Personal Banker

Position Summary A Personal Banker is responsible for delivering an excellent experience to current and potential customers. Employees in this position possess exceptional customer service skills, confidence, leadership skills, a strong sales aptitude, attention to detail, and an outstanding knowledge of traditional and emerging bank products and services. They support and service to new and existing Security Bank of Kansas City customers using in-person interactions, phone calls and e-mails, and ensure that the banking center channel delivers consistent, prompt, and professional customer experience while focusing on building and enhancing customer relationships to foster long-term relationships. Essential Duties & Responsibilities The duties include but are not limited to the following: Understands and applies operational policies and procedures that evolve as customer behaviors change and the channel grows. Understands the consumer lending process as it relates to cross-sell opportunities, loan products and interest rates. Properly identifies customers on every interaction using established guidelines and procedures. Provides accurate account information using account security procedures. Recognizes account flags such as: holds, delinquent loans and screen messages before interacting with a customer. Recognizes inconsistencies regarding checks being deposited and account activity. Understands check hold processes and procedures. Must be customer-focused and able to convey information in an enthusiastic and positive manner. Greets customers enthusiastically, provide quality customer service and constantly look for ways to exceed their expectations. Supports individual and enterprise goals as determined by management. Utilizes system software provided. Promotes honest and open communication throughout the organization. Demonstrates behaviors that are consistent with the bank’s philosophies, objectives, and leadership characteristics. Works with other departments to ensure the workflow or process is providing the best service to the customer. Proactively seeks ways to provide financial solutions to new and existing customer relationships to meet or exceed customer expectations. Proficient in determining customer needs, and providing solutions, that may include referring customers to other departments and bank affiliates/partners including mortgage and commercial lending, treasury management and financial advisors. Maintains a strong working knowledge of consumer/business banking products and services to confidently consult with customers. Enthusiastically educates customers on emerging bank technology to include mobile banking and deposits, Online banking, Online Bill Pay, ATM/ITM depository functionality, debit and credit cards, E-statements etc. Accurately and efficiently processes a variety of banking transactions while following proper procedures and safeguarding against fraud and insures customer privacy. Uses strong and creative decision-making skills and abilities to assist customers; conducts transactions and sales activities with little to no supervision. Provides friendly greeting to customers in the lobby, on the “teller line,” drive-thru or over the phone. Efficiently and accurately processes basic transactions (deposits, withdrawals, check cashing, payments, etc.) while safeguarding against fraud. Issues money orders, cashier’s checks and redeems savings bonds. Follows all applicable policies, procedures, regulatory rules, and guidelines. Stays up to date with changes. Researches and politely assists with customer inquiries, provides account statements, assists with check orders, accepts change of address requests, and performs other customer-oriented functions with the intent of enhancing customer retention and exploring additional sales opportunities. Able to identify correct product types through needs-based questioning to sell products/services or make referrals to other departments, bank affiliates/partners to build and deepen customer relationships. Proactively seeks ways to expand customer relationships to meet or exceed individual, team and bank goals. Ensures all disclosures, audit standards, security policies and procedures are followed in accordance with Bank policy and Federal regulations. Performs account servicing duties, create a wonderful client experience in the lobby, on the teller line, on the phone and in the community. Actively promotes bank products and services to prospective new customers to insure personal and office budgets are met. Occasionally participates in onsite visits with customers, community groups or events to obtain networking opportunities and promote bank products, services, and brand. Researches and politely assists with customer inquiries, provides account statements, assists with check orders, accepts change of address requests, and performs other customer-oriented functions with the intent of enhancing customer retention and exploring additional sales opportunities. Assists with basic deposit and credit account openings, account maintenance requests, and may assist customers with accessing their safe deposit box. May be called upon as needed to accurately maintain, verify, and balance a cash drawer following the Bank’s standard operating procedures. Assists with the training of new employees and provide continuing training for current employees. Meets job expectations outlined by Retail Management in the position’s Performance Matrix. The expectations are reviewed annually by Retail Management and are subject to change. Works at assigned banking center. This is not a remote position because it requires direct contact to serve the customer and cannot be performed off site. May travel within the Bank’s network of locations. Performs other duties as assigned. Requirements Required Skills & Abilities 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, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Demonstrated ability to use tact, diplomacy, and present a "professional" personal appearance (including body language, tone of voice, hygiene, and attire). Intermediate experience with office technology tools (e.g., Computer, Internet Browser, Microsoft Office, or similar applications). General knowledge of traditional bank products/services – including Online/Mobile Banking and self-serve channels. Recent customer service experience, preferably in a banking environment. Recognized by peers or supervisors as someone with the ability to multi-task, achieve goals, stay organized, solve problems, manage time wisely, and work with limited supervision. In addition to possessing the skills necessary to perform the job, the employee must be willing and able to demonstrate these skills by coming to work daily, as scheduled. Minimum Education & Experience Minimum 1-2 years banking, retail or sales experience and previous customer interaction preferred. Proven sales skills, leadership skills, client experience and some background with outside networking/community involvement. Knowledge, skill, and mental development equivalent to the completion of a high school education. Excellent English verbal and written communication skills as evidenced by the ability to interact face-to-face, using electronic media and over the phone with customers and co-workers in a clear, confident, friendly, and polite manner, using proper grammar and spelling. Physical Demands & Work Environment Physical Demands : While performing the duties of this job, the employee is regularly required to walk, talk, see and hear. The general level of physical activity would be defined as sedentary. The employee is occasionally required to stand and frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms. Some movements of the hands, arms, and wrists may involve repetitive motions. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. Regular attendance and punctuality are necessary and essential functions. Cognitive/Mental Requirements : While performing the duties of this job, the employee is required to comprehend and use basic language, either written or spoken, to communicate information and ideas, both simple and complex. The employee is also required to use logic to define problems, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations; also requires use of problem-solving skills including formulating and applying appropriate course of action for routine or familiar situations. The employee may be required to perform numerical operations including basic counting, adding, subtracting, multiplying and dividing or more complex quantitative calculations. Work Environment : While performing the duties of this job, the employee is inside a central heat and air-conditioned office building. The noise level in the work environment is minimal. Other Information Statements included in this job description are intended to describe the general nature and level of work performed by the employee(s) assigned to this job. The statements are not intended to be construed as an exhaustive list of responsibilities, duties and skills required. Accommodations will be made to allow for meeting requirements when it does not place an "undue hardship" on Security Bank of Kansas City. Security Bank of Kansas City is an Equal Opportunity / Aff #J-18808-Ljbffr Security Bank of Kansas City