Personal Banker I
SUMMARY:
The position of Personal Banker I is responsible for ensuring the customer’s needs are achieved by conducting a thorough financial needs assessment and recommending the most appropriate products and services that fulfills the customer’s immediate and future financial needs. Under direct supervision, the Personal Banker I will generate leads, build new and maintain existing customer relationships, resulting in outcomes that define great customer experience. The Personal Banker I is accountable for delivering clarity to customers through simplicity, guidance, and know-how and does this both at the service window, as well as through needs assessment and sales. This level is based on 1 to 3 years of banking experience or previous Teller or experience in a customer contact/sales position or equivalent.
ESSENTIAL FUNCTIONS:
- Coordinates both the Personal Banker and Service Representative functions in the delivery of efficient, accurate and professional service that defines great customer experience.
- Provides transactional support to the Service Area (Tellers) as well as dual control functionality as applicable (75%).
- Opens all types of personal and business accounts and prepare related documentation (25%).
- Inputs and closes personal loan applications including DDA lines of credit and credit card applications.
- Assists customers with requests, complaints, research and follows-up on details to resolve matters to the customer's satisfaction as it may relate to:
- Deposit accounts
- Debit and Credit cards
- Safe deposit boxes
- Official checks
- Any other bank product or service
- Processes non-post report, wire transfers, credit card orders, address changes, check and deposit slip orders, endorsement stamp orders and any other related branch reporting or process.
- Be familiar with all security procedures of Branch, including opening & closing, personnel safety, and Bank procedures.
- Interfaces with customers via telephone or in person.
- Must be able to support multiple branch locations as needed.
- Exhibits effective communication
Generates and maintains profitable customer relationships while satisfying and exceeding customer financial needs and expectations, thereby defining great customer experience.
- Achieves activity and growth goals as well as customer satisfaction objectives.
- Engages in outbound calling and needs assessment as assigned by the Bank Manager to generate qualified referrals for alternative products, channels and other lines of business to meet goals.
- Meets or exceeds all established activity goals (face to face appointments, voice to voice calls, etc.) to drive sales and referral results.
- Have an understanding and apply basic sales skills and product knowledge including deposit and loan products.
- Adherence to all operational, regulatory and security requirements, directives and procedures while minimizing losses.
- Adheres to regulatory and compliance criteria in regard to opening deposit accounts, adhering to operational and screening processes.
- Inputs and follows through with loan applications following operational and regulatory requirements.
- 100% adherence to branch’s internal policies and procedures to ensure 100% pass rates of internal audits.
- Completes annual compliance courses.
- Adheres specifically to all corporate policies and procedures. Also adheres to Federal and State regulations and laws; including, the Bank Secrecy Act and the Anti-Money Laundering Act.
- Adheres to all levels of our Service Excellence standards.
- Performs other duties as required.
Knowledge & Experience: These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. Individual abilities may result in some deviation from these guidelines.
- High school diploma or general education degree (GED); or the equivalent combination of education and experience.
- Work related experience could consist of reception or secretarial duties in a business environment.
- Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.
- Intermediate knowledge of Bank operations, products and services; related state and federal laws and regulations, and other Bank operational policies and procedures.
- Excellent organizational and time management skills – ability to work with minimal supervision.
- Intermediate skills in computer terminal and personal computer operation; mainframe computer system; word processing, spreadsheet and specialty software programs.
- Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct personnel.