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:
- 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.
GENERAL QUALIFICATIONS :
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.
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Physical Demands/Work Environment: Vision, hearing, speech, dexterity, visual concentration. A valid driver’s license is required. Must have the ability to stand, walk, sit and use hands and fingers. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled. The environment is a professional office with standard office equipment.
Cognitive Requirements: Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations’ environment. Must be able to pay close attention to detail and be able to work as a member of a team. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations. Must have the ability to exercise discretion as well as appropriate judgments when necessary.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
