Digital Relationship Banker

JOB SUMMARY

The Digital Relationship Banker delivers prompt, efficient and friendly service to ensure excellent customer experience across all digital banking channels. This role is responsible for building, managing, and growing customer relationships through proactive engagement throughout the customer lifecycle – from digital account opening and onboarding to ongoing service, retention and relationship expansion. Serving as a dedicated digital relationship partner, the Digital Relationship Banker identifies customer needs, provides tailored product recommendations, and connects customers wit the appropriate bank solutions that support their financial goals. This position monitors digital engagement, anticipates opportunities for outreach and strengthens long-term loyalty through personalized guidance and consistent follow-up.

DUTIES AND RESPONSIBILITIES 

• Develop and execute digital relationship strategies that drive customer engagement, loyalty, and long-term profitability across all digital banking channels

• Orchestrate the end-to-end digital customer lifecycle from account origination and onboarding through retention and relationship expansion

• Leverage customer data, behavioral insights, and engagement analytics to identify growth opportunities and initiate targeted outreach strategies.

• Conduct consultative virtual financial conversations to uncover customer needs, align solutions with financial goals, and deepen primary banking relationships.

• Champion digital adoption by promoting self-service tools, mobile and online banking capabilities, and emerging technologies that enhance customer experience.

• Identify, prioritize, and execute revenue generating opportunities through needs-based cross-sell relationship expansion initiatives.

• Drive growth and retention by proactively mitigating attrition risks and strengthening over relationship value.

• Serve as a trusted digital advisor, delivering high quality service resolution while reinforcing the Bank's brand and customer promise.

• Collaborate with internal partners to provide holistic financial solutions.

• Maintain disciplined pipeline management and CRM documentation to support performance tracking, forecasting and relationship strategy execution.

• Ensure strong adherence to all regulatory requirements, compliance standards, and information security protocols in a digital- first environment.

• Achieve or exceed defined performance objectives related to customer satisfaction, digital engagement, revenue growth and relationship depth.

QUALIFICATIONS 

• High school diploma or equivalent required; an associate or bachelor's degree is preferred.

• Minimum 2 years retail banking experience with customer onboarding, consumer account opening, and business account opening required.

• Contact center experience with multi-channel support a plus.

• Experience using CRM systems to manage customer contacts, cases, and follow up opportunities helpful.

• Experience with inbound and outbound outreach through multiple channels is a plus.

• Advanced customer service and communication skills with the ability to handle complex, time-sensitive interactions timely.

• Strong problem-solving and critical thinking skills with the ability to analyze issues and determine effective solutions.

• Outgoing, sales-oriented, who can work independently

• Exercise sound judgement, apply critical thinking skills, and perform all responsibilities accurately

• Familiarity with digital banking tools and promoting client adoption of self-service digital banking tools.

• Effective collaboration and cross-functional partnership skills to deliver holistic financial solutions.

• Strong understanding of bank regulatory standards and regulations.

• Proficient computer skills (i.e., Microsoft Word, Excel, Outlook, any other software, etc.).

• Professional, reliable, and able to build positive working relationships with customers, teammates, and internal teams.

• Self-motivated, adaptable, and committed to contributing to a team culture focused on service excellence and continuous improvement.

ABOUT US

For over a century, Peoples Bank has served as a cornerstone of customer commitment, helping our communities thrive and continuously supporting our community members. Proudly bearing the Finward name as a Finward Company, our logo symbolizes our unwavering dedication to financial excellence, advanced technology, and elevating the customer journey.

Headquartered in Munster, Indiana, Peoples Bank offers an extensive array of consumer, business, and wealth management solutions, alongside cutting-edge digital banking services. With 26 conveniently located Peoples Banking Centers spread across Northwest Indiana and Chicagoland, we uphold a tradition of delivering top-notch performance to our valued residents.

At Peoples Bank, we are driven by a passion for fostering success within our customer base and communities. Anchored in our core values of Stability, Integrity, Community, and Excellence, we are committed to building strong partnerships with our customers and communities to help them achieve financial success. Through innovative engagement and technology, we ensure an exceptional customer experience at every turn.

For more information on benefits visit the Careers page of our company website at https://www.ibankpeoples.com/resources/careers.

Peoples is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Equal Housing Lender / Member FDIC