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Lead Personal Banking Specialist

2 months ago

Wyckoff, New Jersey, United States Provident Bank Full time

Overview:

At Provident Bank, we pride ourselves on being a distinguished financial institution with a strong commitment to our community. As a multi-billion-dollar bank, we continue to thrive and expand our services across New Jersey, Eastern Pennsylvania, and New York. Our dedication to our employees, customers, and the communities we serve is at the heart of our operations.

Position Summary:

The Senior Personal Banker is integral to our branch's sales and service operations, focusing on cultivating long-lasting customer relationships and ensuring a positive banking experience. This role requires a deep understanding of our core values centered around attracting, expanding, and retaining customer relationships.

The Senior Personal Banker is responsible for delivering exceptional service, greeting customers, conducting needs assessments, opening accounts, cross-selling products, and managing lobby operations. This position also involves resolving complex account issues and customer inquiries, while promoting our products and services by connecting customers with appropriate internal or external partners. Key responsibilities include processing transactions such as check cashing, withdrawals, deposits, and loan payments.

This role emphasizes managing a portfolio of clients, focusing on retention and relationship growth. The Senior Personal Banker acts as a liaison to facilitate support from specialists in lending, investments, trust services, and treasury management. This self-motivated individual is a problem solver who can operate independently and supervise operations as needed, providing comprehensive sales and service coverage for the branch.

Key Responsibilities:

Sales:

  • Achieve sales referrals and cross-selling targets by understanding the features and benefits of all products and services to meet customer needs.
  • Promote banking products and resolve customer inquiries regarding accounts and services.
  • Actively refer customers for commercial products or services to branch or market managers.
  • Surpass customer expectations through proactive engagement and dedication to relationship building.
  • Support the Bank's Corporate Sales Program by assessing customer needs, developing new relationships, and expanding existing ones while managing a book of business.

Service:

  • Identify opportunities with customers through effective lobby management.
  • Assist customers with digital banking technologies and refer them to other business lines as necessary.
  • Maintain cost efficiency to meet branch goals while ensuring quality customer service and adherence to sales standards.
  • Responsible for delivering both sales and service excellence.
  • Execute strategies for a positive customer service experience.

Operations:

  • Ensure operational integrity and compliance with Bank policies and regulations.
  • Utilize lobby management to control and mitigate risks effectively.
  • Verify customer identities according to guidelines and adhere to compliance procedures.
  • Assist branch management with operational tasks as needed.
  • Oversee branch operations in the absence of management.
  • Support Personal Bankers with complex customer inquiries and provide supervisory overrides when necessary.
  • Conduct transactions including check cashing, withdrawals, deposits, and loan payments.
  • Prepare necessary reports for transactions as required.
  • Participate in training other branch staff.
  • Provide support to the contact center during peak call volumes.
  • Address customer inquiries via telephone.
  • Facilitate access to safe deposit boxes.

Minimum Qualifications:

  • High school diploma or GED.
  • At least 6 months of experience in a customer-facing sales/service role.
  • Strong interpersonal skills, including effective communication.
  • Flexibility to work according to business needs.
  • Demonstrated professionalism in interactions with customers and colleagues.
  • Proficient analytical and mathematical skills.
  • Ability to manage escalated issues and provide solutions.
  • Knowledge of safety and security practices.
  • Proven relationship-building capabilities.
  • Strong customer advocacy and service skills.
  • Excellent organizational and time management abilities.
  • Proficient in computer skills, including Microsoft Office.
  • Must register as a mortgage loan originator with the NMLS before processing mortgage applications.

Preferred Qualifications:

  • 2 years of experience in a retail sales/service environment.
  • Background in retail banking.
  • Supervisory experience.
  • Life and Health Licenses to support investment services.

Working Conditions:

The role is primarily conducted in a retail banking environment. Flexibility to work overtime and travel to various locations is required.

Physical requirements include lifting 5 to 25 lbs. (coins), prolonged sitting or standing, and occasional bending.

The work environment is generally moderate in noise levels and may involve travel to customer locations.

Note: This job description is not exhaustive. Employees may be required to perform additional duties as assigned by management. Job descriptions may be updated as necessary.

At Provident Bank, we value diversity and are committed to creating an inclusive workforce. We recognize the importance of diverse perspectives and strive to place employees and customers at the forefront of our strategy.

We are an equal opportunity employer, and all qualified applicants will be considered for employment without regard to any protected status.