Personal Banker

Description

Position Summary

The Personal Banker is responsible for building, maintaining, and deepening relationships with consumer and small business customers by providing exceptional service, identifying financial needs, and recommending appropriate banking solutions. This role combines relationship management, new account sales, teller transactions, and branch operations support to deliver a superior customer experience while contributing to branch growth, deposit acquisition, and overall profitability.

Key Responsibilities

Customer Relationship Management

• Develop and maintain strong relationships with new and existing customers.
• Conduct financial conversations to identify customer goals and recommend appropriate products and services.
• Deliver personalized solutions for deposit accounts, consumer loans, debit cards, online banking, and treasury management services.
• Proactively contact customers to deepen relationships and expand product utilization.
• Resolve customer concerns professionally and ensure a positive banking experience.

New Accounts & Sales

• Open and maintain consumer and business deposit accounts with accuracy and compliance.
• Promote and cross-sell bank products and services based on customer needs.
• Identify opportunities for referrals to mortgage, commercial lending, wealth management, and other specialized banking areas.
• Assist customers with online banking, mobile banking, debit card services, and electronic banking solutions.
• Contribute to branch sales, deposit growth, and customer retention goals.

Teller & Transaction Processing

• Accurately process deposits, withdrawals, payments, transfers, check cashing, and other financial transactions.
• Balance assigned cash drawer and maintain appropriate cash controls.
• Process official checks, cashier's checks, money orders, stop payments, and account maintenance requests.
• Accept loan, installment, and collection payments.
• Maintain transaction accuracy while adhering to security and operational procedures.

Branch Operations Support

• Support daily branch operations, including vault balancing, cash shipments, and operational reports.
• Assist with safe deposit box administration and customer access procedures.
• Process account documentation, maintain records, scan documents, and prepare operational reports.
• Support branch audits, operational reviews, and internal control procedures.
• Assist with balancing branch cash and maintaining operational integrity.

Leadership & Team Support

• Serve as a resource for less experienced team members.
• Assist with training and onboarding of new employees.
• Support branch management in achieving service, sales, and operational objectives.
• Promote teamwork, accountability, and a customer-focused culture.

Compliance & Risk Management

• Ensure compliance with all bank policies, procedures, and regulatory requirements.
• Maintain adherence to BSA/AML, OFAC, CIP, Regulation CC, Regulation E, and other applicable banking regulations.
• Protect customer information and maintain confidentiality.
• Identify and report suspicious activity and potential fraud.
• Maintain operational accuracy and strong internal controls.

Requirements

Required

• High school diploma or equivalent.
• Minimum one to three years of banking, retail sales, financial services, or customer service experience.
• Cash handling and transaction processing experience.
• Strong sales and relationship-building abilities.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office and banking technology platforms.

Preferred

• Associate's or Bachelor's degree in Business, Finance, or related field.
• Previous new account or Personal Banker experience.
• Consumer lending and deposit account knowledge.
• NMLS registration or ability to obtain as required.
• Core Competencies
• Customer Service Excellence
• Relationship Building
• Sales & Business Development
• Deposit Account Expertise
• Attention to Detail
• Regulatory Compliance
• Problem Solving
• Cash Handling Accuracy
• Communication Skills
• Teamwork & Collaboration
• Time Management
• Adaptability

Performance Expectations

Success in this role is measured by:

• Customer satisfaction and retention
• New account growth
• Deposit growth and product penetration
• Referral generation
• Transaction accuracy
• Compliance and audit results
• Achievement of branch sales goals
• Operational efficiency and teamwork

Working Relationships

Develop and maintain effective working relationships with customers, branch personnel, lending teams, operations staff, and management. Serve as a trusted financial resource while supporting the bank's growth objectives and commitment to service excellence.