Personal Banker I - Pepperell (76721)

Personal Banker I

Pepperell Branch - Pepperell, MA 01463

Overview

Salary Range $17.50 - $23.50 Hourly Level Entry Position Type Full Time Category Customer Service

Job Description

Within the Retail Branch team at Main Street Bank, our Personal Bankers excel in nurturing customer relationships and recommending products and services. Leveraging product knowledge in every interaction, they identify customer needs and offer tailored financial solutions, ensuring a hassle-free banking experience. Under the direct supervision of the Assistant Manager or Branch Administrator, the Personal Banker I manages a wide spectrum of customer service transactions, including teller line operations, and play a crucial role in guiding customers to the appropriate departments for non-deposit transactions. Moreover, the Personal Banker I may extend their support to branch and retail initiatives that have an impact on both the department and the entire bank. In keeping with our established sales and service culture, this role actively contributes to the attainment of the bank's goals.

Essential Duties and Responsibilities

The requirements listed are representative of the knowledge, skill, and/or ability required.

In the performance of respective tasks and duties, the employee is expected to successfully perform quality work within deadlines with or without supervision, interact professionally with other employees, customers and suppliers; work effectively as a team contributor on all assignments and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

Statements included in this description are intended to reflect in general the duties and responsibilities of this classification and are not to be interpreted as being all inclusive, other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

How you will spend your time:

• Manages the opening of various deposit accounts, ensuring the necessary documentation is complete and properly filed.
• Demonstrates a proactive approach to cross-selling bank products, making tailored recommendations to meet customer needs. Addresses basic inquiries and redirects complex issues to the appropriate channels.
• Skillfully manages phone inquiries related to account activity and balances.
• Executes a diverse array of customer transactions, including deposits, withdrawals, cash disbursements, loan and mortgage payments, check processing, money order issuance, and account transfers.
• Delivers a wide range of customer services, such as handling change of address requests, re-pinning debit cards, adding notes to customer accounts, and assisting with Certificate of Deposit renewals.
• Upholds meticulous record-keeping practices and conducts accurate end-of-shift balancing procedures, promptly reporting any discrepancies to supervisors.
• Cultivates an in-depth understanding of bank policies, products, and services and continuously updates this knowledge through participation in seminars and courses.
• Adheres to established bank security procedures concerning cash levels, check cashing, and transaction processing.
• Adapts to various roles, including operating a Customer Service desk, lobby window, or drive-up services, as needed.
• Maintains a well-organized work area, ensuring efficiency and cleanliness.
• Consistent successful random monthly cash drawer audits and alarm testing in line with the Branch Manager's monthly report.
• Professionally and promptly handles or escalates customer problems and complaints, coordinating appropriate follow-up actions.
• Promotes and explains bank services such as online banking, mobile banking, Video Connect and Safe Deposit Boxes
• Directs consumer loan requests to the relevant branch personnel, while maintaining a basic knowledge of the bank's consumer loan products.
• Upholds a record of regular and consistent attendance to sustain high standards of customer service. Occasionally participates in before/after hours and weekend community events.
• Ensures compliance with Bank Secrecy Act regulations and internal/operational risk controls, attending mandatory training sessions and completing required online courses.
• Exemplifies adherence to all company policies and serves as a role model in policy compliance.
• Occasionally travels locally for bank-related purposes, including staff meetings, training, business calls, networking, and community/marketing events.
• Successful completion of development checklists and achievement of milestones to demonstrate acquired skills and competencies indicating the ability to perform the job independently
• Take an active role as a "team member" in department/branch, assisting with the Bank's overall growth goals by successfully promoting new business by participating in and modeling the MSB Sales Process by selling products, supporting contests, and providing exceptional customer service. Discovers customer needs through conversations, questions, and review of their accounts, to promote and recommend Bank products and services based on their needs
• Periodically participates in community events outside regular business hours, as needed.
• Regular and consistent attendance is required in order to continue the high standard of customer service as well as occasionally participating in before/after hours and/or weekend community events.
• In the performance of respective tasks and duties, the employee is expected to maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements and policies as well as attending all required training sessions and completing all required on-line training courses.
• The employee is expected to adhere to all company policies and act as a role model in the adherence to policies.
• Understanding and use of Salesforce to disseminate customer information between branches and departments
• Other duties as assigned, performing similar or related work as directed, required, or as situation dictates.

Sales

• Shares responsibility for achieving branch goals.
• Participates in Branch activities that generate new business such as promoting branch sales culture and special promotional events.
• Occasionally represents the financial institution in before/after hours and/or weekend networking and community service events.
• Asking personalized questions to convert transactions, account maintenance and other routine service requests into cross-sell conversations that deepen client relationships while meeting the customers needs.
• Seeks referrals for new business from new or existing customers and enters leads/referrals into Salesforce

Service

• Consistently exceeds customer service expectations by offering excellent service, including greeting customers, smiling, using their name and building rapport with customers designed to generate customer loyalty.
• Maintains a solid knowledge of Bank's deposit and loan products as well as additional services offered.
• Provides counsel to existing and potential customers regarding product and/or service selection.
• Evaluates customer problems and complaints and resolves them to ensure customer satisfaction.
• Assists customers with teller line transactions and as well as account opening and maintenance.

Level of Responsibility

• Interacts independently with members of the community to conduct banking needs; complete transactions and resolves customer issues as needed.
• Work is non-routine and relies on prior directly related experience and specific bank policies, and sales programs.
• Work is supervised.

Equipment Required

• Smart Phone - To enable the MFA (Multi Factor Authentication) facilitating access to MSB systems.

Skills Required

• High School diploma or equivalent, banking courses and/or related work experience
• 2 Years of Customer Service and Cash Handling Experience or Experience in a financial institution - retail banking preferred
• Basic product knowledge
• Proficiency in Microsoft Office Suite products
• Means and modes to travel to any of Main Street Bank's locations as needed on an occasional basis.
• Solid understanding and application of administration activities and ability to operate standard office equipment

Competencies

• Coachable and demonstrable ability to take and implement feedback
• Self-motivated
• Continuous desire to learn and improve
• Excellent Communication Skills (written and verbal)
• Accurate attention to detail
• Self-Monitoring
• Professionalism
• Adaptability
• Responsiveness
• Independent
• Team orientated
• Confidentiality & Discretion
• Excellent Organizational Skills
• Sound Judgement
• Proficient Prioritization skills
• Creative and