Personal Banker

About the role

This position is the focal point in the branch for sales, service, and referral opportunities in support of overall branch goals, striving to build lifelong relationships with customers. The Personal Banker services existing customers, assists with transactions, and plays a vital role in maintaining the bank’s commitment to ethical standards and community trust.

Responsibilities

• Develops new customer relationships and retains or expands existing ones by proactively identifying opportunities and utilizing cross-selling fundamentals to achieve personal and branch goals.
• Participates in a welcoming lobby experience, directing customers to appropriate team members based on their needs and encouraging product utilization.
• Takes ownership of the customer experience, including opening accounts, cross-selling products, and resolving issues.
• Builds customer relationships through frequent interactions and proactive outreach to ensure satisfaction.
• Educates customers on available access channels (e.g., digital banking).
• Actively participates in business development opportunities (e.g., phone outreach, community events, local business meetings) to drive branch visibility and growth.
• Resolves difficult customer situations effectively while delivering friendly service and ensuring high satisfaction.
• Maintains thorough knowledge of bank policies and procedures, including processing transactions, ATM/ITM settlement, night depository, vault cash, safe deposit, opening/closing procedures, cash ordering, and cash shipment handling.
• Stays proficient in bank regulatory requirements, including Bank Secrecy Act, Regulation CC, Regulation E, Customer Privacy, and Information Security.
• Maintains expertise in all bank products and services across delivery channels, including deposit products, electronic services, and loan products.
• Upholds trustworthiness, professionalism, confidentiality, and honesty in all customer interactions.
• Adheres to Southern Bank’s Telephone Standards, fostering open communication and addressing concerns transparently.
• Maintains attendance with flexibility to work overtime, nights, weekends, and holidays as needed.
• May assist at various branches across Southern Bank’s footprint.
• Completes additional duties as assigned.

Requirements

• High school diploma or equivalent.

Skills

• Demonstrated positive and helpful attitude toward internal and external customers.
• Strong interpersonal and communication skills, with the ability to explain procedures clearly.
• Proficiency in computer skills.
• Excellent customer service skills.

Core Competencies

• Family & Trust: Builds relationships based on trust, mutual respect, inclusivity, honesty, and transparency.
• Rooted & Service: Committed to serving customers, communities, and teams with purpose, professionalism, and respect through effective communication and active listening.
• Innovation & Strength: Fosters collaboration, continuous improvement, visionary thinking, and excellence to drive organizational growth.
• Building Customer Loyalty: Meets customer needs, builds productive relationships, and takes responsibility for satisfaction and loyalty.
• Applied Learning: Assimilates and applies new job-related information in a timely manner.
• Quality Orientation: Accomplishes tasks by considering all details, ensuring accuracy, and maintaining high standards over time.