Personal Banking Specialist II

1 week 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 bank's Pledge of Excellence, which outlines the standards of conduct necessary for delivering exceptional service to both customers and colleagues. These standards include Accuracy, Quality Service, Professionalism, Confidentiality, Teamwork, Respect, Timeliness, Innovation, Communication, and Enjoying the Journey. Employees are required to be familiar with these standards and understand their significance in daily operations.

Objective

The primary aim of this role is to foster new business opportunities and enhance existing customer relationships in alignment with the bank's Mission and Vision. The Personal Banker will evaluate and address customers' banking requirements, manage customer/account information and transactions, and promote bank deposit and loan offerings. Additionally, this role involves referring customers to relevant departments within the bank or its affiliate, Independence Financial Advisors (IFA). Responsibilities may encompass consumer loan origination and closing, account setup, safe deposit transactions, and branch operational procedures. Continuous professional development is encouraged through training and coaching provided by management.

This position reports directly to the Branch Manager.

Key Responsibilities
  • Represent the bank in a courteous, friendly, and professional manner to ensure exceptional customer experiences.
  • Provide prompt and accurate service for all transactions and inquiries, whether in-person or via phone.
  • Complete all required compliance and regulatory training.
  • Open new deposit accounts in accordance with compliance policies, process consumer loan applications, and facilitate document signing and loan closings.
  • Utilize effective sales techniques to explore customer needs and enhance their banking experience.
  • Meet individual performance expectations as part of the Retail Banking RoadMap Incentive Plan, contributing to branch and departmental objectives.
  • Achieve or surpass personal sales and referral goals while delivering outstanding customer service.
  • Adhere to disclosure requirements and regulatory standards, including consumer privacy policies.
  • Maintain awareness of services offered through IFA to identify referral opportunities.
  • Promote a positive customer experience to build loyalty and strengthen relationships.
  • Follow operational controls and regulatory policies to ensure the safety of customers and bank assets.
  • Deepen customer relationships by recommending suitable bank products and services.
  • Address account service issues and respond to customer inquiries effectively.
  • Manage cash transactions, ensuring compliance with cash drawer limits and security protocols.
  • Balance cash drawer daily and adhere to performance guidelines.
  • Update customer relationship management systems with relevant information.
  • Ensure the security of all non-public personal information (NPPI).
  • Maintain knowledge of bank products and services and demonstrate proficiency in electronic delivery solutions.
  • Foster teamwork in all operational areas.
  • Provide limited supervisory guidance as needed.
  • Assist with daily branch operations, including cash management and equipment maintenance.
  • Follow safety and security policies diligently.
  • Verify customer identities to protect against loss.
  • Determine funds availability in accordance with regulatory requirements.
  • Process customer transactions, including deposits, withdrawals, loan payments, and more.
Qualifications
  • High School Diploma or equivalent is required.
  • A minimum of one year of retail banking or sales experience with knowledge of banking regulations is preferred.
  • Strong interpersonal and communication skills, both verbal and written.
  • Comprehensive understanding of bank products and services.
  • Ability to exhibit tact and diplomacy.
  • Good organizational abilities.
  • Valid driver's license is required due to potential travel needs.
  • A pre-employment evaluation may be necessary.
Work Environment

Moderate physical effort is required, with occasional demands for dexterity and visual attention for operating various office equipment. Lifting and handling materials, including currency, is part of the role. Employees may be seated or standing for extended periods, with regular movement expected. The work environment is well-lit and ventilated.

All employees are expected to act in the best interests of Franklin Savings Bank, even if it involves responsibilities not explicitly listed in this job description. Job descriptions are not intended to create employment contracts, and the bank maintains its status as an at-will employer.

Equal Opportunity Employer/Veterans/Disabled



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