sales, referral and activity goals while supporting the goals of the branch and company. Establishes and maintains relationships with community based organizations in support of bank goals and programs.
- Participates in daily kick-off and huddle activities, weekly sales meetings, and sales and training activities. Champions products and shares specific product information and sales tips. Performs proactive outreach to customers and prospects during sales campaigns and promotions. Works closely with and assists the branch RMM with the coordination and communication of sales, marketing, and product initiatives within the branch.
- Opens and services accounts. Interviews consumer and small business loan applicants to identify loan opportunities and may process and close loans. Follows established policies and procedures with minimal exceptions. Ensures all operational tasks are completed and all exceptions are cleared in a timely manner.
- Assists the branch RMM and Regional Operations Manager with ensuring operational integrity of the branch including monitoring team compliance with bank regulations, policies and procedures. Assists branch RMM with protecting the assets of the branch through management of credit quality and minimization of losses.
- Reads, comprehends and complies with all communications and directives in a timely manner. Follows ethical practices in all activities related to the branch including operations, customer treatment and sales activities. Effectively communicates with leadership and coworkers to promote a positive and collaborative team environment.
- Adheres to Branch Operations Standards, policies and procedures and regulatory guidelines to protect against risk. Maintains a high level of awareness to recognize and report suspected fraud. Follows the business code of conduct including reporting known or suspected violations to the appropriate Company authority in a timely fashion. Completes compliance and other assigned training on time.
- Models Synovus' culture and values in everyday interactions with team members, customers and business partners. Promotes a positive work culture by supporting and increasing team member engagement.
- Completes all assigned and recommended training for the RMM role to include leadership and coaching classes. Takes ownership of development plan and actively pursues opportunities to develop leadership skills.
- Manages coaching, development and performance of team members. Communicates key information to team members regarding changes to bank policies, procedures, products and services.
- Demonstrates professionalism in appearance, punctuality, and behavior. Maintains a clean, organized work area.
- Manages the annual performance management and merit processes for direct and indirect reports. Coaches and develops team members and builds a work environment where team members are engaged and feel a positive sense of achievement about their role in the company. Works closely with Human Resources regarding employee relations, compensation, training, posting and filling vacant positions and other Human Resources related matters.
- Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
- Performs other related duties as required.
The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Synovus is an Equal Opportunity Employer committed to fostering an inclusive work environment.
Qualifications
Minimum Education:
High school diploma or equivalent.
Minimum Experience:
Four years of successful sales or customer service experience where defined goals and accountabilities were routinely met or exceeded and experienced/proficient in consumer loan processing; or three years of job specific experience in a Relationship Banker role and experienced/proficient in consumer loan processing.
Required Knowledge, Skills, & Abilities:
- Extensive knowledge of bank services and products
- Aptitude for consultative selling
- Ability to establish, maintain and deepen customer relationships
- Knowledge of state and federal banking compliance regulations
- Strong interpersonal and communication skills
- Strong customer service skills
- Strong listening skills and a positive communicator
- Proficiency using Microsoft Office software products