Personal Banker/Lead Customer Service Representative

Position Title: Personal Banker

Reports To: Location President

Classification: Non- Exempt

Revised: May 2026

Scope:

Reporting to the Location President, the Personal Banker is responsible for assisting with the daily operations of the location, helping to lead lending and business development initiatives of the location, and assisting with the supervision of location staff. The quality and nature of this leadership will result in meeting the needs of the customers, staff and bank while achieving both the short and long-term goals of the bank.

The Personal Banker is responsible for generating, negotiating, underwriting, and coordinating the closing of routine consumer loans and mortgage loans in compliance with the Bank’s lending policies and procedures. This position is also responsible for the maintenance of loans, and in the event of delinquency, the collection of loan payments. As part of this, the Personal Banker is responsible for public relations and generation of new business in accordance with the goals and objectives of the bank. Represents the bank in the local community through active participation in community affairs.

Accountabilities:

Loan Portfolio Management: 45%

• Responsible for generating routine consumer loans and mortgage loans within guidelines set by bank policy and growth targets. This will include interviewing the customer and completing the loan application.
• Responsible for all aspects of loan origination. This includes underwriting the loan within credit policy and personal credit approval limits. Also, responsible for credit quality, credit approval, processing, and the closing of the loan.
• This person is responsible to control the past due loans of their personal loan portfolio, including collecting delinquent payments.
• This position is responsible to close the loan with the customer. At that time, the loan will be given to a loan processor for documentation. The lender will be responsible for all documentation and ensure that the bank’s position is secured.
• This position is required to register with the Nationwide Mortgage Licensing System & Registry. This position will need to comply with initial registration and ongoing registry requirements.

Business Development: 30%

• This position will be familiar with all bank offerings. This person will refer customers to the appropriate department for service and cross-sell customers to other banking services. This may include a referral to the WMG or cross-selling deposit products, investment products, insurance products or any other product the customer may be a candidate for.
• Support the overall location sales effort. Direct sales goals may be established by management for such items as IRA’s, HSA’s, CD’s, ATM cards, direct deposit, automated banking, or referrals for other bank products.
• Must help attract prospects to the bank. This person will make calls on specific prospects. Responsible for generating new consumer loans and mortgage loans for the bank. This will include soliciting new business relationships and strengthening relationships with existing customers.

Location Administration: 10%

• Support the atmosphere within the location that attains and maintains a high level of morale and embraces our Vision, Mission, Values and Service Standards.
• Assist with training staff, implementing, and ensuring all bank policies and procedures are known and followed at the location.
• Provide leadership for location specific promotions and initiatives.
• Ensure that the properties and facilities are kept in accordance with bank standards for appearance, cleanliness, and safety.

Supervision: 10 %

• Directly manage a team of professionals and assume responsibility for implementation of tactics in their area of responsibility.
• Assist with the selection and motivation of staff and help develop a culture that will help determine the effectiveness of the staff in getting their respective jobs accomplished.
• Will develop tactics to ensure implementation of the bank’s strategic direction. These tactics can include goals for growth, products, staff, and the like.
• Will ensure implementation of the tactics through assigning responsibility and developing the tracking needed to ensure that desired results are achieved and ensure that the staff is achieving their individual goals.

Other: 5%

• Active involvement in key community, banking and civic organizations and activities, as appropriate, to represent the bank in the community.
• As part of the overall team of bank employees, this position may be requested to assist in the support of other bank activities as assigned.

Competencies:

A daptability:

Able to adjust quickly to different work situations and remain composed under pressure and in stressful situations. Must embrace change and see change as an opportunity. Must be willing to express and support management's ideas to affected staff. Consider themselves as part of a larger bank team and help build teamwork.

Attention to Detail:

Regard for all important details to assure accuracy in every transaction performed; detect errors; follow through on corrections and details. Able to develop personal tracking/reminder systems to ensure that important activities are not missed.

Financial Analysis:

Must clearly understand all aspects of accounting and finance in a community bank environment. This includes understanding reconcilement, general ledger, budgeting, and pricing along with the ability to understand numbers and use those skills as they pertain to loans and the loan underwriting process.

Negotiation and Sales Skills:

Must understand the concepts of negotiating and sales as it pertains to selling financial service products in a community bank. Must be able to cross sell customers and make referrals to other areas of the bank. Must be able to develop a “win-win” approach to problem solving with customers.

Oral/Written Communication:

The ability to express and to communicate thoughts and ideas in a professional, clear and concise manner, both orally and in written form to a variety of audiences and to all levels of staff. Must be willing to express and support management’s ideas to affected staff.

Professionalism:

Projects a positive image of the bank to all internal and external customers at all times along with the ability to work well with others. Helps to build and promote teamwork. Promotes the bank’s image of a supportive corporate citizen within the community. Fiduciary responsibility for safekeeping confidential and sensitive information requires ethics and professionalism beyond reproach.

Supervision:

Offers proper training and coaching for new and current employees and set and measure performance standards. Must be able to set targets, develop action plans, provide feedback and praise/discipline as warranted and be able to motivate staff using both monetary and non-monetary rewards to recognize good performance and meet the goals that have been developed. Must have the ability to resolve personnel issues and conflicts that arise in such a way that maintains a positive work environment. Consider themselves as part of a larger bank team and help build teamwork.

Time and Work Management:

The capacity to manage one’s work, outline overall project plans, determine necessary steps for its completion and delegation of tasks to the appropriate staff to ensure the project is finished accurately, on time and within budget. Must have the ability to set targets, develop action plans, and measure results against the defined target goals. The ability to prioritize tasks to make the best use of time for high priority tasks is vital. Makes prudent decisions; creates policies and procedures; provides managerial direction and leadership at a high level of accountability. Seeks opportunities to develop personal abilities.

Education and Special Requirements:

• Four-year degree in business administration or related experience along with three to five years of prior sales experience.
• Previous supervisory experience preferred.
• This job requires skills needed in a typical office environment. This includes computer skills, communications skills, as well as utilization of office equipment.
• Internal: BAI Courses: All Staff, Personal/Retail/Ag Banker, Real Estate (if applicable)

Physical Requirements:

• Prolonged periods of working on a computer.
• Occasionally lift and carry up to 15–25 pounds (e.g., coin bags, office supplies).
• Ability to remain in a stationary position (e.g., standing or sitting) for extended periods.
• Frequent use of hands and fingers for data entry, handling cash, and operating office equipment.
• Visual acuity to read documents, computer screens, and currency.
• Manual dexterity for typing and handling paperwork.
• Occasional travel to client sites or bank locations (if applicable).

If you are a registered MLO, you will also have the following duties:

• Responsible for the generation of real estate loans for the bank within guidelines
  
  set by bank policy and growth targets. This will include soliciting new business
  
  relationships and deepening relationships with existing customers.
• This position will handle phone inquiries regarding mortgage rates and
  
  requirements for getting a loan with the bank.
• During the loan process, this person will assist customers through the mortgage
  
  process and handle issues as they arise.
• This position is responsible to close the loan with the customer.

Position Title: Lead Customer Service Representative

Reports to: Location President

Classification: Non-Exempt

Revised: June 2026

Scope:

The Lead Customer Service Representative position is responsible for demonstrating excellent customer service in accordance with bank’s core values, supervise, schedule, and lead the location CSR team. Greet and assist customers in a friendly and timely manner via telephone, email and in person. Handle daily transactions such as checking and savings deposits, withdrawals, payments, advances, purchases, balancing, etc., while ensuring a positive interaction with customers.

Have a working knowledge of bank products and services and cross sell when appropriate. The Lead CSR is responsible for understanding the daily routines of the department and assists the other CSRs or departments with duties as needed. Maintain a complete understanding of regulatory and compliance policies and procedures. Must be able to work flexible hours and days & responsible for fulfillment of all job accountabilities. In addition, the Lead CSR will assist the customer in financial planning. This may include opening new deposit accounts such checking, savings, CDs, IRAs, safe deposit boxes as well as many other additional products such as debit cards, online banking, mobile banking, e-statements, direct deposit, etc.

Accountabilities:

Business Development: 50 %

• Responsible for opening all deposit type products for both consumers and businesses, such as checking savings and CDs, and HSAs.
• Responsible for certain maintenance functions for both CIF level and Account level while adhering to limitations and standards set by management.
• Responsible to cross-sell other bank products as opportunities arise.
• Perform auditing duties to ensure all standards and requirements are met.
• Support the overall location sales effort for various retail products. Direct sales goals may be established by management for such items as CDs, HSAs, DDAs, Savings, ATM cards, direct deposit, online banking, or referrals for other bank products.
• This position will know other products the bank offers. In that capacity, this person will refer customers to the appropriate department in the bank for service. This may include loans, WMG, private banking and the like.
• Understand and comply with the related laws and compliance regulations that pertain such as but not limited to BSA, Privacy, Funds Availability Policy, etc.
• Complete required educational opportunities in a timely manner and attend all necessary meetings and educational opportunities as recommended.
• Open and close the location following bank procedures.

Supervision: 25 %

• Serve as a location contact for passing on information to the entire CSR area.
• Responsible for managing vault cash limits and CSR cash drawer limits daily.
• Granted access to the main cash vault.
• Responsible for approving checks cashed over the CSR limit, as well as other Vertex overrides.
• Responsible for scheduling CSRs.
• Audit CSR daily duties to ensure dual control, etc. as required.
• Assist with hiring all staff for the department, promotions, disciplinary actions, compensation administration, supporting, and training, coaching and mentoring staff daily.
• Research and correct as needed for errors performed by all CSRs.
• Encourage and assist CSRs to meet annual incentive opportunities for referrals.
• Monitor all CSRs have completed annual requirements for BAI.
• Proactively recognize if additional training is needed to limit potential risk to the bank.
• Mentor and monitor all CSRs to follow policy and procedures put in place by the bank.

Customer Service: 15 %

• Develop and demonstrate a working knowledge of the Vertex, Synergy, and SilverLake system for correct processing of transactions.
• Perform paying and receiving functions for customers. This will include taking deposits, withdrawals, and transfers from customers. Additionally, may sell prepaid Access cards, gift cards, bank cashier checks and help customers with additional related services.
• Provide a high level of customer service. This includes understanding customer needs as well as understanding the bank products and services offered. Go above and beyond what the customer expects.
• Support customers with maintenance questions concerning their accounts. This will include address changes, check orders, help with reconciling checkbooks and the like.
• Support customers with additional services such as online banking, bill pay, mobile banking, e-statements, etc.,
• Process night deposits including recording items and certifying currency.
• Follow procedures for allowing access to safe deposit boxes.

Cash Handling: 5 %

• Must keep cash drawer within assigned drawer limits.
• Ensure that the assigned cash balances daily and is kept secure at all times.
• Assist with vault, day vault and coin vault transactions and balancing.
• Assist with daily and weekly ATM functions and balancing.

Other: 5 %

• As part of the overall team of bank employees, this position may be requested to assist in the support of other bank activities.

Competencies:

Adaptability:

Able to adjust quickly to different work situations and remain composed under pressure and in stressful situations. Must embrace change and see change as an opportunity. Must be willing to express and support management's ideas to affected staff. Consider themselves as part of a larger bank team and helps build teamwork.

Customer Orientation:

Recognize and respond sensitively to the overall financial needs and priorities of the customer; recognize and take appropriate action to meet their needs; establish an effective working relationship with customers to gain their respect and loyalty. Take ownership of customer issues, placing priority on customer follow-up and striving for error-free work.

Professionalism:

Projects a positive image of the bank to all internal and external customers at all times along with the ability to work well with others. Helps to build and promote teamwork. Projects a professional image in dress, manner, communication, and focus. Fiduciary responsibility for safekeeping confidential and sensitive information requires ethics and professionalism beyond reproach.

Supervision:

Offers the proper training and coaching for new and current employees and set and measure performance standards. Must be able to set targets, develop action plans, provide feedback and praise/discipline as warranted and be able to motivate staff using both monetary and non-monetary rewards to recognize good performance and meet the goals that have been developed. Must have the ability to resolve personnel issues and conflicts that arise in such a way that maintains a positive work environment. Consider themselves as part of a larger bank team and helps build teamwork.

Time and Work Management:

The capacity to manage one’s work, outline overall project plans, determine necessary steps for its completion and delegation of tasks to the appropriate staff to ensure the project is finished accurately, on time and within budget. Must have the ability to set targets, develop action plans, and measure results against the defined target goals. The ability to prioritize tasks to make the best use of time for high priority tasks is vital. Makes prudent decisions; creates policies and procedures; provides managerial direction and leadership at a high level of accountability. Seeks opportunities to develop personal abilities.

Education and Special Requirements:

• Prefer a high school degree or equivalent along with six years of related experience in a customer service bank environment.
• Prior supervisory experience preferred but not required.
• This job requires skills needed in a typical office environment. This includes computer skills and a working knowledge of Word and Excel, must be able to type, use of ten key communications skills and utilization of typical office equipment.
• Must have the ability to lift up to 20 pounds.
• Internal Education: BAI: All Staff, CSRs, CSR II – Leads

Physical Requirements:

• Occasionally lift and carry up to 15–25 pounds (e.g., coin bags, office supplies).
• Ability to remain in a stationary position (e.g., standing or sitting) for extended periods.
• Frequent use of hands and fingers for data entry, handling cash, and operating office equipment.
• Visual acuity to read documents, computer screens, and currency.
• Occasional travel to client sites or other bank locations (if applicable).

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