Personal Banker I

About the role

The 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 fulfill the customer’s immediate and future financial needs. This role generates leads, builds new and maintains existing customer relationships, resulting in outcomes that define great customer experience. The Personal Banker I delivers clarity to customers through simplicity, guidance, and know-how, both at the service window and through needs assessment and sales.

Responsibilities

• Coordinates both the Personal Banker and Service Representative functions to deliver efficient, accurate, and professional service.
• Provides transactional support to the Service Area (Tellers) and dual control functionality as applicable (75% of the role).
• Opens all types of personal and business accounts and prepares related documentation (25% of the role).
• Inputs and closes personal loan applications, including DDA lines of credit and credit card applications.
• Assists customers with requests, complaints, research, and follow-up on matters related to:
  • Deposit accounts
  • Debit and credit cards
  • Safe deposit boxes
  • Official checks
  • Any other bank product or service
• Processes non-post reports, wire transfers, credit card orders, address changes, check and deposit slip orders, endorsement stamp orders, and other related branch reporting or processes.
• Familiarity with all security procedures of the branch, including opening and closing, personnel safety, and bank procedures.
• Interfaces with customers via telephone or in person.
• Supports multiple branch locations as needed.
• Generates and maintains profitable customer relationships while meeting activity and growth goals, as well as customer satisfaction objectives.
• Engages in outbound calling and needs assessment to generate qualified referrals for alternative products, channels, and other lines of business.
• Meets or exceeds all established activity goals (e.g., face-to-face appointments, voice-to-voice calls) to drive sales and referral results.
• Applies basic sales skills and product knowledge, including deposit and loan products.
• Adheres to all operational, regulatory, and security requirements, directives, and procedures while minimizing losses.
• Follows regulatory and compliance criteria for opening deposit accounts, adhering to operational and screening processes.
• Inputs and follows through with loan applications in compliance with operational and regulatory requirements.
• Ensures 100% adherence to the branch’s internal policies and procedures to achieve 100% pass rates on internal audits.
• Completes annual compliance courses.
• Adheres to all corporate policies and procedures, as well as federal and state regulations and laws, including the Bank Secrecy Act and the Anti-Money Laundering Act.
• Adheres to all levels of Service Excellence standards.
• Performs other duties as required.

Requirements

• High school diploma or general education degree (GED); or 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, 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 with the ability to work with minimal supervision.
• Intermediate skills in computer terminal and personal computer operation; mainframe computer systems; word processing, spreadsheet, and specialty software programs.
• Exceptional verbal, written, and interpersonal communication skills.

Qualifications

• 1 to 3 years of banking experience or previous teller experience, or experience in a customer contact/sales position or equivalent.
• Valid driver’s license is required.
• Ability to stand, walk, sit, and use hands and fingers.
• Ability to work the hours and days required to complete the essential functions of the position, as scheduled.
• Cognitive requirements include learning, thinking, concentration, ability to exercise self-control, and ability to work in a customer relations environment.
• Must pay close attention to detail and work effectively as a team member.
• Ability to interact effectively with co-workers and customers, exercising self-control and diplomacy in customer and employee relations situations.
• Ability to exercise discretion and appropriate judgments when necessary.

Work Environment

The environment is a professional office with standard office equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.