Personal Banker II

Personal Banker II – Overview

The position of Personal Banker II is responsible for ensuring the customer’s needs are achieved by conducting a thorough financial needs assessment and recommending the most appropriate products and services that fulfill the customer’s immediate and future financial needs. Under direct supervision, the Personal Banker II will generate leads, build new and maintain existing customer relationships, resulting in outcomes that define a great customer experience.

The Person al Banker II is accountable for delivering clarity to customers through simplicity, guidance, and know‑how and does this both at the service window and through needs assessment and sales.

This level is based on 3 to 5 years of banking experience or previous Teller or experience in a customer contact/sales position or equivalent.

• Coordinates both the Personal Banker and Service Representative functions in the delivery of efficient, accurate and professional service.
• Provides transactional support to the Service Area (Tellers) and performs dual control functionality as applicable (50%).
• Opens all types of personal and business accounts and prepares related documentation (50%).
• Inputs and closes personal loan applications including DDA lines of credit, credit card applications, auto, boat, CD and other personal secured or unsecured loans.
• Assists customers with requests, complaints, research and follows up to resolve matters to the customer's satisfaction, including:
  • Deposit accounts
  • Debit and credit cards
  • Safe deposit boxes
  • Official checks
  • Other bank products or services
• Processes non‑post report, wire transfers, credit card orders, address changes, check and deposit slip orders, endorsement stamp orders and other related branch reporting or process.
• Familiar with all security procedures of the branch, including opening & closing, personnel safety, and bank procedures.
• Interfaces with customers via telephone or in person.
• Supports multiple branch locations as needed.
• Generates and maintains profitable customer relationships while satisfying and exceeding customer financial needs and expectations.
• Achieves activity and growth goals as well as customer satisfaction objectives.
• Engages in outbound calling and needs assessment as assigned to generate qualified referrals for alternative products, channels and other lines of business.
• Meets or exceeds all established activity goals (face‑to‑face appointments, voice‑to‑voice calls, etc.) to drive sales and referral results.
• Applies basic sales skills and product knowledge, including deposit and loan products.
• Adheres to all operational, regulatory and security requirements, directives and procedures while minimizing losses.
• Adheres to regulatory and compliance criteria in regard to opening deposit accounts, adhering to operational and screening processes.
• Inputs and follows through with loan applications following operational and regulatory requirements.
• Maintains 100% adherence to branch’s internal policies and procedures to ensure 100% pass rates of internal audits.
• Completes annual compliance courses.
• Adheres to all corporate policies and procedures, including Federal and State regulations and laws;
  The Bank Secrecy Act and the Anti‑Money Laundering Act.
• Adheres to all levels of our Service Excellence standards.
• Performs other duties as required.

Knowledge &

Experience:

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.

• High school diploma or GED; or equivalent combination of education and experience.
• Work‑related experience could include reception or secretarial duties in a business environment.
• Educational experience through in‑house training, formal school or financial industry related curriculum.
• Intermediate knowledge of bank operations, products and services; related state and federal laws and regulations, and other bank operational policies.
• Excellent organizational and time‑management skills – ability to work with minimal supervision.
• Intermediate skills in computer terminal and personal computer operation; mainframe computer system;…