Personal Banker

About the role

This non-exempt (hourly) mid-level position in the Retail Banking Department services the branch and provides professional customer service across both Teller and Banker functions. The Personal Banker serves as a needs-based sales professional who thoroughly understands First American Bank’s retail banking product and service offerings.

Responsibilities

• Build and retain meaningful relationships with new and existing customers by identifying needs and educating them about the features and benefits of First American Bank personal banking products.
• Plan, prepare, and deliver tailored sales presentations to effectively present products and services to customers.
• Identify and engage in sales conversations with customers, assisting them in selecting banking products and services that best meet their needs.
• Take Home Equity and other retail loan applications, close loans, and refer mortgages to internal partners.
• Partner with other areas of the bank to promote Business Banking, Wealth Management, Treasury Management, and Merchant services.
• Participate in outbound calling, local community events, and other activities to increase market awareness.
• Meet or exceed assigned sales goals.
• Manage customer experience, ensuring satisfactory service standards and appropriate resolutions.
• Provide high-level customer experiences by assessing and resolving sensitive customer issues, including performing research and redirecting customers to appropriate resources.
• Utilize tools and resources to organize and analyze customer data, aligning customer needs with tailored product and service recommendations.
• Manage pipeline to capture conversations and opportunities for prospective and current customers.
• Perform daily personal banking tasks, including opening, maintaining, and closing deposit accounts (consumer accounts, business accounts, and IRAs).
• Exercise judgment regarding required documentation for specific transactions and evaluate the bank’s ability to act upon requests.
• Assist and educate customers on available servicing technology, including online banking and mobile technology.
• Participate in customer service phone queues to perform research, review transactions, and redirect customers as needed.
• Provide teller services, including balancing teller drawer, performing customer transactions, processing cash advances, depositing currency, ordering coin, and other teller duties.
• Adhere to all company policies and procedures.
• Assist in performing opening and closing procedures of the branch as needed.
• Analyze and identify risks while conducting customer transactions, utilizing compliance and fraud training to respond and escalate suspicious activity.
• Participate in internal audits to demonstrate understanding of internal bank policies and procedures.

Requirements

• High School degree or equivalent required; college degree in business or related field a plus.
• Minimum one year of personal banking, customer service, or sales experience required.
• Ability to handle cash transactions and proficiency in working with US currency.
• Proven track record of sales experience preferred.
• Must be professional and comfortable speaking with external and internal contacts, tailoring messages appropriately.
• Demonstrated ability to convey thoughts and ideas effectively in written formats, maintaining professional standards for spelling and grammar.
• Professional demeanor, appearance, and presence appropriate to the banking environment.
• Exemplary interpersonal skills and a constructive, solutions-focused approach to maintain good working relationships with internal partners.
• Sound professional judgment to balance the interests of the organization and customer, using available resources to mitigate risks.
• Cold calling sales ability with an assertive, positive, and persistent style.
• Proficiency with Microsoft 365 products and applications, including preparing or reviewing documents, procedures, and reports.
• Ability to learn new systems and applications, adapting to system upgrades and adjusting workflows as needed.
• Occasional travel to other First American Bank locations for branch assistance, bank functions, and training.

This position requires taking loan applications and closing loans, and may require registration and maintenance with the Nationwide Mortgage Licensing System & Registry (NMLS). Comprehensive training and professional development are provided.

Schedule

Typically scheduled for a 36–40 hour work week with shifts between the hours of Monday through Friday 8:00 a.m. to 6:00 p.m. and Saturday 8:00 a.m. to 1:00 p.m. Additional hours may be required for phone queues, after-hours meetings, and call nights. Punctuality is required to maintain customer service standards.