Personal Banker

SUMMARY

The primary responsibility of a Personal Banking Representative is to deliver quality customer service by focusing on meeting the needs of each customer and ensuring each interaction is courteous, accurate and efficient.

A PBR is always seeking the opportunity to improve the customer's banking relationship and is trained to be a high performing professional that opens customer accounts, completes account maintenance, refers consumer loan products, fulfills customer requests, cross-sells products / services and refers customers to other areas of the bank.

Customer service may occur in-person at the branch, online, through ITM technology or over the phone.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Consistently provide excellent customer service in accordance with The State Bank's service standards through all forms of communication.

Provide customer service including transaction processing, account opening, balancing checkbooks, and resolving customer problems and concerns.

Provide ongoing relationship service with current customers to maintain goodwill and gain additional business. Complete follow-up with new customers through written and phone correspondence.

Complete outbound calls as assigned in keeping with the bank's marketing campaign focus and service expansion opportunities.

Cross-sell the full range of personal and business banking services to present and potential customers. Reviews customer accounts to identify opportunities to strengthen the relationship.

Refers customers to other areas of the bank and recommends ways in which the bank can meet their needs. Is supportive and participates in the Customer Benefits Program.

Participates in the sales team culture within the community office, including achieving individual sales goals and contributing to branch goals.

Act as a sales agent to refer business to Investment Trust, Commercial Lending, Consumer Lending, Mortgage Lending, VISA Merchant, Business Manager and Wealth Management.

Functions as a CSR as needed. Follows Teller Cash Control as directed by Cash Handling Procedure and meet accuracy requirements for File Maintenance.

Assists in balancing branch machines where applicable; coin machine, ATM, ITM and / or cash dispensers.

Cross-training : May be trained as ITM teller to assist with financial transactions via Connect technology. May receive training to perform as vault teller on rotation.

May be given supervisory transaction override authority. May be responsible for branch supply ordering. May function as a customer service call staff member as needed or cross-trained as call center staff where primary duty is assisting customers by answering all calls received through customer service channels.

These assigned call center duties may be performed within a standard branch setting or an assigned call center location.

Participate in regular training for industry specific regulations, guidelines, and procedures.

Is supportive of the Bank's mission and core values and demonstrates this commitment in daily work.

Use good reasoning and organizational skills.

Stand / sit for several hours in a row.

Regularly exert significant physical exertion to lift, carry, push, pull, climb, kneel, crouch, stand, bend, twist and reach.

Regularly lift and carry up to 55 lbs.

Regularly drive, stand, walk and use hands to handle, finger or feel objects, tools or controls.

Use knowledge in operating and maintaining various types of equipment.

Follow instructions and safety policies.

Regular and predictable attendance and presence at work.

Regular interaction with peers on-site, including face-to-face meetings and spontaneous conferences.

Ability to effectively perform responsibilities under a high level of stress.

Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

EDUCATION and / or EXPERIENCE

High school diploma or general degree (GED); or one to three months related experience and / or training; or equivalent combination of education and experience.

SKILLS / ABILITIES

Effective time management.

Establish and maintain effective working relationships with customers, associates, and vendors.

Clear communication.

Knowledge of Microsoft Word, Excel, and PowerPoint

REGULATION TRAINING REQUIREMENTS

Successful completion of all assigned training.

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