Lead Relationship Banker - Elon

Truliant's mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Purpose of the Job

The Lead Relationship Banker is responsible for serving the financial needs of our member-owners accurately and efficiently, and developing a strong rapport with the member which supports the Credit Union's mission of enhancing our member-owners' financial lives and becoming their preferred financial partner. They perform tasks related to all facets within the Branch, which includes processing teller transactions, lending, account opening and maintenance, opening savings & investment products, along with other account services, operations duties, and leadership responsibilities. The Lead Relationship Banker will assist members from the initial point of contact through the completion of their transaction or platform need. The duties that the Lead Relationship Banker will perform each day will vary depending on the need of the member they are assisting and they will be responsible for seamlessly transitioning from the Teller line to the platform and back throughout each day. The Lead Relationship Banker must act as a positive role model for all employees in adherence to the organization's mission of meeting the financial needs of the Credit Union's member-owners. The Lead Relationship Banker provides leadership and supervision of the team at the instruction of the Manager and acts as the second in command.

Essential Functions and Responsibilities

• Engages members in conversation conducting quality guidance and credit reviews to uncover their financial needs and goals.
• Identifies quality referrals to other business units such as but not limited to: Business Services, Mortgage, and Truliant Financial Advisors.
• Accurately and efficiently processes account opening and maintenance, loan applications, and transactions for members to help them manage their finances.
• Ensures consistent adherence to Credit Union member service standards throughout every member-owner interaction, including providing first contact problem resolution.
• In collaboration with the Branch Manager, coaches the team using Vital Basics observational coaching model and serves as a role model by providing excellent customer service including engaging member in conversations and building relationships with them.
• Assists Manager in reviewing performance standards and expectations of team members to ensure effectiveness and accountability.
• Provides assistance and feedback to management in order to conduct performance appraisals including completion of monthly scorecards, 90-day reviews and annual reviews for the Teller team.
• Recognizes positive behavior, achievements, and results exhibited by employees in a fair, consistent and professional manner.
• Manages loan and deposit pipeline to ensure timely follow-up and cultivates leads into successes.
• Makes outbound guidance calls to member owners.
• Researches and resolves members' account issues and maintains integrity, discretion and confidentiality when handling difficult situations concerning members' accounts.
• Adheres to all Credit Union and security policies and procedures and assists Branch Manager to ensure that staff members apply appropriate skill in controlling loan and fraud losses.
• Assists Management to ensure that all Branch cash audits are carried out in an efficient, timely, consistent and accurate fashion.
• Assists Branch Manager to ensure that staff members appropriately control and minimize loan and fraud losses. Verifies that all staff are meeting Credit Union Balancing Standards.
• Ensures that team members adhere to all Credit Union and security policies and procedures, and communicates operational procedure changes.
• Schedules operations to assure that sufficient staff coverage is available during service hours. Assigns projects to team members and confirms that tasks are completed.
• Balances and audits ATM, Vault, Cash Dispensing Machine(s) and Transaction Currency Recycler(s) according to Credit Union policy and ensures the daily processing and management of the Night Depository. Keeps Member Financial Center below maximum cash limits and ensures maximum cash drawer limits are not exceeded. Manages the inventory of Official Check stock, Express Loan Checks and Starter Check stock.
• Responds to security and audit findings and monitors operations to ensure compliance.

Other Duties and Responsibilities

• Assists with other tasks and projects as assigned.
• Represents the Credit Union by participating in Credit Union sponsored events and networking functions.

Knowledge, Skills, and Abilities

• Must be flexible to assist members with various needs in different capacities throughout the day
• Must have strong understanding of standard concepts, practices, procedures, regulations and compliance within the financial services environment
• Must have superior interpersonal and coaching skills; ability to get along with diverse personalities; tactful, mature, flexible, compassionate
• Must have excellent communication skills in English, both verbal and written
• Must have good arithmetic skills
• Must have basic personal computer skills
• Must have knowledge of advanced products and services
• Must be proficient in-service recovery concepts as a vehicle to enhance member satisfaction
• Must understand basic concepts and principles of credit underwriting
• Must have Notary appointment, or attain Notary status within 3 months of hire
• Must be trained in Branch Lending
• Must have ability to understand all business processes within the credit union
• Must be detail oriented and well organized
• Must be able to work in a general office environment
• Must be flexible and able to shift resources and priorities as needed
• Must be able to resolve member's complaints and coach others
• Must have ability to work well under pressure in a goal-oriented environment
• Should possess a strong commitment to providing excellent service to Truliant's members

Physical Requirements

• Frequent standing, walking, and bending required
• Must be able to sit at a desk for moderate periods of time and use a computer
• Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds

Education and Background

• High School Diploma or equivalent required
• Strong interpersonal skills required
• College Degree preferred
• A minimum of 5+ years related experience in the retail industry or financial services required
• Previous sales experience required
• Previous lending experience required
• Previous leadership experience preferred

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account