Virtual Relationship Manager

  • Associated Bank
  • Milwaukee, WI, USA
  • Jul 08, 2018
Full time Banking Customer Service Finance

Job Description

Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability who need assistance applying for a position with Associated Bank are asked to email: or call: (800) 878-3282. 

Under moderate supervision, manage a portfolio of Small Business relationships in a centralized "virtual" sales environment and ensure retention of total client assets and net growth in relationships, while complying with established Associated Banc-Corp risk management and credit policy, business strategy and regulatory guidelines. The Virtual Relationship Manager (VRM) plays a vital role in the growth and development of the Branch Business Banking portfolio. The primary role is to proactively reach out, by phone, to develop and deepen relationships through cross-sell of additional products as well as to work with internal partners in the fulfillment of new business. The VRM will build deposits, loans, fee income and refer appropriate customers and prospects to Merchant services, Treasury Management, Associated Benefits & Risk Consulting, Consumer Banking and Wealth Management. These individuals are part of a dynamic, results-driven, collegial sales team that connects directly with clients via phone, email, chat and other virtual channels. 

Additionally, the VRM provides functional credit support to Branch Managers by supporting new money applications and loan/line renewals. The VRM works with referred customers and prospects to support Branch Managers in the sale and delivery of the bank's lending products. In that capacity, the VRM acts as a consultative adviser to both the Branch Manager and to the customer/prospect. Specifically, this position is responsible for working with the company to understand its financing needs, identify the proper lending structure, work to complete the credit application and following the application through the credit process. The VRM is responsible for maintaining an awareness of the status of each application and for communicating with the applicants and/or the Branch Manager as appropriate during the underwriting process. VRMs must maintain strong internal relationships with Branch Managers, Virtual Relationship Managers, and the Credit Support Services team members. 

This position is located in a centralized environment and will conduct customer/prospect interactions primarily via telephone and email. 

Responsible for expanding and deepening customer relationships by identifying customers’ needs comprehensively and matching their needs with selections and resources within the colleague’s assigned business line and across all business lines of Associated Bank. 

As a valued colleague of Associated Bank you play a critical role in delivering an exceptional customer experience during every interaction. Expectations for this position require the ongoing focus on building solid and long lasting relationships by engaging all customers in a positive manner. Colleagues should provide customers a positive experience that includes undivided attention, straightforward and knowledgeable service and ensure that the customer’s best interests are our number one priority. Consistency around customer experience guidelines is key and expected from all of our colleagues. Our goal is to simplify the customer experience and deliver outstanding service to every customer, every time. 

Operates in full compliance with internal policies and procedures as well as applicable regulations and laws, including but not limited to Bank Secrecy Act/Anti-Money Laundering requirements. Responsible to report any procedure or process that doesn’t meet regulatory requirements including fraud, whether suspected or confirmed, to management. This reporting can be done directly to any member of management, including Human Resources or Corporate Security, or can be reported through Associated’s anonymous Ethics Hotline.

Responsibilities/Essential Functions: 

Located in a centralized "virtual" environment the Virtual Relationship Manager will pro actively manage a portfolio of Small Business banking relationships leveraging phone, email and chat capabilities to grow lending and deposit business as well as retain the relationships. Responsibilities include achieving sales & calling goals, ensuring portfolio profitability growth and providing a strong consultative customer experience. cross selling all Small Business products, including deposits, lending, basic treasury management, merchant services and consumer banking services. 

Act as lending subject-matter-expert and support Branch Managers in the Small Business new money lending process. Call referred customers/prospects to collect customer loan documentation, including financials. Assess the information and perform preliminary underwriting in order to recommend and structure a credit request that will meet the customer's needs and ability to repay. This process will include reviewing customer financials, calculating cash flow, and performing other simple analysis in order to assess of the C's of Credit. Complete and enter the customer's lending application, and then submit to Underwriting. 

Ensure the portfolio administration and risk management of each client relationship is in compliance with established Associated Banc-Corp credit policy, procedure and business strategy as well as commercial and regulatory guidelines. This responsibility includes collaboration with customers and Credit Support Services to process lending renewals in accordance with Associated Bank policy. 

Maintain strong relationship with internal partners; actively participate with assigned team. Respond to inquiries from Branch Managers, Credit Support Services and customers/prospects in a complete and timely fashion. Act as subject matter expert so as to improve the partners' knowledge of the Small Business Lending products. 

Collaborate with your internal partners to ensure efficient flow of banking products and services through mutual referral process. 

Provide financial advice and counsel to clients and prospective clients regarding trends and conditions of the environment and general banking trends though bank approved sources. 

Virtual Relationship Managers are responsible to evaluate the applicable risks -- strategic, reputational, compliance/regulatory, operational, credit interest rate, liquidity or price/financial -- related to all customer and prospective customer sales opportunities/deals and activities they perform in their job function. In order to effectively identify the applicable risks, VRMs will participate and complete all required training through Associated University. Additionally, VRMs are strongly encouraged to seek opportunities to expand their knowledge of various risks through self-directed activities such as research of regulations, laws and other activities in consultation with their manager.


Education Level 
Bachelor's Degree or equivalent combination of education and experience 
Business, Finance, or Accounting.

Small Business or Commercial Banking sales experience. 2-4 years


Business development experience. 4-7 years
Credit training and lending experience.  4-7 years