Senior Personal Banker

Overview

The Senior Personal Banker is responsible for delivering exceptional service to both existing and prospective clients. This role manages the full client experience by identifying and addressing service needs, executing transactions accurately and building strong client relationships.


The Senior Personal Banker proactively identifies retention and growth opportunities through meaningful client interactions and needs-based conversations. This includes recommending and referring appropriate bank products and services aligned with client goals. Additionally, the role ensures all service transactions are handled effectively while maintaining a high standard of client care and operational excellence.

The Senior Personal Banker also contributes to the branch's day-to-day operational excellence by ensuring adherence to policies and procedures, audit readiness, and the security, safety and soundness of the branch, and leads and supports branch staff to deliver consistent retention, growth, and service standards through coaching, observation, and accountability. This role contributes to the retention and growth of client relationships by deepening engagement, increasing share of wallet and identifying need-based referral opportunities.

Serves as the operational and client-facing leader in the absence of the Client Relationship Manager.

Responsibilities

The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Process a variety of routine and complex transactions such as account openings and closings, deposits, withdrawals, loan payments and transfers.in accordance with the Bank's policies and procedures.
• Assist in retaining and growing existing client relationships by understanding client needs and introducing relevant financial solutions.
• Actively participate in ongoing training and regular meetings and demonstrate a willingness to be cross trained to perform duties necessary to assist clients
• Assist with the daily operations of the branch including reporting, audits, ATMs, coin machines, main cash vault, etc. Prepare cash shipments, order cash/coin as needed, and receive and process cash shipments.
• Ensure daily operational integrity and excellence.
• Maintain current knowledge of Bank policies and procedures to ensure compliance and operational soundness.
• Ensure the branch adheres to regulatory compliance requirements such as Anti Money Laundering ("AML") and Countering the Financing of Terrorism ("CFT").
• Build client loyalty through courteous, professional service aligned with the Bank's established service standards.
• Maintain comprehensive knowledge of the Bank's products and services to engage clients in consultative discussions and recommend solutions aligned with their financial needs.
• Identify client needs and refer appropriate products and services while executing a smooth transition across functions.
• Resolve client concerns in a courteous, positive and timely manner.
• Serve as a liaison between the branch and various other departments across the Bank to ensure communication and understanding of all company policies and procedures.
• Lead and motivate branch team members by example by delivering and modeling exceptional client experiences and consistent relationship building conversations.
• Participate in individual coaching sessions with each team member on a quarterly basis with a strong accountability emphasis on achieving branch retention, growth, and referral goals, service standards, and operational excellence.

Qualifications

• High school diploma or equivalent required, associate's degree preferred.
• Minimum of 2 years of retail banking and/or cash handling experience required.
• Prior experience in a supervisory, team lead or coaching capacity preferred.
• Prior client service experience or a strong desire to work in the service industry preferred.
• Proficiency in Microsoft Office required.
• Excellent written and verbal communication skills.
• Ability to maintain a positive and collaborative attitude in all situations.
• Excellent customer service and follow-through skills.
• Ability to apply critical thinking and problem-solving skills to resolve internal or external client concerns.
• Ability to maintain a positive, professional, and collaborative demeanor in all situations.
• Ability to manage staff and resolve conflicts.
• Ability to lead, coach, and influence team members to achieve performance goals.

WORKING CONDITIONS:

This position is a full-time onsite role.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Regular attendance and punctuality are essential functions of every job. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential functions.

Perform routine and typical tasks of an office such as typing, taking notes, reading/reviewing, computer work, filing, copying, answering phones, etc. that may require employees to view, stand, stoop, kneel, or crouch and lift. The employee must occasionally lift and/or move up to 30 pounds.

Position requires flexibility and willingness to occasionally travel to other locations/ branches, as well as being physically present at an assigned location, generally during normal business hours but include evenings and Saturdays.

The successful candidate will be required to prove on the first day of work that they are legally authorized to work in the U.S. The Bank will not sponsor a candidate for a visa or for work authorization.