About This Role
This role is for a Personal Banker who will provide excellent customer service by promoting, selling, cross-selling, and referring the bank's products and services to customers. The Personal Banker will open and maintain customer accounts and resolve routine and complex problems.
Responsibilities
- Consistently execute City's phone, platform, and CSR service standards to provide excellent customer service
- Display a positive and professional attitude at all times
- Actively promote and sell the bank's products and services to prospective and existing customers by using City's customer conversation model to uncover customer needs
- Maintain an up-to-date working knowledge of the bank's products and services
- Assist customers with routine maintenance and complex service issues; see through to completion
- Assist customers with loan applications, recommend appropriate loan structure, gather required documents, submit packages to the retail loan department, and close retail loans as needed
- Meet minimum individual production levels for retail loans, checking accounts, and mortgage referrals; actively contribute to branch goals
- Develop and maintain customer relationships; actively seek referral resources from existing customers
- Seek to develop and maintain centers of influence for new referral business
- Refer customers to other departments and business partners appropriately
- May act as primary branch contact in absence of Branch Manager
- Maintain a general knowledge of the competitive environment
- Complete all required training within a predetermined time limit
- Adhere to all bank regulatory, audit, and compliance policies and procedures
Requirements
- High school diploma or equivalent
- 2+ years of demonstrated sales and service skills
- 2+ years of customer service experience
- Prior retail loan experience
- 2+ years of banking experience preferred
- Ability to multi-task, organize, and prioritize to ensure excellent customer service
- Display professional dress and demeanor
- Personal computer proficiency
- Must be compliant with Loan Officer Requirements of the SAFE Mortgage Licensing Act and Regulation Z. Compliance includes a review of the candidate’s financial responsibility, character, and general fitness prior to placement in role. Within 30 days of employment, employee must comply with NMLS registration and corresponding background check requirements
- Typically, the employee may sit to perform work; however, there may be some standing, walking, bending, and lifting 5–10 pounds
- Work is generally performed indoors in environmentally-controlled conditions
