For more than a century, First United has served the financial
needs of our personal and business
customers throughout Maryland, West Virginia, Virginia and
Pennsylvania. We care about our communities,
seek to understand what drives our customers and create
customized solutions to meet their needs.
Our mission is to enrich the lives of our customers, coworkers
and shareholders through an
unparalleled commitment to the client experience and passionate
involvement in the community.
Job Title: Senior Relationship Advisor
Job Reporting Relationships
Supervised by: Director of Retail
Supervises: Relationship Advisor II & I
Education/Training: A high school diploma or equivalent
required, an associate degree in financial related discipline
preferred; successful completion of First United Bank & Trust
Training Program; obtain and maintain appropriate Bank Product
Knowledge Certification; obtain and maintain active Nationwide
Mortgage Licensing Registry (NMLS) and complete appropriate SAFE
Skill(s): Above average communication (face to face, phone and
written) and interpersonal
relations skills; proficient analytical and mathematics skills;
above average attention to detail; ability to multi task;
experience working in a team environment and developing
relationships; exhibits problem solving skills; PC and Internet
proficient; proficient eye-hand coordination; ability to operate
various office machines; ability to lift approximately fifty (50)
lbs. of coin;
visual and auditory skills.
Experience: A minimum of three (3) - five (5) years' prior
retail banking experience or related work in retail sales, customer
service and /or cash handling experience, and one (1) year prior
sales management/supervisory experience normally required.
Responsible for leading and developing the retail advisor team,
provide sales leadership and management and achieving the sales
performance expectations of a community branch office. Performs and
assists a broad range of tasks of the highest complexities and
scope to ensure branch operations excellence. Builds rapport with
new and existing customers by utilizing the CARE Program process to
meet and support individual, business and organizations goals and
values. Must have lending proficiency and maintain and active NMLS
registration status. Must display principles of core values
including teamwork, accountability, passion for helping others,
communication, service oriented and continuous improvement.
This job classification is assigned to employees participating
in a formal development
program, that has a fixed time-period to successfully complete.
As a developmental position, Associates are responsible for
learning and developing knowledge, skills and abilities of all
retail banking policies and practices; including sales leadership
and management to drive internal branch growth, retail deposit and
consumer loan origination, implementing client advisory services
and leveraging service technology. Demonstration of effective sales
management, staff client advisor proficiency and the achievement of
assigned sales goals will be evaluated at the conclusion of the
development program and will be required.
Manages branch sales initiatives, providing sales leadership,
meeting or exceeding team goals and branch operations.
Working with the Director of Retail responsible for the
personnel administration including hiring, training and
development, schedule oversight, corrective action and performance
Manages the accurate transaction processing performed by
Relationship Advisors including processing checks, cash and the
sale of negotiable instrument transactions adhering to the Bank's
current policies and procedures.
Ensures all cash drawers and Vault are balanced and monitors own
cash transactions for accuracy when required to staff a service
Oversees and performs daily branch activities such as safe
deposit duties, opening and closing branch and vault, other duties
Able to effectively discuss, process and close all types of
deposit and lending products.
Includes appropriate people in decision-making process. Follows
instructions and responds to management direction.
Resolves problems or discrepancies on customer accounts in a
Follows all safety, security and compliance procedures.
Schedule and prioritize work activities, effectively handling
frequent interruptions while following up on commitments in a
Adheres to First United Bank & Trust's culture and brand.
Maintains an active NMLS registration status.
- Follows a supervisory training curriculum and applies learned
skills maximize customer engagement and experience.
- Sales & Uncommon Customer Experience
Works with the Director of Retail to develop and implement plans
to drive organic growth and achieve annual branch performance
Creates and implements specific plans to support the client
advisor strategy, including building client advisor relationships
to drive branch growth and expanding the use of service
technologies to improve operating efficiencies.
Provide uncommon customer experience by adhering to the service
standards. Responds promptly to the most complex customer needs and
requests for service.
Exhibits good listening skills and speaks clearly in positive
and negative situations.
Ensures staff maintains up to date knowledge of products,
services, technology and regulations.
Confidently recommends appropriate products and services
designed to meet customer needs in a pleasant and professional
manner, building rapport and demonstrating a genuine interest in
helping the customer.
Recognize and recommend appropriate solutions through a series
of relevant questioning utilizing our CARE Program tools to meet or
exceed individual sales goals.
Ability to balance business needs with customer requests while
managing potential risk and profitability to the bank; ability to
resolve the most complex problems.
Personalizes each customer interaction while accurately
processing banking transactions.
Maintains strong customer relationships to expand cross sell
opportunities and expanding customer relationships.
- Proactively maintains a self-developed pipeline of customers
and prospects for future opportunities with the objective of
meeting or exceeding assigned goals. Maintain an active
role in the community and leverage these opportunities for
Develops agenda and executes branch daily huddles and follows
through on team commitments.
Contributes to a positive working environment by developing
trusting and cooperative relationships with customers and work
Works with the Director of Retail to develop and implement
performance management activities. Applies constructive feedback
and coaching to improve individual performance.
Provides sales coaching and guidance to associate for referral
opportunities to team sales members. Grow capabilities of branch
associates by providing guidance as well as developing individual
career plans to foster a true trusted advisor culture.
- Recruit, build and sustain a team of retail associates who are
capable of delivering trusted advisor and consultative sales
results and proper risk management. Proactively builds mentor
connections for team associates.
Coordinates specific work tasks with other personnel within the
department as well as with other departments in order to ensure the
smooth and efficient flow of information.
Abides by the current laws and organizational policies and
procedures designed and implemented to promote an environment which
is free of harassment and other forms of illegal discriminatory
behavior in the workplace.
- Cooperates with, participates in, and supports the adherence to
all internal policies, procedures, and practices in support of risk
management and overall safety and soundness and the bank's
compliance with all regulatory requirements, e.g. Community
Reinvestment Act (CRA), Bank Secrecy Act (BSA), Equal Credit
Opportunity Act, etc.
Maintains and monitors branch performance reports and
continually communicates results with team associates. Reports
pertinent information to the immediate supervisor as requested, or
according to an established schedule; compiles information as
necessary or as directed and provides data to appropriate bank
Responds to inquiries relating to his/her particular area, or to
requests from customers, other bank personnel, etc., within given
time frames and within established policy.
Performs other related duties as assigned.
- Directly supervises assigned personnel as follow:
- Works with the Director of Retail and assists in recruiting and
selection of new
personnel as appropriate.
Makes provisions for the proper orientation and training of new
Reviews employee performance throughout the probationary period
and on a regularly scheduled basis thereafter.
Organizes, schedules, and distributes work among assigned
- Keeps personnel informed of pertinent policies and procedures
affecting the office
and/or their jobs; creates an atmosphere in which upward
communication from employees
- Administers personnel policies and procedures as established by
Performs tasks which are supportive in nature to the essential
functions of the job, but which may be altered or re-designed
depending upon individual circumstances.
Various locations as assigned
First United Bank & Trust is an Equal Opportunity Employer and
does not discriminate against any employee or applicant for
employment because of race, color, sex, age, national origin,
religion, sexual orientation, gender identity, status as a veteran,
and basis of disability or any other federal, state or local
protected class. First United Bank & Trust is a drug-free
- First United Bank, 29 West Southern Drive, Keyser, West
Virginia, United States of America