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

• Develop new customer relationships and retain or expand existing ones by proactively identifying opportunities and utilizing cross-selling fundamentals to meet personal and branch goals.
• Participate in a welcoming lobby experience, directing customers to appropriate team members based on their needs and encouraging product utilization.
• Take ownership of the customer experience, including opening accounts, cross-selling products, and resolving issues.
• Build relationships through frequent customer interactions, proactively contacting customers to ensure satisfaction.
• Educate customers on available access channels (e.g., digital banking).
• Engage in business development opportunities (e.g., phone outreach, community events, local business meetings) to drive branch visibility and growth.
• Resolve difficult customer situations effectively while delivering friendly service and ensuring high satisfaction.
• Maintain thorough knowledge of bank policies and procedures, including processing retail/commercial transactions, ATM/ITM settlement, night depository, vault cash, safe deposit, opening/closing procedures, cash ordering, and cash shipment handling.
• Stay proficient in bank regulatory requirements, including Bank Secrecy Act, Regulation CC, Regulation E, Customer Privacy, and Information Security.
• Maintain expertise in all bank products and services across delivery channels, including deposit products, electronic services, and loan products.
• Uphold trustworthiness, professionalism, confidentiality, and honesty in all customer interactions.
• Adhere to Southern Bank Telephone Standards, fostering open communication and addressing concerns transparently.
• Maintain attendance flexibility, including overtime, nights, weekends, and holidays as needed.
• Assist at various branches across Southern Bank’s footprint when required.
• Complete additional duties as assigned.

Requirements

• High school diploma or equivalent.

Skills

• Demonstrated positive and helpful attitude toward internal and external customers.
• Strong interpersonal communication skills, including clear and effective verbal communication with customers, employees, and supervisors.
• Proficiency in computer skills.
• Excellent customer service skills.

Core Competencies

• Family & Trust: Build relationships based on trust, mutual respect, inclusivity, honesty, and transparency.
• Rooted & Service: Commit to serving customers, communities, and teams with purpose, professionalism, and respect through effective communication and active listening.
• Innovation & Strength: Foster collaboration, continuous improvement, visionary thinking, and excellence to drive organizational growth.
• Building Customer Loyalty: Meet customer needs, build productive relationships, and take responsibility for satisfaction and loyalty.
• Applied Learning: Assimilate and apply new job-related information in a timely manner.
• Quality Orientation: Accomplish tasks by considering all details, ensuring accuracy, and maintaining vigilance over processes.