Associate Personal Banker

Associate Personal Banker

Overview:

The Associate Personal Banker specializes in delivering an exceptional customer experience through sales, service, and digital engagement for both Consumer and Business Banking customers. This role supports daily branch operations, meets customer service and sales needs, and manages customer appointments to identify needs and refer complex issues to appropriate team members.

Personal Banker Key Responsibilities:

• Drive customer engagement by educating them about Consumer and Business Banking services. Propose tailored solutions to address individual requirements and emphasize the importance of utilizing digital banking capabilities.
• The process of appointments and consultations involves overseeing customer meetings, whether they are arranged in advance or occur spontaneously, to identify their financial needs and ensure a smooth transition to the relevant banking professionals for complex matters.
• Stay aligned with the bank's sales framework and deliver easily understandable, customer-oriented assistance.
• Lobby Control: Engage in lobby control by welcoming patrons, handling inquiries, and assuming responsibility for promptly addressing pressing banking matters.
• Operational Support involves aiding with routine branch functions such as managing client transactions, addressing overdraft issues, and verifying adherence to internal protocols. Fulfill operational duties as needed.
• Maintain Compliance and Risk Management: Staying informed about Anti-Money Laundering (AML), Bank Secrecy Act (BSA), and Know Your Customer (KYC) protocols. Detect and raise awareness of potential fraud incidents. Confirming compliance with operational and regulatory criteria.
• Customer Resolution: Efficiently handle customer complaints by logging them correctly and ensuring appropriate follow-up. Prioritize the effective and prompt resolution of customer issues.
• Sales Referrals require identifying potential sales leads and directing customers to the appropriate banking counterparts for tailored product options.

Scope of Responsibilities:

• Offer exceptional service delivery and promptly resolve customer complaints.
• Improve sales strategies and elevate the quality of customer interactions at the branch.
• Undertake diverse roles within the branch, such as commencing new account procedures, originating loans, resolving issues, and processing transactions.
• Convey empathy and customer-oriented approach, be open to adjusting as needed, and exhibit fluency in digital tools when interacting with customers.

Prerequisites in Education and Work Experience:

• Holding a GED or a high school diploma.
• Applicants must possess a minimum of one year of involvement in retail sales, call center activities, customer service, or telesales.
• Sound verbal and interpersonal communication capabilities.
• Skill in navigating tough customer dialogues and differing customer demands.
• Effective at structuring tasks with efficient time management and prioritization abilities.
• Skill in handling stress within a dynamic team environment and maintaining productivity.
• Proficient in navigating internet-based technology.

Preferred Qualifications:

• Customizing bilingual capabilities based on branch specifications.
• Established reputation for sales effectiveness or referral generation.
• Physical Requirements:
• The capacity to withstand long periods on one's feet.
• Continuous engagement of hands and fingers leading to prolonged use.
• Capacity to hoist objects within the weight range of 5-30 pounds.
• Talent for deciphering fine print.
• Aptitude for face-to-face interactions with clients in a professional setting.

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