Financial Services Retail Banking Relationship Manager

The primary focus of the Retail Relationship Manager (Retail RM) is to build long-term and profitable customer relationships in order to maximize portfolio revenue growth and asset quality. Retail RMs deliver trusted financial advice and high levels of customer value by matching FT products and services to customer needs and goals. Duties of the Retail RM include: proactively sourcing and soliciting new customers; managing and coordinating all aspects of the customer’s financial relationship with FTN, including but not limited to financial planning, credit, deposits, small business products, investment and insurance products, and trust services/Highland Capital and/or Martin Co.; partnering with the customer and FTN specialists to identify the customer’s specific financial goals, dreams and needs; delivering personalized financial plans and product/service recommendations and working with the customer to implement financial plans either directly or by leveraging the appropriate FT specialists or alternate delivery channels; and proactively monitoring ongoing customer needs and market trends for portfolio optimization. The Retail RM is responsible for the performance and asset quality of an assigned portfolio of target customer households.
REQUIREMENTS
Job Duties and Responsibilities

% OF
IMPORTANCE


25%
Builds Customer Relationships
Leads and builds trusted advisor relationships with current and prospective customers through proactive solicitation and poised, confident communication and presentation. Demonstrates a personal interest in customers’ financial goals and dreams. Adjusts conversation and presentation style to customers’ personalities and interests. Demonstrates perseverance and enthusiasm for acquiring and retaining profitable customer relationships. Cultivates long-lasting customer relationships by providing ongoing, proactive service of total customer relationship needs. Educates customer about alternative delivery options that create efficient customer interactions (e.g., Online Services, First Link).


20%
Identifies Customer Needs
Utilizes customer segmentation and life stage knowledge and advanced profiling skills to work with customer to create a profile of financials, goals, objectives and dreams. Introduces the customer to Financial Planning services and builds customer confidence in the process and plan outcomes. Supports Financial Planning teammates and the customer to create a financial plan. Collaborates with Financial Planning teammates to present financial plan recommendations and generate energy for action.


30%
Delivers Customer Value/Consultative Selling
Acts as a financial advisor by educating the customer about financial strategies (e.g., financial planning, investments, insurance, credit, and market trends) based on customer profile and financial plan. Uses financial analysis skills, market knowledge, the completed financial plan and advanced knowledge of FT products and services to match customer needs with appropriate products and services. Presents product and service recommendations that will help customer achieve goals and dreams. Seeks FTN specialist expertise to supplement product and service recommendations as needed that will deliver greater customer value. Works with specialists to build customer understanding and confidence in recommendations and to close the sale. Monitors customer information/products, financial plan and market trends to identify new customer needs and opportunities to deliver further customer value.

25%
Portfolio Management/Optimization
Works to build and maintain portfolio mix of targeted high value and high potential customer households. Reviews portfolio reports to analyze and identify trends, issues and relationship sales opportunities. Maintains compliance with lending policies to support asset quality. Works with Retail RM Coach/Credit Admin. and customers to think out-of-the-box to analyze, structure and price innovative solutions/deals that meet customer needs and increase profitability. Seeks market, community and customer segment knowledge for increasing customer acquisition and revenue growth.