Senior Personal Banker - Allentown-Tilghman (Full-time)

About the role

The Senior Personal Banker plays a key role in the Branch sales and service environment through building mutually beneficial and long-term customer relationships. This position focuses on managing a book-of-business that includes customers with the management objectives being retention and relationship development. The Senior Personal Banker serves as a liaison to actively refer and coordinate specialist support from lending, investment, trust specialists, treasury management and other internal and external business partners.

Responsibilities

• Meet sales referrals and cross-selling goals by knowing the features and benefits of all products and services to satisfy the needs of the customers
• Promotes bank products, refer or resolve customer inquiries concerning accounts or other banking services
• Actively refers customers for commercial products or services to branch manager, market manager, or appropriate business partner
• Exceed customer expectations through active engagement, commitment and dedication to servicing and building customer relationships
• Advance the Bank's Corporate Sales Program through the consultative need’s assessments of customers, developing new relationships, expanding existing ones and is responsible for managing and growing a book-of-business
• Identify opportunities with customers and prospective customers through lobby management
• Aid customers and prospective customers with digital technologies and provide referrals to other lines of business
• Maintain cost efficiency to achieve goals of the branch; assure quality of customer service and adherence to sales and brand standards
• Execute expectations for a positive customer service experience
• Ensure operational and financial safety and soundness in accordance with Bank’s policies, compliance, and applicable laws and regulations
• Leverage lobby management as a tool for controlling and mitigating risk
• Establish customer identity according to guidelines and adhere to all other compliance procedures
• Assist branch management with branch operations as needed
• Opening, closing, and supervising the servicing of the branch in the absence of branch management
• Assist Personal Bankers with more complex and escalated customer questions and inquiries, including providing supervisor overrides when needed
• Perform transactions including but not limited to: check cashing, withdrawals, deposits and loan payments
• Prepare and/or complete Currency Transaction Reports and Suspicious Activity Forms (CTR/SAF) for appropriate transactions
• Assist in training other branch employees
• Provide support to the contact center when there are high call volumes
• Handle customer inquiries by telephone
• Provide access to safe deposit boxes

Qualifications

• High school diploma or GED
• Minimum of 6 months providing sales/service to customers in a retail environment
• Strong interpersonal skills, including listening, written and verbal communication
• Ability to work a flexible schedule based upon the needs of the business
• Demonstrated positive and professional demeanor with all customers and co-workers
• Strong math and analytical skills
• Ability to handle escalated matters and problem solve for resolution
• Understand and adhere to safety and security practices
• Demonstrate and apply good relationship building skills
• Proficient at establishing strong connections with customers and prospective customers through consultative conversations affording presentations of sales opportunities
• Strong customer service and advocacy skills
• Strong organizational and time management skills
• Strong PC skills. Ability to quickly learn various computer programs, including Microsoft office
• Required to register as a mortgage loan originator with the NMLS prior to being allowed to take mortgage loan applications, negotiate or extend terms of a mortgage or other loan secured by a residence.

Preferred Qualifications

• 2 years providing sales and service to customers in a retail environment
• Retail banking experience
• Supervisory experience
• Life and Health Licenses to support investment program