Personal Banker II

About the role

As a Personal Banker II you will play a vital role in providing excellent customer service to ensure our customer’s entire banking experience is extraordinary. You will provide a seamless transition between accurate and courteous teller-based transactions and resolving complex technical problems on customer accounts. You will develop recommendations based on the customer’s needs, sell consumer and small business products/services to existing and new customers, and cross-sell other bank services, referring customers to other departments as appropriate. You will take personal initiative and be a positive role model for others to emulate.

Responsibilities

• Create meaningful client-driven experiences for each customer or potential customer.
• Be an expert on small business and consumer bank products.
• Welcome and actively engage customers/prospects in the lobby, on the teller line, or on the phone.
• Assist with teller responsibilities as needed to maintain service standards and support team coverage.
• Take ownership of customer issues and inquiries with the intent of enhancing customer retention and exploring additional sales opportunities.
• Research and answer customer inquiries and requests regarding accounts, products, rates, and services.
• Participate in attaining branch goals by actively promoting bank and related products and services.
• Recommend and sell appropriate products and services (consumer and small business) both in person and on the telephone.
• Promote, assist, and educate customers’ use of self-service and remote channels, such as ATM and online/mobile banking.
• Maintain a working knowledge of the complete line of products and services offered, staying up to date with industry developments.
• Refer larger business and commercial opportunities to the Branch Manager, Business Bankers, or Commercial Lenders as appropriate.
• Identify and refer investment sales opportunities to Brentwood Advisors.
• Discuss all types of consumer lending needs with customers and refer mortgage loan needs to the appropriate department.
• Comply with all Federal/State banking regulations and local consumer protection laws governing loan origination, including the SAFE Act.
• Comply with all Bank operating and security policies and procedures and complete all required annual or job-specific training.
• Deliver outstanding customer experience by executing teller transactions accurately.
• Maintain accurate cash counts in individual drawers and assist in branch operating functions throughout the day.
• Maintain accurate and detailed logs of customer interactions, referrals, communications, preferences, problems, and information in Customer Management and Customer Contact History.
• Promote a positive image of Brentwood Bank in the community through involvement in events and other bank functions.
• Actively participate in implementing Branch Sales Plans.
• Perform Business Development activities such as calling on current and potential customers, attending community activities, on-site events, marketing activities, and pipeline management.
• May be required to coach/mentor other Universal Bankers to improve their performance and meet their IDP objectives.
• Act as the “Branch Champion” for various Branch processes or Bank initiatives.

Requirements

• High school diploma or equivalent experience required; bachelor’s degree preferred.
• Two or more years’ banking experience within a branch/branch network.
• Two or more years of proven previous sales experience.
• Two or more years of cash handling experience.
• Knowledge of banking compliance rules and regulations and operating procedures.
• Successful completion of all training classes for the Universal Associate Program (or to be completed within 1 month of hire).
• NMLS ID may be required.
• Ability to maintain confidentiality.
• Ability to take initiative in resolving problems and developing recommendations.
• Professional dress and demeanor.
• Demonstrated superior customer service and sales skills.
• Excellent organizational and time management/prioritization skills.
• Strong attention to detail and the ability to multi-task effectively.
• Effective training and mentoring skills.
• Excellent communication skills, both verbal and written.
• Proficient use of Microsoft Word, Outlook, Teams.
• Availability to work a flexible schedule of up to 40 hours per week.

Physical Demands

• Prolonged standing (5-8 hours per day).
• Frequent use of hands to manipulate/grasp objects.
• Ability to communicate face to face and on the phone with clients.
• Occasional bending and lifting from floor height.
• Frequent forward reach.
• Frequent lifting of 1-10 lbs, occasional lifting of up to 50 lbs.
• Ability to see and read fine print, must be able to distinguish and count currency.

Work may be performed in an office environment with normal noise levels. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The position is based at Pittsburgh headquarters and requires residence within a commutable distance.

Benefits

Brentwood Bank is committed to supporting the well-being of employees and their families by offering a comprehensive benefits package. We foster a diverse, equitable, and inclusive culture where employees are empowered to share ideas, develop professionally, and contribute to the communities we serve. Our team-oriented environment offers opportunities to collaborate with experienced leaders and industry experts. Professional development opportunities include mentorship, leadership pathways, and ongoing training programs.