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About the Role
As a Relationship Banker, you will serve as a dedicated financial guide, responsible for cultivating long-term customer loyalty through a proactive and consultative approach. This role involves providing support on the teller line and engaging with customers to identify financial needs and deliver tailored solutions. You will uncover opportunities for product depth and partner referrals, ensuring a seamless customer experience. As an experienced resource, you will provide mentorship, hold a higher level of authority for transaction processing and problem resolution, and may act in place of management to ensure operational continuity.
Responsibilities
- Processes transactions accurately and efficiently by following proper cash handling procedures; balances cash drawer and adheres to established cash limits, buying and selling currency from the vault
- Fields incoming customer service calls referencing knowledge of Company operations, products, services, and programs
- Answers account and banking related questions such as interest rates, service charges, and account histories while complying with disclosure requirements, regulations, and consumer privacy policies
- Prevents and detects fraud by identifying counterfeit currency and monetary instruments, including cashier’s checks, money orders, and domestic/international wire transfers, following customer identity verification, adhering to check cashing and dual-control procedures
- Protects customer and Company resources by following security requirements such as executing branch opening and closing protocols ensuring branch safety
- Drives branch growth by leveraging caring conversations with customers to conduct in-depth needs assessments, proactively uncovering opportunities for products and services, and delivers referrals to internal business partners
- Opens and closes all types of customer accounts (e.g. checking, trust, business), takes loan applications, completes debit card disputes, completes domestic/international wire transfers, and orders debit cards as appropriate
- Provides key support to the Banker I, Banker II, and Head Banker, by serving as a peer mentor and subject matter expert for complex customer service inquiries related to platform transactions that may require higher level of approval
- Collaborates with branch team members and internal partners to research and resolve customer concerns to ensure seamless service and relationship retention
- Maintains up-to-date knowledge of and adheres to applicable Company policies and procedures, and federal regulations, such as the consumer protection laws governing loan origination
Requirements
- Associate’s Degree or equivalent required
- 3 years of experience in banking, customer service, cash handling, or retail sales preferred
- Ability to achieve NMLS certification and Signature Guarantee certification
- Strong understanding of products and services and a demonstrated ability to grow customer relationships through sales results
- Exceptional written and verbal communication skills, in English, with the ability to communicate confidentially, clearly, professionally, and confidently with customers, internal partners, management, and other stakeholders; bilingual is a plus
- Demonstrated commitment to delivering high-quality customer service with a courteous, patient, and professional demeanor
- Excellent attention to detail, active listening skills, and problem-solving skills with the ability to follow procedures and to think creatively assess customers’ needs
- Excellent interpersonal and leadership skills; ability to provide on the spot coaching and guidance to team members as needed
- Proven ability to manage multiple tasks simultaneously while remaining aware of surroundings and priorities
- Sound judgment, discretion, confidentiality, and a high level of integrity when handling confidential information
- Proficiency in Microsoft Office applications (Word, Outlook, Excel) and ability to effectively learn and utilize department specific systems and software
- Ability to remain in a stationary position, often standing, for prolonged periods of time
- Ability to repetitively use a telephone, computer mouse, and keyboard for extended durations
- Ability to move, lift, carry cash bags, coin boxes, and branch equipment up to 30 pounds
- Ability to travel is required to maintain client relationships and support business objectives; travel can be completed by car, public transportation, or other reasonable means.
- Ability to work rotational Saturday schedule to provide branch support
Skills
- Customer Service
- Relationship Building & Sales
- Digital Proficiency
- Problem Solving
- Detail-Oriented
- Regulatory Environment
- Cash Handling
- Fraud Detection
- Security Protocols
- Account Opening and Closing
- Loan Application Processing
- Debit Card Dispute Resolution
- Wire Transfer Processing
- Debit Card Ordering
- Mentorship
- Collaboration
- Microsoft Office Suite
- Interpersonal Skills
- Leadership Skills
- Task Management
- Judgment
- Discretion
- Confidentiality
- Integrity
Location
- Colonie
Work Type
- Full-time
Experience Level
- Experienced professional
Education Level
- Associate's Degree
Salary/Compensations
- $21.25 - $24.50 an hour
Benefits
- Pleasant, inclusive work environment
- Career development opportunities
- Competitive compensation
- Potential bonus and incentives
- Paid vacation, sick time, and holidays
- Medical, Dental, and Vision Insurance
- Flexible Spending Plan
- 401(k)
- Pension
- Employee Stock Ownership
- Education and Tuition Reimbursement
- Employee Assistance Program
About the Company
- As a multi-bank holding company, Arrow Financial Corporation has over $4 billion in assets. Through our subsidiaries we provide a broad range of banking and insurance services across northeastern New York, including online and mobile banking, wealth management, money market and deposit accounts, and mortgage, consumer and commercial loans.
- We are committed to delivering value for our shareholders, our customers, and our communities. Our conservative business model and strategy of steady growth have resulted in many recognitions from the nation’s leading publications and bank-rating firms.
Equal Opportunity
- We are an Equal Opportunity Employer. Our philosophy and practice are to provide equal opportunity to all employees and applicants for employment without regard to race (including traits historically associated with race), color, religion, creed, gender, sex, pregnancy (including childbirth and related conditions), sexual orientation, gender identity or expression, status of being transgender, national origin, age, disability, genetic information, predisposing genetic characteristics or carrier status, marital status, familial status, amnesty, status as a victim of domestic violence, reproductive health decision making, citizenship or immigration status, prior convictions or arrests, military status, status as a protected veteran, known relationship or association with any member of a protected class, or any other federal, state, or local legally protected classes.