Personal Banker/Lead Customer Service Representative (Akron)

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 ]]> <