Personal Banker

Role Summary:Personal Banker

The Personal Banker delivers exceptional service by supporting customers across both Consumer and Business Banking. This position is responsible for executing daily branch tasks, addressing customer service and sales needs, and managing appointments to uncover customer requirements and refer more complex inquiries to specialized team members.

Primary Duties:

• Strengthen customer relationships by offering guidance on banking products and services. Promote digital banking tools and match solutions to individual customer needs.
• Manage scheduled and walk-in customer meetings to identify financial needs and direct customers to appropriate banking specialists when necessary.
• Proactively contact customers to encourage retention and strengthen long-term engagement.
• Support lobby management by welcoming customers, responding to questions, and resolving basic banking concerns.
• Assist with routine branch functions such as conducting transactions, addressing overdraft concerns, and ensuring compliance with internal policies. Fulfill operational tasks as required.
• Maintain adherence to compliance standards by staying informed about AML, BSA, and KYC regulations. Recognize and escalate fraud risks while following all regulatory and operational procedures.
• Handle customer concerns by thoroughly documenting complaints and ensuring timely follow-up and resolution.
• Recommend products by identifying sales opportunities and directing customers to the correct banking partners for tailored financial solutions.

Position Scope:

• Deliver high-quality customer service and resolve issues efficiently.
• Support branch sales goals and help improve the overall customer experience.
• Perform various branch functions, including opening new accounts, initiating loans, troubleshooting, and handling transactions.
• Demonstrate strong customer focus, empathy, adaptability, and digital proficiency in every client interaction.
• Required Education & Experience:
• High school diploma or equivalent (GED).
• At least one year of experience in retail sales, call center operations, customer service, or telesales.
• Strong verbal communication and interpersonal abilities.
• Ability to manage challenging conversations and meet diverse customer needs effectively.
• Highly organized with strong time-management and prioritization skills.
• Able to perform well under pressure in a fast-paced, team-oriented environment.
• Comfortable using digital tools and online technology.

Preferred Skills & Additional Requirements:

• Bilingual abilities, depending on branch needs.
• Demonstrated success in sales or generating referrals.
• Physical Expectations:
• Ability to stand for extended periods.
• Frequent use of hands and fingers.
• Capability to lift light to moderate items (5–30 lbs).
• Ability to read small text.
• Comfortable communicating with customers in person.

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