[ref. v51212424] Associate Personal Banker

Job Description:

Our employees have the experience and vision to meet the needs of savers, borrowers, and businesses in the 21st century. First American Bank can offer employees a level of visibility, career growth, and stability that is difficult to find in many larger corporations.

The Associate Personal Banker position is an entry-level role within the Retail Banking Department. This non-exempt (hourly) role services the branch and provides professional customer service across both Teller and Banker functions.

DUTIES & RESPONSIBILITIES

• Manage customer experience, ensuring satisfactory service standards and appropriate resolutions are achieved.
• Assist in customer issue resolution in-person or via phone. This includes performing research, reviewing transactions, and redirecting customers to appropriate resources when necessary.
• Collaborate with internal business units to ensure a cohesive customer experience tailored to individual needs, resulting in a comprehensive banking relationship.
• Utilize tools and resources to organize and analyze customer data to align customer needs to tailored recommendations for products and services. Manage pipeline to adequately capture conversations and opportunities for prospective and current customers.
• Provide teller services including, balancing teller drawer, performing customer transactions, processing cash advances, depositing currency, ordering coin, and other teller services.
• Balance and replenish ATMs which includes processing of deposits and verifying currency in machine.
• Perform banking functions including, maintaining customer accounts, opening accounts, closing accounts, issuing official checks, and addressing any other customer inquiries.
• Participate in various customer service phone queues to service customers which includes performing research, reviewing transactions, and redirecting customers to appropriate resources when necessary.
• Assist in performing opening and closing procedures of the branch as needed.
• Adhere to all company policies and procedures.

• Plan, prepare, and deliver a tailored sales presentation ensuring our products and services are effectively presented to the customer.
• Identify and engage in sales conversations with customers and assist them in selecting banking products and services that best meet their needs, such as investments, loans, and referring them to the appropriate business partners.
• Open accounts and recommend services to new and existing customers in-person and via phone.
• Meet or exceed assigned sales goals.

• Analyze and identify risks while conducting customer transactions. Utilize compliance and fraud training to accurately respond and escalate suspicious activity to the appropriate department.
• Participate in internal audits demonstrating an understanding of internal bank policies and procedures to ensure exemplary customer service standards are met.

• High School degree or equivalent required.
• Compressive training and professional development are provided to adequately prepare employees, equipping individuals with the skillsets to succeed the role. Training will include technical and customer service topics via classroom style, electronic, and one-on-one training.
• Minimum six months of customer service/retail experience required.
• Ability to handle cash transactions and proficient in working with US currency.
• Must be professional, comfortable speaking with external and internal contacts with a demonstrated ability to tailor the message appropriately to the audience and situation effectively.
• Demonstrated ability to convey thoughts and ideas effectively and succinctly via written formats, including emails, letters, and electronic platforms. Maintain professional standards relating to spelling and grammar.
• Maintain credibility through professional demeanor, appearance, and presence by modeling standards appropriate to our environment and industry.
• Maintain good working relationships with internal partners by exhibiting exemplary interpersonal skills, adopting a constructive, solutions-focused approach.
• Use sound professional judgment to balance the interests of the organization and customer, understanding and using available resources to mitigate risks.
• Cold calling sales ability, with assertive, positive, and persistent style.
• Proficiency with Microsoft 365 products and applications, including the ability to effectively prepare or review documents, procedures, and reports.
• Demonstrated ability to learn new systems and applications, as well as the ability to understand, adapt and adjust responsibilities/workflows as a result of system upgrades.
• Occasional travel to other First American Bank locations to assist other branches, Bank functions, and training facilities required.
• Typically scheduled for a 36 – 40 hour work week with shifts between the hours Monday through Friday 8:00 a.m. to 6:00 p.m. and Saturday 8:00 a.m. to 1:00 p.m. Additional hours may be required to participate in phone queues, after hour meetings, and call nights.
• Punctuality is required to maintain First American Bank’s customer service standards.