Title: Personal Banker I Employment Status: Part Time or Full Time
Department: Retail Location: Branch
Reports To: Assistant Branch Manager / Manager
UPDATED 11/10/23
SUMMARY:
Within the Retail Branch team at Main Street Bank, our Personal Bankers at Main Street Bank excel in nurturing customer relationships and recommending products and services. Leveraging their product knowledge in every interaction, they identify customer needs and offer tailored financial solutions, ensuring a hassle-free banking experience. Under the direct supervision of the Assistant Manager/Branch Manager or Branch Administrator. The Personal Banker I manages a wide spectrum of customer service transactions, including teller line operations, and play a crucial role in guiding customers to the appropriate departments for non-deposit transactions. Moreover, the Personal Banker I may extend their support to branch and retail initiatives that have an impact on both the department and the entire bank. In keeping with our established sales and service culture, this role actively contributes to the attainment of the bank's goals.
ESSENTIAL DUTIES and RESPONSIBILITIES:
Statements included in this description are intended to reflect in general the duties and responsibilities of this classification and are not to be interpreted as being all inclusive, other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
How you will spend your time:
- Asking personalized questions to convert transactions, account maintenance and other routine service requests into cross-sell conversations that deepen client relationships while meeting the customers needs.
- Manages the opening of various deposit accounts, ensuring the necessary documentation is complete and properly filed.
- Demonstrates a proactive approach to cross-selling bank products, making tailored recommendations to meet customer needs. Addresses basic inquiries and redirects complex issues to the appropriate channels.
- Skillfully manages phone inquiries related to account activity and balances.
- Maintains and organizes the teller workstation, ensuring an adequate supply of cash, forms, and other essentials for daily operations.
- Executes a diverse array of customer transactions, including deposits, withdrawals, cash disbursements, loan and mortgage payments, check processing, money order issuance, and account transfers.
- Delivers a wide range of customer services, such as handling change of address requests, re-pinning debit cards, adding notes to customer accounts, and assisting with Certificate of Deposit renewals.
- Upholds meticulous record-keeping practices and conducts accurate end-of-shift balancing procedures, promptly reporting any discrepancies to supervisors.
- Cultivates an in-depth understanding of bank policies, products, and services and continuously updates this knowledge through participation in seminars and courses.
- Adheres to established bank security procedures concerning cash levels, check cashing, and transaction processing.
- Adapts to various roles, including operating a Customer Service desk, lobby window, or drive-up services, as needed.
- Maintains a well-organized work area, ensuring efficiency and cleanliness.
- Consistently successful random monthly cash drawer audits and alarm testing in line with the Branch Manager's monthly report.
- Professionally and promptly handles customer problems and complaints, coordinating appropriate follow-up actions.
- Directs consumer loan requests to the relevant branch personnel, while maintaining a basic knowledge of the bank's consumer loan products.
- Upholds a record of regular and consistent attendance to sustain high standards of customer service. Occasionally participates in before/after hours and weekend community events.
- Ensures compliance with Bank Secrecy Act regulations and internal/operational risk controls, attending mandatory training sessions and completing required online courses.
- Exemplifies adherence to all company policies and serves as a role model in policy compliance.
- Occasionally travels locally for bank-related purposes, including staff meetings, training, business calls, networking, and community/marketing events.
- Periodically participates in community events outside regular business hours, as needed.
- Regular and consistent attendance is required in order to continue the high standard of customer service as well as occasionally participating in before/after hours and/or weekend community events.
- In the performance of respective tasks and duties, the employee is expected to maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements and policies as well as attending all required training sessions and completing all required on-line training courses.
- The employee is expected to adhere to all company policies and act as a role model in the adherence to policies.
- Other duties as assigned, performing similar or related work as directed, required, or as situation dictates.
SALES:
- Shares responsibility for achieving branch goals.
- Participates in Branch activities that generate new business such as promoting branch sales culture and special promotional events.
- Occasionally represents the financial institution in before/after hours and/or weekend networking and community service events.
SERVICE:
- Consistently exceeds customer service expectations by offering excellent service, including greeting customers, smiling, using their name and building rapport with customers designed to generate customer loyalty.
- Maintains a solid knowledge of Bank’s deposit and loan products as well as additional services offered.
- Provides counsel to existing and potential customers regarding product and/or service selection.
- Evaluates customer problems and complaints and resolves them to ensure customer satisfaction.
- Assists customers with teller line transactions and as well as account opening and maintenance.
LEVEL OF RESPONSIBILITY:
- Interacts independently with members of the community to conduct banking needs; complete transactions and resolves customer issues as needed.
- Work is non-routine and relies on prior directly related experience and specific bank policies, and sales programs.
- Work is supervised.
EQUIPMENT REQUIRED:
- Smart Phone - To enable the MFA (Multi Factor Authentication) facilitating access to MSB systems.
SKILLS REQUIRED:
- High School diploma or equivalent, banking courses and/or related work experience
- Experience in a financial institution - retail banking preferred
- Basic product knowledge
- Proficient in Microsoft Office Suite products
- Means and mode to travel to any of Main Street Bank’s locations as needed on an occasional basis.
- Solid understanding and application of administration activities and ability to operate standard office equipment
COMPETENCIES:
- Coachable and demonstrable ability to take and implement feedback
- Continuous desire to learn and improve
- Excellent Communication Skills (written and verbal)
- Accurate attention to detail
- Self-Monitoring
- Professionalism
- Adaptability
- Responsiveness
- Independent
- Team orientated
- Confidentiality & Discretion
- Organizational Skills
- Sound Judgement
- Proficient Prioritization skills
- Resourceful
- Relationship Builder - Develops and maintains relationships with officers, employees and external contacts and maintains alignment with core values, vision, strategy and goals.
- Computer Technology Savvy - Utilize technology/systems to improve work processes and use a range of technology to solve problems
LANGUAGE/COGNITIVE SKILLS: The work skills described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The person in this position frequently communicates with customers, about banking products, their bank accounts & transactions and therefore must be able to exchange accurate information in these cases. They will need to, use judgment and discretion in decision making situations, interpret and follow all Bank policies and procedures, write/create reports and business correspondence, (Main Street Bank’s standard language is English). As well as the ability to:
- Speak and effectively present/communicate information and respond to questions from customers, groups of managers, vendors and other employees.
- Define problems, collect data, establish facts and draw valid conclusions.
- Read, analyze and interpret a variety documents such as checks, bank statements and Loan documents.
WORKING CONDITIONS AND PHYSICAL EFFORT:
The physical and work environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required to:
Physical Demands/Efforts
- Occasionally lift and/or move up to 25 pounds, (i.e. cash drawer, coin)
- Frequently required to remain in a stationary position, 50% of the time
- Occasionally required to stoop and bend
Mental & Visual Demands
- Consistently operate a computer for extended periods of time
- Specific vision abilities may be required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus
- Regular use of office productivity machinery (i.e. a calculator, copy machine, fax machine, computer printer).
Work Environment and Hazards
- Regularly move throughout the inside the Bank to access resources and individuals
- Occasional local travel for bank purposes and/or on behalf of the bank (i.e. coverage, training, networking, community events).
- The employee must be able to work schedules that meet the needs of the bank, which may include early morning, evening and/or weekend hours.
- It is a general office environment where the noise level is moderate
AMERICANS WITH DISABILITIES ACT
Main Street Bank complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment.
