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Personal Banking Specialist II

2 months ago

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


Our commitment is to earn the trust of our customers daily by excelling in our services.

FRANKLIN SAVINGS BANK

Position Overview

Personal Banker II

Classification

Non-Exempt

Service Standards

All personnel at Franklin Savings Bank are expected to conduct themselves in alignment with FSB's Pledge of Excellence. This pledge outlines the standards of behavior that should be consistently exhibited towards customers and colleagues, including Accuracy, Quality Service, Professionalism, Confidentiality, Teamwork, Respect, Timeliness, Innovation, Communication, and Enjoying the Journey. All employees are required to be well-versed in these standards and recognize their significance in daily operations.

Objective

In accordance with the bank's Mission and Vision, this role aims to proactively cultivate new business opportunities and enhance existing customer relationships. The individual will evaluate and address customers' banking requirements, gather and process customer/account information and transactions, and promote bank deposit and loan products and services. The Personal Banker will also refer customers to the appropriate divisions of the bank or its affiliate, Independence Financial Advisors (IFA). Responsibilities may encompass consumer loan origination and closing, account creation, safe deposit transactions, and branch operational procedures. Employees are encouraged to pursue their own professional growth and the ongoing enhancement of their skills and knowledge. Continuous training and coaching will be provided by the manager.

This position reports directly to the Branch Manager.

Key Responsibilities
  • Represent the bank in a courteous, friendly, confidential, knowledgeable, and professional manner to ensure exceptional customer experiences.
  • Provide prompt, efficient, and accurate service in processing all transactions and service requests, whether in person or via phone.
  • Complete required compliance, regulatory, and internal training satisfactorily.
  • Open new deposit accounts in accordance with compliance policies. Accept consumer loan applications and facilitate document signing and loan closings. Manage access to safe deposit boxes, update existing accounts, and perform other deposit services such as direct deposits, wire transfers, and stop payments.
  • Utilize effective sales techniques, including identifying customer needs through questioning and benefit statements to ensure a valued customer experience.
  • As a participant in the Retail Banking RoadMap Incentive Plan, meet individual performance expectations contributing to branch and department goals.
  • Achieve or surpass individual sales and referral targets while delivering outstanding customer service in all interactions.
  • Adhere to disclosure requirements and comply with state and federal regulations, including consumer privacy policies, CIP, and Funds Availability.
  • Maintain a general understanding of services offered through IFA to identify referral opportunities for investment and insurance.
  • Foster a positive customer experience in the branch to build loyalty and strengthen relationships.
  • Comply with all operational controls, including legal, corporate, and regulatory policies to ensure customer and bank asset security.
  • Enhance consumer and business customer relationships by effectively recommending bank products and services that meet their financial needs.
  • Address account service issues and respond to customer inquiries promptly and effectively.
  • Manage cash transactions, ensuring cash drawer limits are adhered to and the drawer is secured when unattended.
  • Balance cash drawer daily, following established guidelines and retail performance standards.
  • 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.
  • Promote teamwork across all areas.
  • May provide limited supervisory guidance, including system overrides and branch opening/closing procedures.
  • Assist with daily branch operations, including vault balancing, ATM maintenance, and cash advance terminals.
  • Follow all safety, security, and soundness policies.
  • Properly identify customers to protect both the customer and the bank from potential losses.
  • Determine appropriate funds availability based on regulatory requirements and issue hold notices as necessary.
  • Process customer transactions, including:
    • Deposits and withdrawals.
    • Loan payments.
    • Counting and rolling loose coins.
    • Issuing bank checks and money orders.
    • Cashing checks.
    • Processing credit card cash advances.
    • Handling night and mail deposits.
*Note: The duties outlined are representative and not exhaustive of all possible assignments to this position. Additional responsibilities may be assigned as needed.

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

Moderate physical effort is required, with occasional demanding tasks that require dexterity, visual attention, and application for operating front-line computer terminals, drive-up windows, personal computers, and various office equipment.

Physical effort and lifting are necessary for handling materials and supplies, including transporting coin and currency to and from the vault.

Employees may be seated or standing for extended periods, with regular movement expected.

The work environment is well-lit and ventilated.

*All applicants, including external and internal candidates, must be able to perform essential functions (as listed) either unaided or with reasonable accommodations as determined by management on a case-by-case basis.

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

Franklin Savings Bank reserves the right to modify job duties as business requirements dictate. Employees are expected to act in the best interests of the bank, even if this requires responsibilities not explicitly listed in the job description.

Job descriptions do not create employment contracts. The bank maintains its status as an at-will employer.

Equal Opportunity Employer/Veterans/Disabled