Summary

The Premier Banker 1 supports Sunward’s premier program by delivering warm, personalized service to premier members and assisting them with their day-to-day banking needs. The Premier Banker 1 partners with senior team members and licensed or investment professionals to ensure member needs are met, referring more complex situations appropriately.

They provide guidance on standard banking products, support digital banking inquiries, assist with basic account structuring, and help members understand foundational financial wellness concepts.

This role also contributes to deposit growth by identifying opportunities aligned with member goals and engaging in routine, structured outreach to deepen relationships. This position focuses on accuracy, hospitality, and a seamless member experience. This role does not perform teller transactions.

Essential Functions

• Provide warm, personalized service to premier members across in-person, phone, and digital channels.
• Serve as the go-to contact for assigned members, managing routine service needs and ensuring timely follow-ups to support a smooth, consistent experience.
• Recommend and fulfill standard retail banking products within established guidance and playbooks.
• Hold financial wellness conversations focused on understanding member needs, identifying opportunities, and connecting members with appropriate Sunward products or specialists.
• Support onboarding and routine account maintenance activities, helping ensure a smooth and welcoming experience for new and existing premier members.
• Support complex account structuring by gathering information, preparing initial scenarios, and applying a foundational understanding of NCUA insurance; contribute to the development of member banking plans based on goals and life events, escalating all in-depth, multi-layered structuring decisions while rapidly developing proficiency in advanced coverage strategies.
• Help members use digital and mobile banking tools, resolving routine access or functionality questions.
• Engage in structured proactive outreach — including scheduled callbacks, follow-ups on service items, targeted outreach to assigned members, and scheduling appointments — to support retention, deepen relationships, identify service needs, and uncover appropriate deposit-growth opportunities.
• Proactively work assigned member lists, conduct outbound calls, and engage members in conversations to identify deposit opportunities; assist members in consolidating funds, opening additional deposit accounts, or selecting higher-yield options, referring more complex or strategic needs to senior bankers. Refer members to licensed bankers for insurance conversations, and to wealth, investment, or advanced premier partners for broader planning needs.
• Support branch and program sales and service goals through quality member interactions, accurate task execution, and timely follow-ups.
• Document member interactions thoroughly and route follow-ups or escalations as needed.
• Collaborate with internal partners to resolve routine service issues and ensure a seamless member experience.
• Build foundational knowledge of Sunward’s premier program features, retail products, and digital tools while proactively working assigned leads, being available for referrals from retail teams and partners, engaging with prospective members, and bringing members in for on-the-spot appointments or scheduling consultations using the appointment model.
• This role does not perform teller transactions.

Qualifications

Experience

• Minimum two years in a Financial Service Consultant (FSC) or similar member-facing role with responsibility for relationship support, service follow-through, and product conversations OR 3+ years in retail banking, hospitality, private banking, wealth management, or other client-relationship environments.
• Proven experience building trust and engaging service-sensitive members, with comfort conducting needs-based conversations and identifying opportunities through routine interactions.
• Experience working in fast-paced, goals-oriented environments with demonstrated ability to meet or exceed sales expectations through relationship building, cross-selling, proactive outreach, and managing a sales pipeline (leads).

Education

• Bachelor’s degree in business administration, finance, hospitality management, or a related field preferred. Equivalent combination of education and experience may be considered.

Knowledge

• Working knowledge of common banking products such as checking, savings, CDs, and money markets.
• Basic understanding of NCUA insurance coverage and account structuring.
• Familiarity with digital and mobile banking tools.
• General awareness of financial wellness topics.
• Understanding of compliance expectations and the importance of accuracy in member transactions.  
• Proficient with digital banking platforms, customer relationship management (CRM) and documentation systems, as well as standard office applications.
• Foundational knowledge of relationship-management principles and consultative communication in a service-forward environment.
• Awareness of how deposit products support member goals, with the ability to recognize opportunities to strengthen deposit relationships through routine interactions.
• Interest in expanding knowledge of financial wellness, deposit insurance, and Sunward’s concierge offerings.

Skills/Abilities

• Strong interpersonal communication skills with a welcoming, hospitality-driven approach that builds trust with premier members.
• Ability to conduct basic needs-based conversations and identify opportunities through routine interactions, with appropriate referrals to senior or specialized partners.
• Solid organizational skills for managing appointments, callbacks, follow-ups, and routine outreach activities with accuracy and consistency.
• Comfortable with proactive outreach to members, including scheduling appointments and supporting structured retention and deposit-growth initiatives.
• Reliable, detail-oriented, and able to execute tasks accurately while following established playbooks and escalation guidelines.
• Good problem-solving instincts, using established procedures; asks clarifying questions and seeks guidance for unfamiliar or complex situations
• Adaptable, coachable, and open to developing service, product, and relationship management skills.
• Comfortable supporting deposit-related conversations and explaining basic account structuring and NCUA fundamentals.
• Demonstrates professionalism, discretion, and sound judgment when handling sensitive member information.

Physical Requirements/Work Environment

• Work is performed in a professional office or branch environment with regular member interaction.
• Ability to remain seated or standing for extended periods while meeting with members or performing desk-based work.
• Frequent use of a computer, phone, and other office technology to complete daily tasks.
• Ability to lift or move up to 10–15 pounds occasionally (files, office materials).
• Must be able to clearly communicate in person, over the phone, and through digital channels.
• Requires strong attention to detail and the ability to focus in a fast-paced service environment.
• Occasional travel between branches or off-site member meetings may be required.
• Role requires maintaining a polished, professional appearance consistent with a concierge-level service standard.
• Work hours may include occasional evenings or weekends based on member needs, appointments, or business demands.