Personal Banker II - Customer Experience & Banking Expert

First Community Bank; Gate City (AL); On-site; USD 34,000 - 46,000; Full time

Job summary

First Community Bank is seeking a Personal Banker II - Float to provide customers with accurate information on the Bank’s products and services, handle inquiries, and resolve complaints. You will promote products, open and service accounts, and support teller duties across branches.

Ideal candidates have at least three years of banking experience, strong customer service, and solid knowledge of banking platforms, with a focus on compliance and customer satisfaction in a community banking setting.

Qualifications

• High school diploma or equivalent.
• Three years of banking experience in all account opening, servicing, and maintenance and demonstrated proficiency in these tasks.
• Effective listening skills demonstrated by the ability to listen to other people talk without interruptions, understand them, and then purpose solutions or make contributions based on the points made.
• Patient and willingness to help others in solving problems while maintaining a positive attitude.
• Proven record of outstanding customer service.
• Demonstrated proficiency using banking platforms and common office software and systems.
• Strong verbal and written communication skills.
• Excellent negotiation skills and ability to influence people.
• Strong attention to detail.
• Ability to lift up to 25 pounds occasionally and to stand for extended periods of time.
• Ability to sit in front of a computer for extended periods of time.
• Ability to travel, as needed.

Responsibilities

• Establish and promote cordial relationships with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction.
• Inform and suggest new banking products to customers.
• Provide information to customers on their accounts such as balance, account status, and check or payment clearing history.
• Ensure that all the Bank’s policies, procedures, and regulatory guidelines are strictly complied with in the process of performing duties.
• Ensure the customers’ confidential information is properly protected and only used for official purposes.
• Improve customers’ banking experience by ensuring that the customers are attended to promptly and all their banking challenges are resolved without delay.
• Conduct effective checking sales presentations that will result in an appropriate account recommendation and asking for the customer’s business.
• Introduce customers to the Tell-A-Friend program and eagerly hand out Tell-A-Friend coupons with an enthusiastic explanation with each customer transaction.
• Help customers to understand their in-person as well as digital banking options, allowing them to select the channel that aligns best with their personal preference for doing business with the Bank.
• Expand technology penetration of retail and business clients by pro-actively using the customer convenience channels offered by First Community Bank; personally using the services allows employees to be a better customer advocate.
• Open new accounts and service existing accounts as outlined by operational procedures, ensuring required documentation is received and archived at time of account opening.
• Ensure that deposit exceptions are minimal and addressed quickly after identifying with the goal of no account being at risk of closure due to documentation exceptions.
• Make qualified referrals to banking partners such as Wealth, Mortgage, Commercial, and Treasury Services.
• Perform branch operational duties as assigned by Branch Manager, in accordance with operational procedures.
• Participate in marketing and awareness campaigns in the Bank to create and grow customer base.
• Consult customers on consumer loan options and explain their terms, process consumer loan applications with accuracy, understand and discuss debt ratios and consumer reports with customers, and ensure proper loan documentation is received for consumer non-real estate loans by understanding each transaction and what is required for lien perfection. In the event a lien is not perfected timely, bring resolution quickly to the outstanding item.
• Serve as Teller, maintaining a cash drawer, accepting deposits, cashing checks, processing cash advances and loan payments, and other teller transactions accurately and courteously while adhering to regulatory and operational procedures.
• Complete training, as assigned, within the expected timeframes.
• In some markets, may handle cash vault duties including: completing end-of-day balancing of vault, including completion of the vault and currency log with the amounts of physical cash and coin in the vault, entering totals into Silverlake Teller, and completing close out of business day; preparing currency and coin shipments and placing currency orders each week in accordance with operational procedures; entering all teller outages into the electronic workflow-OWL, ensuring the balance in OWL matches the outage in general ledger; and reviewing and adding notes to the teller over/short report in Synergy on a daily basis and ensuring the outages are cleared/corrected.
• Assist Personal Banker Is with more complex duties which could include business accounts, IRA distributions as well as IRA openings, and any other duty that is less frequently recurring.
• All employees are expected to support First Community Bank’s mission, vision, and values by exhibiting commitment to the Company Standards of Conduct and executing to the fullest extent possible the duties detailed within this job description.

Skills

Customer service

Active listening

Verbal communication

Written communication

Attention to detail

Problem solving

Cross-selling

Negotiation

Teamwork

Education

High school diploma

Tools

Banking platforms

Office software

Silverlake Teller

Synergy

OWL workflow

Job description

First Community Bank is seeking a Personal Banker II - Float to provide customers with accurate information on the Bank’s products and services, handle inquiries, and resolve complaints. You will promote products, open and service accounts, and support teller duties across branches.

Ideal candidates have at least three years of banking experience, strong customer service, and solid knowledge of banking platforms, with a focus on compliance and customer satisfaction in a community banking setting.