Personal Banker I

About the Role

The Personal Banker provides exceptional client service, promptly and efficiently processing client transactions and promoting positive public relations. Serves as an advocate for the bank by promoting the bank’s products and services and generating leads and referrals. Plays a key role in providing retail banking products and services to new and existing clients and developing new business opportunities.

Responsibilities

Client Service

• Creates a positive client experience through a warm and welcoming environment that encourages client relationship building.
• Maintains client confidentiality.
• Enhances client interactions, creating a more individualized tailored experience.
• Provides prompt, efficient, and accurate service processing client transactions while upholding a courteous and professional manner in person and over the phone.
• Builds relationships with current and new clients.
• Anticipates the unique financial needs each client faces throughout their life experiences.
• Utilizes open-ended questions to uncover client needs and offer appropriate products and services.
• Connects clients to additional departments as appropriate.
• Educates and demonstrates existing, new, or enhanced products to improve a client’s banking experience.
• Understands and implements security protocols to protect the client, staff, and institution.

Transactional Activity

• Processes clients’ deposits, withdrawals, loan payments, cashing of checks, and internal transfers.
• Examines checks for endorsement and negotiability.
• May assist with more involved transactions such as loan and cash advances, cashier’s checks, and wire transfers.
• Demonstrates efficient and accurate cash handling skills.
• Understands and follows dual control procedures as required.
• Mitigates fraud through utilization of knowledge of the client and the client’s typical transactional activity, following security policies and procedures.
• Assists clients with account maintenance including address changes, travel notifications, disputes, stop payments, and check holds.
• Balances each day’s transactions and verifies drawer cash totals.
• Reviews work, reports shortages to the Personal Banker Supervisor, and works with the banking team to resolve shortages.
• Adheres to and complies with all bank policies and procedures, in addition to Federal and State regulations.

Miscellaneous Responsibilities

• Attends weekly Frontline Meetings.
• Implements new practices, procedures, and insights into daily operations.
• Attends any branch meetings called by the Personal Banker Supervisor or Branch Manager.
• May be requested to assist at other branches due to business need.
• Supports Personal Banking team by collecting client information for the opening of new accounts. May assist with the opening of new accounts.
• Performs other tasks as assigned.

Requirements

• Ability to work with the public.
• Prior client service experience preferred.
• Cash handling experience preferred.
• Knowledge and ability to communicate effectively with the team, internal business partners, and potential and existing customers.
• Ability to understand and work from oral and written instructions.
• Ability to perform basic math skills and calculate simple to complex transactions.
• Ability to remain calm and professional during peak periods of activity and manage multiple tasks simultaneously.
• Ability to prioritize and organize work, apply common sense, and proofread and edit documents for accuracy.
• Knowledge and ability to troubleshoot and develop solutions to customer problems in a timely manner.
• Ability to use office equipment, including computers, phones, fax machines, scanners, and printers.

Qualifications

High School Diploma or equivalent or is working towards obtaining a High School Diploma or GED.

Work Environment

Employee may experience sustained moderate/high periods of activity with multiple tasks being performed. They may experience communication with a variety of internal and external sources under favorable and unfavorable conditions. Noise level in the work environment is usually minimal.