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Personal Banking Specialist II

2 months ago

Franklin, New Hampshire, United States Franklin Savings Bank Full time


At Franklin Savings Bank, we strive to exceed our customers' expectations every day.

Position Overview

Personal Banker II

Classification

Non-Exempt

Service Standards

All personnel at Franklin Savings Bank are expected to uphold the standards outlined in our Pledge of Excellence. This pledge emphasizes the importance of conduct that reflects Accuracy, Quality Service, Professionalism, Confidentiality, Teamwork, Respect, Timeliness, Innovation, Communication, and Enjoying the Journey. Employees must be well-versed in these standards and demonstrate them consistently in their roles.

Role Purpose

The primary objective of this role is to proactively cultivate new business opportunities and enhance existing customer relationships. The Personal Banker will evaluate and address customers' banking requirements, manage customer and account information, and promote bank deposit and loan offerings. Additionally, this role involves making referrals to relevant areas within the bank or its affiliate, Independence Financial Advisors (IFA). Responsibilities may encompass consumer loan origination and closing, account establishment, safe deposit transactions, and branch operational procedures. Continuous personal development and skill enhancement are encouraged and supported through training and mentorship by management.

This position reports directly to the Branch Manager.

Key Responsibilities
  • Represent the bank with courtesy, professionalism, and confidentiality to ensure exceptional customer experiences.
  • Provide prompt, efficient, and accurate service for all transactions and requests, whether in-person or via phone.
  • Complete necessary compliance, regulatory, and internal training satisfactorily.
  • Open new deposit accounts in accordance with compliance policies. Process consumer loan applications and facilitate document signing and loan closings. Manage access to safe deposit boxes, update existing accounts, and execute other deposit services such as direct deposits and wire transfers.
  • Utilize effective sales techniques to explore customer needs and ensure a valued experience.
  • Participate in the Retail Banking RoadMap Incentive Plan, meeting individual performance expectations that contribute to branch and departmental objectives.
  • Achieve or surpass individual sales and referral goals while delivering outstanding customer service.
  • Adhere to disclosure requirements and state and federal regulations, including consumer privacy policies.
  • Maintain a general understanding of services offered through IFA to identify referral opportunities.
  • Promote a positive customer experience within the branch to foster loyalty and strengthen relationships.
  • Comply with operational controls, legal, corporate, and regulatory policies to safeguard customer and bank assets.
  • Enhance consumer and business customer relationships by recommending suitable bank products and services.
  • Address account service issues and respond to customer inquiries effectively.
  • Manage cash transactions responsibly, ensuring adherence to cash drawer limits and security protocols.
  • Balance cash drawer daily, following established guidelines.
  • Update customer relationship management systems with relevant information.
  • Ensure the security of all non-public personal information (NPPI).
  • Maintain proficiency in the bank's products and services and demonstrate effective use of electronic delivery solutions.
  • Encourage teamwork across all areas.
  • May provide limited supervisory support, including system overrides and branch opening/closing procedures.
  • Assist with daily branch operations, including vault balancing and maintenance of cash handling equipment.
  • Adhere to safety, security, and soundness policies.
  • Properly identify customers to mitigate risk for both the customer and the bank.
  • Determine funds availability in compliance with regulatory requirements and issue hold notices as necessary.
  • Process customer transactions, including deposits, withdrawals, loan payments, and more.
*Note: The responsibilities listed are representative and not exhaustive. Additional duties may be assigned as needed.

Qualifications
  • High School Diploma or equivalent is required.
  • At least one year of prior retail banking or retail sales experience with a solid understanding of banking regulations and products is preferred.
  • Strong interpersonal skills with effective verbal and written communication abilities.
  • Thorough knowledge of bank products and services.
  • Exhibit tact and diplomacy in all interactions.
  • Good organizational skills are essential.
  • A valid driver's license is required, as travel may be necessary.
  • A pre-employment evaluation may be required.
Work Environment

This role involves moderate physical effort and may require dexterity and visual attention for operating front-line computer terminals and other office equipment. Lifting and handling materials, including cash and coin, is part of the job. Employees may be seated or standing for extended periods with regular movement.

Franklin Savings Bank is committed to providing reasonable accommodations for individuals with disabilities as defined under the Americans with Disabilities Act.

This job description provides an overview of the essential functions of the position. It is not a complete listing of all required duties, and specific responsibilities may evolve over time to meet the bank's needs.

Franklin Savings Bank reserves the right to modify job duties as business requirements change. Employees are expected to act in the best interests of the bank at all times.

Equal Opportunity Employer/Veterans/Disabled