Personal Banker

About the role

The Personal Banker is responsible for providing support and coverage to branch banking team members and building and maintaining relationships with members to help them achieve their financial goals. The role identifies financial needs and offers appropriate solutions, such as opening new accounts, providing loan options, and assisting with investments. The primary goal is to provide excellent member service while achieving sales targets and promoting the credit union’s products and services. The team member works closely with others to ensure compliance with policies and professional handling of all member interactions. The role may also provide support and coverage to tellers and other branches.

Responsibilities

• Exhibit Wellby Core Values every day and work purposefully to provide the best team member experience.
• Establish and maintain positive relationships by creating exceptional experiences and making members feel valued.
• Engage members as they enter the branch by welcoming them, managing lobby traffic, checking members into the waiting queue, and scheduling/canceling appointments.
• Collaborate with Branch Partners and other lines of business to offer the most appropriate products.
• Identify changes in members’ financial situations and banking needs, recommending relevant solutions to enhance their financial goals.
• Recommend and assist members with convenient technology solutions, including Online Banking and mobile applications.
• Achieve sales targets as required by management.
• Perform member service functions such as opening new accounts (checking, certificates, money markets, IRA, CD), account maintenance, and outbound new deposits.
• Verify eligibility for new accounts and process them through the system before opening.
• Handle specialized account functions, including separation/divorce account changes and estate expertise.
• Drive proactive sales conversations through internal and outbound interactions, including outbound calling, service to sales, teller interactions, appointment setting, and effective lobby engagement.
• Perform loan origination functions: create and process new loan applications, gather borrower information, assess creditworthiness, and determine loan terms and conditions; may include outbound loan win-back campaigns.
• Provide timely responses to members and other team member requests.
• Account for the vault, dual-control access, and increased approval authority limits in coordination with branch leaders.
• Maintain a work area that ensures the safety of negotiables and confidential records.
• Order cash supply to meet daily needs and adhere to all security policies for the branch, including opening and closing procedures.
• Implement processes required by the Bank Secrecy Act and Wellby policies, including completing and submitting Currency Transaction Reports, recognizing signs of unusual financial activity, and reporting suspicious activity as appropriate.
• Complete all mandatory compliance testing by deadlines.
• Perform teller transaction functions as needed, including deposits, withdrawals, transfers, and payments, accurately and efficiently while complying with policies, procedures, and regulatory requirements.
• May perform manager on duty (MOD) responsibilities.
• Perform other related duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge of Wellby’s organizational functions and general operating policies and procedures.
• Basic math skills.
• Knowledge of bank security measures.
• Ability to utilize processes, tools, and techniques to detect, address, and prevent fraud.
• Proficiency in business English, spelling, and punctuation.
• Knowledge of retail product philosophy, banking industry best practices, and regulations.
• Ability to use a personal computer and Microsoft Office Suite.
• Skilled in high-level member service practices.
• Skilled in operating computer equipment and general office machines such as copiers, Microsoft Teams, Zoom, and related devices.
• Ability to recognize questionable and fraudulent transactions.
• Ability to learn new software.
• Ability to communicate information clearly and concisely, both orally and in writing.
• Ability to be trustworthy and act with integrity.
• Ability to work in a fast-paced team environment and coordinate several concurrent activities simultaneously.

Physical Demands & Work Environment

To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time, in addition to standing for long periods. Daily movements include sitting, standing, reaching, and grasping; operating computers and other office equipment; moving about the branch; and attending possible onsite and offsite meetings. The team member must be able to exchange information in person, in writing, and via telephone. Some degree of stress results from contact with members, management, and other team members. The ability to observe details at close range (within a few feet) is required. The team member must be able to occasionally lift items weighing up to 25 pounds across the branch and load them onto shelves. The noise level in the work environment is usually moderate. Work involves typical risks and discomforts associated with an office environment but is usually in an adequately cooled, heated, lighted, and ventilated area.

Work Hours

To meet department needs, overtime work is sometimes necessary, and team members may be required to work overtime hours as assigned. Shifts may be staggered between 7:30 a.m. and 6:30 p.m. CST and will include every Saturday.

Minimum Qualifications

• High School Diploma or equivalent required.
• Minimum two (2) years’ experience in member service, financial services, or similar retail experience and/or bank teller experience.
• IRA and MOD experience preferred.
• Previous experience working with the public.
• Previous cash handling experience.
• Bondable for all candidates.