Job Profile Summary
FUNCTION: Working under the direction and guidelines established by the Director of Wealth Management, the Relationship Manager (RM) is primarily responsible for client relationship management. This includes the growth, profitability, and retention of the individual & family, nonprofit, and retirement plan customer segments. This position delivers exceptional customer experience to the Bank’s customers. Additionally, the position is integrally involved in proactive sales and referral cultivation, working closely with the group’s development team, internal business partners, external referral sources, and existing clients. Additionally, the RM will participate in, and sometimes coordinate, BWM’s response to requests for proposals. The RM may be assigned special BWM projects.
ACCOUNTABILITIES:
Relationship Management
- Maintains primary responsibility for the retention of existing client relationships assigned, including meeting quantified contact targets and client satisfaction strategies.
- Complies with the Bank’s customer experience standards in all respects.
- Provide comprehensive relationship management to client relationships as assigned
- Coordinate account activity, communications, proactive contact and compliance for assigned relationships
- Reviews, and creates when necessary, reporting to ensure progress related to customer experience and account administration standards.
- Identify relationship growth opportunities within assigned relationships and develop strategies for pursuing these growth opportunities.
- Conducts annual account reviews of all assigned non-trust accounts, completing the review accurately and on time.
- Independently handles time sensitive transactions for and responses for client relationships
- Documents electronic file with important client objectives, concerns and/or communications to ensure appropriate risk management measures are in place.
- Works seamlessly with Trust Administration Team to ensure delivery of exceptional customer experience and effective trust administration
- May serve as a member of the Trust Administrative Committee
- May assist with preparation for the Trust Administrative Committee (TAC);
- Owns assigned projects, acting as project lead and seeing through to completion.
- Understands comprehensive client relationships with Bangor Savings Bank and works with other business lines to ensure customer experience standards are being met.
Business Line Sales Development:
- Proactively services and cross sells client relationships for the purpose of improving client satisfaction and generating incremental interest and non-interest income for Bangor Savings Bank.
- Consistently reports information to the Development Team on activities related to business development efforts, i.e. client calling, prospect meetings, development results, etc.
- Prepares or assists in the preparation of proposals for presentation to existing customers, prospects and COIs.
- Utilizes and maintains the customer database as a relationship management and cross sales tool.
- Provides responsive and appropriate financial solutions for relationships referred through internal or external channels.
- Responsible for managing behaviors and activities in pursuit of assigned annual goals, which includes net new fee revenue goal.
External Sales Development
- Builds and nurtures network of centers of influence, community leaders, business owners and internal partners for the purpose of increasing market share through new client acquisition.
- Establishes and maintains visible presence within assigned business community and markets served.
- Responsible for managing behaviors and activities in pursuit of assigned annual goals, which includes net new fee revenue goal.
- Coordinate prospect calling/action/development plans with other Business Line Associates
- Fully supports all BSB business lines in primary and secondary business opportunities.
- Coordinate and prepare Request for Proposal responses
Other:
- Creates, monitors, maintains and analyzes various system and tracking reports (referral tracking, client contact reports, account reviews, etc.) to ensure transparency and progress in connection with filing requirements, BWM projects, and progress expectations in general. Make recommendations on the basis of analysis of report results.
- Makes recommendations to streamline processes and gain efficiencies for the BWM
- Identifies and provides solutions for department wide needs.
- Special projects as assigned
- Participates in community and corporate events that support and promote BSB
- Interact harmoniously with others in a team environment
- Cross sell BSB products and services in support of all business lines
Compliance and Control:
- Assists in ensuring that the Bank is in compliance with local, state and federal regulations
Knowledge/Skills/Experience
- 5+ years trust and investment management/wealth management experience
- MBA and/or Cannon experience preferred
- Excellent customer service skills
- Demonstrated personal computer literacy
- Ability to handle complex problems
- Strong communications skills, verbal and written
- Strong analytical and organizational skills with an ability to interact effectively with all levels of staff and management
- Proactive planner and self-motivated, with good selling and business development skills
Physical Demands/Conditions Requirements:
General office environment. Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required.
Equipment Used:
General office equipment.
External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.
