Digital Consumer Relationship Manager

Overview

The Digital Consumer Relationship Manager is responsible for delivering an exceptional digital experience to our customers in support of the organization’s overall sales and service culture by leveraging technology and acting as a trusted advisor, demonstrating an understanding of the customer’s financial needs, and then offering competitive solutions to meet those needs. In alignment with the organization’s vision, mission, values and business model, the Digital Consumer Relationship Manager focuses on generating consumer loans, mortgages, deposits, and other financial services for new and existing customers, received through an internal or virtual channel, who prefer a true digital experience. This role directly impacts the bank’s production loan growth goals through effective relationship management and the execution of digital transformation and sales and service initiatives.

The Senior Digital Consumer Relationship Manager receives and advises customers on larger, more complex financial loans and transactions. 

RENASANT BANK IS AN EQUAL OPPORTUNITY EMPLOYER

Responsibilities

• Deliver a best-in-class digital customer experience by consistently executing the bank’s sales methodology, first seeking to understand the overall financial needs of our customers, and then offering competitive solutions to meet their needs
• Drive organizational growth and profitability by generating consumer loans, mortgages, deposits, and other products and services received through an internal or virtual channel and then acting on those leads digitally
• Establish and maintain a customer-centric relationship management process by balancing technology with human touch, championing digital solutions products and technological advancements, leveraging technology to further enhance sales, (i.e., process automation, digital customer interactions, referral sources), and prioritizing opportunities to obtain and grow relationships
• Ensure that all consumer loans meet credit requirements for lending quality, customer eligibility, and compliance through the prequalification and approval phase as determined by the bank’s digital lending platform; work closely with credit to analyze the credit strengths and weaknesses of prospects and borrowers to make profitable loan decision recommendations and submit complete and accurate consumer loan packages.
• Oversee digital consumer loan origination from opportunity and prequalification to loan approval and closing, including managing the online consumer application process, capturing customer information in the database, and advising customers digitally of loan options, terms, collateral, and credit decisions
• Investigate, track, and resolve customer problems and inquiries
• Grow and manage an active portfolio of consumer loan relationships by acting on warm leads and working with new and existing customers virtually; manage all credit risk within the assigned portfolio (exceptions, past dues, and problem assets)
• Partner with retail branches to create a seamless experience by servicing an online consumer loan application at any point in the origination process to support ease of customer and executing any necessary loan documentation
• Advocate for the bank and our customers by engaging in various community organizations and development activities
• Maintain a working knowledge of all bank products, services, processes, and systems
• Monitor new developments within the lending market, as well as compliance with loan policies and regulations. Recommend modifications to bank lending policies and procedures, as needed
• Perform other related duties as assigned

For all Senior Digital Consumer Relationship Managers:

• Independently develop and maintain relationships with proactive business development efforts including identifying leads, opportunities and referrals
• Expected to meet production and/or referral goals
• Higher lending limits for both secured and unsecured lending

Qualifications

• High School diploma or equivalent
• Minimum of 2 years of customer service in a retail branch or in a digital banking environment experience
• Minimum of 1 year of consumer loan experience, loan administrative support, credit underwriting, or credit administration experience
• Knowledge of the consumer lending process
• Extensive knowledge of industry products, policies and procedures, operations, and compliance regulations
• In-depth knowledge of financial industry loan and deposit products
• Ability to optimize an inside sales strategy and translate customer needs into sales deliverables
• Strong analytical, marketing/sales, consulting and negotiating skills
• Proficient in Microsoft office suite of products including outlook, word, and excel
• Advocate for technology; willing and able to leverage various digital tools and software to track, measure, and achieve performance and sales goals
• Strong written and verbal communication; ability to connect with others through various digital delivery channels
• Exercise mature judgement with a high degree of integrity and professionalism
• Ability to maintain confidentiality about all information
• Ability to work unsupervised at a proficient and productive rate
• High energy, results-oriented, and work well in a team environment

For all Senior Digital Consumer Relationship Managers:

• 3 years consumer lending, credit underwriting or administration experience
• Working knowledge of applicable compliance regulations and loan documentation requirements
• Proven sales track record managing complex transactions
• 2 years proven experience working with internal partners and/or through digital channels to establish sales leads and translate customer needs into sales opportunities

Physical Demands

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand or sit; kneel, stoop, or squat; use hands or fingers to handle or feel objects, tools or controls; reach with hands and arms, and talk or hear. The employee is occasionally required to walk. The employee must occasionally lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and the ability to focus.

Work Environment

The Bank’s professional working environment requires employees to communicate effectively, both verbally and in writing. Employees must demonstrate strong interpersonal skills when working closely with internal business partners and external clients. Employees may be exposed to confidential and propriety information within the working environment, therefore, must uphold confidentiality at all times. Due to the possibility of being exposed to high risk situations (i.e. robbery), detailed instructions and procedures are required to be followed at all times to safeguard the Bank’s employees, customers, and assets.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. The principal duties and responsibilities enumerated are all essential job functions except for those that begin with the word “May”.

This job description is intended to describe the normal level of work required by the person performing the work. The principle duties outlined are the essential responsibilities and duties.  Other duties may be assigned as needs arise.  Job requirements and/or processes may be modified to reasonably accommodate persons with a disability as required by law.

This description is not intended as a contract and is subject to change. Any written contractual agreements supersede this job description.