Personal Banker II - Ayer BranchAyer Branch - Ayer, MA 01432
Overview:
Salary Range $23.50 - $28.00 Hourly Level Experienced Position Type Full Time Category Customer Service
Job Description
Title: Personal Banker IIFLSA Status: Non-Exempt Employment Status: Full Time
Department: Retail Location: Ayer Branch
Reports To: Assistant Branch Manager / Relationship Manager
Date Prepared: 11/21/23 Human Resources Review: March 13,2024SUMMARY:As a valued member of our Retail Branch team, the Personal Banker II plays a vital role at Main Street Bank, bringing in a wealth of experience and expertise. This position demands advanced skills and knowledge, encompassing a diverse array of responsibilities crucial for the seamless operation of the assigned branch. The Personal Banker II handles a wide spectrum of customer service transactions, including both routine teller line operations and those of a more complex nature. In collaboration with the Assistant Manager and/or Branch Manager, they actively ensure the teller line operates at peak performance, including staffing, sales, and service functions. They may delegate responsibilities and assignments as needed and may even exercise administrative control over teller line functions to align with established bank policies and procedures. Responsibilities extend to daily teller activities, conducting transactions, cross-selling bank products, fostering customer relationships, facilitating account openings, and delivering exceptional customer service. The Personal Banker II also plays a pivotal role in guiding customers to the appropriate departments for non-deposit transactions and can lend their support to branch/retail projects.
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. GENERAL:Oversee teller line operations, including transaction processing, night deposit handling, branch balancing, vault management, ATM maintenance, and ensure adherence to bank policies and regulations. Provide daily supervision, coaching, and feedback to staff for exceptional customer service, needs assessment, and product recommendations. Conduct regular meetings with the Assistant Manager/Branch Manager to discuss staffing, development needs, achievements, challenges, and performance objectives. Act in a leadership role in the occasional absence of the Assistant Branch Manager, and/or the Relationship Manager. Collaborate to achieve internal performance goals, encompassing business volume, deposits, loans, customer relationships, and quality audits. Offer training and guidance on existing and new processes to department members. Foster an inclusive work environment, rewarding performance while respecting individual skills and needs. Develop and sustain relationships with leaders from other departments, aligning with core values and goals. Maintain a positive work atmosphere, conduct random monthly cash drawer audits, and manage cash levels. Prepare monthly teller staff schedules, handle customer inquiries professionally, and adhere to security guidelines. Ensure a thorough understanding of branch policies and procedures and can independently handle the opening and closing of the branch. Address customer problems promptly and professionally, coordinating follow-up actions. Maintain comprehensive knowledge of the bank's products, process transactions, and attend seminars to stay updated. Handle all customer transactions, ensuring accurate balancing and compliance with security procedures. Work at the Customer Service desk, or teller line maintaining an efficient work area. Open various deposit accounts, including retirement products and safe deposit boxes, with proper documentation. Occasionally travel for bank-related purposes, maintain knowledge of Bank Secrecy Act regulations, and participate in community events. Undertake additional duties as assigned. 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. Partners with and provides referrals to other areas of the Bank, such as Commercial and Mortgage Lending, to help fully develop banking relationships. In the performance of respective tasks and duties, the employee is expected to Up-hold the responsibilities set forth by the National Mortgage Licensing System and Registry (NMLS&R) and the SAFE ActOccasionally represents the financial institution in before/after hours and/or weekend networking and community service events. 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 account opening and maintenanceSUPERVISORY RESPONSIBILITIES:Oversee and support the daily operations of the teller line operations, including transaction processing, night deposit handling, branch balancing, vault management, ATM maintenance, and ensure adherence to bank policies and regulations. Provide daily supervision, coaching, and feedback to staff for exceptional customer service, needs assessment, and product recommendations. Act in a leadership role in the occasional absence of the Assistant Branch Manager, and/or the Relationship Manager. LEVEL OF RESPONSIBILITY:Interacts independently with branch staff and members of the community to conduct banking needs; resolves customer issues as needed. Work is routine and relies on prior directly related experience and specific bank policies, and sales programs. Work is supervised, and role is relied upon to provide subject matter content within the organization. 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 Experience in a financial institution - retail banking preferred Advanced product knowledge Proficient in Microsoft Office Suite products and the Internet Be registered or be eligible to register and maintain a valid Mortgage Loan Originator Identifier Number issued through the National Mortgage Licensing System and Registry (NMLS&R).Means and mode to travel to any of Main Street Bank's locations as needed on an occasional basis. Solid understanding and application of administration activities with an understanding of office procedures and ability to operate standard office equipmentCOMPETENCIES:Coachable and demonstrable ability to take and implement feedback Continuous desire to learn and improve Excellent Communication Skills (written and verbal) Accurate attention to detail Self-Monitoring ProfessionalismAdaptabilityResponsivenessIndependentTeam orientated. Confidentiality & Discretion Organizational SkillsSound Judgement Proficient Prioritization skills ResourcefulAbility to embrace change with a positive approach. Motivated and enthusiastic team player Relationship Builder - Develops and maintains relationships with officers, employees and external contacts and maintains alignment with core values, vision, strategy and goals. Computer Technology Savvy - Utilize technology/systems to improve work processes and use a range of technology to solve problems. LANGUAGE/COGNITIVE SKILLS:The work skills described here are representative of those that must be met by an
