Senior Personal Banker - Shrewsbury (Full-time)

Position Overview

At Provident Bank, the Senior Personal Banker plays a key role in the Branch sales and service environment through building mutually beneficial and long-term customer relationships. The position involves providing a positive customer experience, greeting customers, performing needs-based assessments, opening accounts, cross-selling, tele-consulting, developing relationships, servicing accounts, and acting as a lobby manager.

Key Responsibilities

• Sales:
  • 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.
  • Promote 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.
  • Advance the Bank's Corporate Sales Program through consultative need’s assessments of customers, developing new relationships, expanding existing ones, and managing and growing a book-of-business.
• Service:
  • 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.
  • Help 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.
• Operations:
  • 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.
  • Open, close, and supervise 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.

Minimum 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.
• Strong organizational and time management skills.
• Strong PC skills. Ability to quickly learn various computer programs, including Microsoft office.

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.