Senior Personal Banker

The Senior Personal Banker position is senior-level role within the Retail Banking department. This non-exempt (hourly) role services the branch, provides professional customer service and serves as a needs-based sales professional who is a subject matter expert regarding First American Bank’s retail banking product and service offering. Additionally, they serve as a leader in sales, relationship building, retail lending and compliance.

DUTIES & RESPONSIBILITIES

• Serve as a lead representative for the branch to source, develop, and manage meaningful relationships with new and existing customers. Independently identify customer needs and educate them about the features and benefits of First American Bank personal banking products.
• Proactively contact clients to review and deepen their banking relationship as well as uncover and recommend additional products and services. Responsible for taking Home Equity and other retail loan applications, as well as closing loans, and referring mortgages to internal partners.
• Mentor branch colleagues regarding sales conversations to develop and deepen customer relationships.
• Plan, prepare, and deliver a tailored sales presentation ensuring our products and services are effectively presented to the customer.
• Partner with other areas of the bank to promote:
  Business Banking, Wealth Management, Treasury Management and Merchant services.
• Participate in outbound calling, local community events, and other related activities to increase market awareness.
• Meet or exceed assigned sales goals.

Service

• Participate in various customer service phone queues to service customers which includes performing research, reviewing transactions, and redirecting customers to appropriate resources when necessary.
• Manage customer experience, ensuring satisfactory service standards and appropriate resolutions are achieved. Serve as a professional model for less experienced branch colleagues.
• Lead in all servicing aspects of personal Banking including; mortgages, retail Loans, IRAs, trust accounts, estates, and commercial accounts.
• Provide high-level customer experiences by assessing and implementing resolution for sensitive customer issues. This includes performing research, reviewing transactions, and redirecting customers to appropriate resources when necessary.
• Maintain proficiency in advanced phone queues to handle complex customer issues which includes performing research, reviewing transactions, and redirecting customers to appropriate resources when necessary.
• Utilize tools and resources to organize and analyze customer data to align customer needs to tailored recommendations for products and services. Manage pipeline to adequately capture conversations and opportunities for prospective and current customers.
• Perform all daily personal banking tasks, including, but not limited to opening, maintaining, and closing deposit accounts (consumer accounts, business accounts, and IRAs).
• Exercise judgement with respect to required documentation for specific transactions and evaluate First American Bank’s ability to act upon a request.
• Assist and educate new and existing customers on available servicing technology which includes online banking and mobile technology.
• Serve as an expert in all First American Bank systems. Assist colleagues with system troubleshooting as necessary.
• Provide teller services including, balancing teller drawer, performing customer transactions, processing cash advances, depositing currency, ordering coin, and other teller services.
• Adhere to all company policies and procedures.
• May be responsible for opening and closing the branch as needed.
• Analyze and identify risks while conducting customer transactions. Utilize compliance and fraud training to accurately respond and escalate suspicious activity to the appropriate department.
• Lead and execute internal audits demonstrating an understanding of internal bank policies and procedures to ensure exemplary customer service standards are met.
• Leadership:
• Promote teamwork within the branch to encourage participation.
• Assist in the coaching and development of less experienced colleagues.
• Serve as a professional role model, including…