CLIENT RELATIONSHIP OFFICER (CRO)

POSITION DESCRIPTION

The Client Relationship Officer (CRO) is responsible for delivering excellent customer service through personalized, efficient, and accurate handling of client needs, and functions as a full-service financial counselor for deposit and consumer loan products. The CRO enhances relationships by developing rapport with clients and cross-selling bank products to satisfy needs. The duties of the CRO include, but are not limited to, opening all account types and safe deposit boxes, answering phones, and following up on client inquiries. The CRO can serve as a back-up for the Client Success Champions (CSC) on the teller line. Duties include but not limited to, processing all teller transactions, answering phones, following-up on customer inquiries and assisting in various Branch Support related tasks.

This is a part-time position that will average 30 hours per week and will require Saturdays on a rotating basis, once fully-trained. This position is eligible for medical benefits.

POSITION QUALIFICATIONS

High School diploma or GED. Progressive position levels available including senior level (CRO II), depends on experience. Must have an overall understanding of bank operations and regulatory compliance. Must be able to develop relationships with clients by transacting accurately, cross-selling and calling on existing and potential clients. Skill competencies required include, but are not limited to:

• Proficient with all consumer and business deposit products.
• Excellent interpersonal, relationship building, and business development skills.
• Ability to manage performance to goals.
• Strong client-focus with effective listening skills.
• Flexible with shifting priorities.
• Ability to work both independently and as a team player.
• Practice ethical behavior and understand the need for confidentiality.
• Strong organizational and multi-tasking skills in a fast-paced environment.
• Excellent verbal and written communication skills.
• Branch hours to include Saturday hours.
• Must be an active community participant.
• Must have an overall understanding of Bank operations and regulatory compliance and Bank Secrecy Act.

POSITION RESPONSIBILITIES

Duties may include but not limited to the following:

Responsibility #1 Branch Financial Performance

• Branch consistently meets Retail Scorecard Goals. This is a collaborative effort, and each position plays a role.
• Opens accounts for new and current clients, assisting them in determining the account(s) which best meets client's personal banking needs.
• Close the sale of deposit products.
• Cross-sells additional bank services to new and existing clients; refers clients to appropriate departments with loan and household goals in mind.
• Ensures that new account forms are completed accurately, timely, and according to bank and regulatory standards; routes forms to the appropriate departments.
• Maintains tracking for follow-up of new and closed accounts.
• Secures new account and overdraft protection approval via appropriate tools.
• Understands how to link client accounts for online banking and mobile banking.
• Assists clients with loan applications.
• Proficient with calculating loan payments using NADA.
• Proficient with CMSE, DO2, Teller Insight, Chex Systems, Verafin, and Equifax e-Port.
• CRO is conversant with all deposit product types including IRA and HSA.
• Participates in achieving goals by making phone calls to clients, and potential clients, following up on inquiries, and by conducting business development calls.
• Works closely with Relationship Manager (and CRO II) on business prospecting and business development.
• Completes all required compliance training and actively participates in self-development to increase productivity.

Responsibility #2 Customer Service

• Provides excellent customer service and meets service standards.
• Actively listens for client solutions and makes recommendations.
• Responds to client inquires and requests in a timely manner.
• Provides prompt, efficient, and accurate service when opening accounts, loans and able to back up on the Client Success Champion line with accuracy.
• Answer calls and reply to email within service standards.
• Work cooperatively with manager or appropriate department to resolve issues to the client's satisfaction.
• Demonstrates a commitment to building and maintaining client loyalty.
• Promotes the branch and bank by servicing and deepening relationships with existing clients and attracting new clients with both loan and deposit products.

Responsibility #3 Transaction Management

• Accurately and efficiently processes a variety of client financial transactions in accordance with established policies and procedures.
• Consistently balances cash drawer within established guidelines.
• Performs a variety of general tasks such as completing forms, maintaining files, and reviewing daily reports.
• Assists in the processing of wire transfers at client request.
• Ensures required forms associated with transactions are submitted to the proper department in a timely manner.
• Ensures compliance with BSA and other regulations associated with this position.
• Demonstrates proficiency in identifying suspicious activity and ensuring completion of required reports in accordance with BSA regulations and internal policies and procedures.

Other Duties as Assigned

Each employee makes a significant contribution to the success of Sound Community Bank. Employees must have an overall understanding of department operations, and ensure compliance with regulatory requirements, including the Bank Secrecy Act. It is expected that each employee will readily accept additional duties and offer their services wherever and whenever necessary to ensure our success.

Corporate Core Values

Demonstrates behavior and actions which support Sound Community Bank's values and actively participates in volunteering.

Our employees are our most important asset

Results matter

Community is our heart

Access and sustainability are critical

Compensation

Hourly wage is dependent on experience.

CRO I $20.40 - $30.50

This position is eligible for a quarterly incentive bonus up to 14% of quarterly wages based on the achievement of personal and branch performance goals.

Health and Retirement Benefits

Health, Dental, and Vision insurance plans for employee and dependents

Employer-paid Group Life & AD/D insurance

Wellness Program discount towards medical insurance premiums, Employee Assistance Program

401(k) plan options with up to 3.5% employer match and Employee Stock Ownership Program (ESOP)

Voluntary benefits include: Health Savings Account (HSA), Voluntary Life & AD/D, Accident Plan, Critical Illness Coverage, Short-term disability, long-term disability, Flexible Spending Account (FSA) and Dependent Care Account

Time-off Benefits

Two weeks paid vacation, Paid Employee Days for Birthday and Hire Date Anniversary, Paid Sick and Safe Time (7 days per year), Bank Paid Holidays (11 per calendar year)

Other Benefits

We also offer the following (some perimeters apply): Tenure Bonus Program, Continuing Education/Tuition Assistance - up to $2,500 per year, Student Loan Debt Repayment - up to $100 per month, ORCA Passport/Transportation Alternatives/Benefit Allowance, Charitable Donation Matching Program, Gym/Health monthly reimbursement, Pet Insurance monthly reimbursement, Employee mortgage and consumer loans, Banking services (of course!) free of normal service charges, Employee Recognition Program

EEO is the Law

Sound Community Bank is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status or any other characteristic protected by law.

HOW TO APPLY

Apply for the position by clicking on the Apply button or visit our Career Center for all open positions at https://www.soundcb.com/about-us/career-opportunities.html