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Personal Banking Specialist I

2 months ago

Colonial Heights, Virginia, United States Sonabank Full time
Position Overview: This role is essential in delivering outstanding customer service while assisting both new and existing clients with their financial requirements. Responsibilities include managing transactions, facilitating new account setups, and making suitable partner referrals, all while adhering to regulatory standards and internal policies.

Key Responsibilities:
  • Execute a range of customer transactions and inquiries following the bank's service standards and operational procedures (such as processing deposits, cashing checks, managing account holds, addressing customer inquiries, and executing stop payments).
  • Engage in proactive sales initiatives to present solutions tailored to customers' financial needs while achieving sales targets.
  • Demonstrate a customer-centric approach by directing clients to the appropriate Sonabank representative who can best assist them.
  • Establish, meet, and surpass performance benchmarks by complying with set Service Quality Standards.
  • Follow operational protocols to ensure compliance with Balancing Standard Guidelines and maintain satisfactory Audit and Monthly Internal Control (MIC) scores.
  • Prepare documentation and arrangements for specialized services such as foreign currency transactions, direct deposits, and outgoing wire transfers.
  • Support branch operations and assist colleagues with various tasks, including managing overdrawn accounts, conducting OFAC reviews, processing transactions at the back counter, and overseeing ATM and vault responsibilities.
  • Maintain a comprehensive understanding of the bank's products, services, pricing, and customer relationship management software.
  • Assist with ATM and vault operations, including opening, replenishing, and balancing the branch's ATM.
  • Collaborate with other branch staff to ensure compliance with audit standards, including contributing to the branch's Monthly Internal Control Report (MICR) and documenting adherence to operational policies.
  • Participate in cross-training for additional responsibilities to foster professional growth and continuous improvement.
  • Ensure compliance with all applicable state and federal regulations and bank policies, including the Bank Secrecy Act, SAR, CTR, FACT ACT, Community Reinvestment Act, and EEO/AA/Fair Employment Practices.
  • Regular in-person attendance is mandatory.
  • Fulfill all other assigned duties.
Educational & Experience Requirements:
  • High School diploma or equivalent.
  • Experience in cash handling.
  • Customer service experience in a retail setting.
  • Sales experience, particularly in cross-selling (preferred).
  • Prior experience in retail banking (highly preferred).
Skill Requirements:
  • Ability to successfully complete required training programs.
  • Effective communication skills, with the ability to ask insightful questions to identify diverse customer needs.
  • High attention to detail.
  • Proven ability to work collaboratively as part of a team.
  • Capable of effectively presenting product features and benefits while providing sound advice.
  • Strong organizational abilities.
  • Professional verbal and written communication skills.
Physical Demands:

In an 8-hour workday, the following physical demands are applicable:
  • Frequent bending and squatting to access cash supplies.
  • Continuous sitting or standing in a forward-facing position.
  • Frequent movement throughout the bank, including teller windows in the lobby and Drive Thru.
  • Regular movement around the office to access necessary equipment.
  • Frequent lifting of up to 20 pounds.
  • Continuous counting and handling of money.
  • Ongoing interaction with customers.
  • Consistent use of hands and arms for various tasks.
  • Continuous communication through in-person, phone, written, and electronic means.
Work Environment:
  • Retail banking environment with potential travel to other branches.
  • Moderate noise levels.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.