Personal Banker II - 9/11/2020
Job Details
Undisclosed
Ayer Branch - Ayer, MA
Full Time
Undisclosed
Undisclosed
Undisclosed
Undisclosed
Banking
Job Description

Title: Personal Banker II                                       

Employment Status: Full Time

Department: Ayer Branch                                               

Location: Ayer, MA

Reports To: Assistant Branch Manager / Manager 

SUMMARY: As a member of the Retail Branch team, and reporting directly to the Assistant Manager /Branch Manager, the

Personal Banker II is Main Street Bank’s experienced level Personal Banker. This position requires more advanced skills and knowledge to perform a variety of duties to ensure the ongoing effective operation of the assigned branch. The Personal Banker II is responsible for handling all types of customer service transactions, including teller line transactions and those transactions considered to be more complex in nature. The Personal Banker II assists the Assistant Manager/Branch Manager in ensuring that the teller line staffing, operations, sales and service function at the highest possible levels and may delegate responsibilities and work assignments as required. This position may exercise administrative control over the functions of the teller line to ensure its ongoing effective operation in conformance with established Bank policies and procedures. Responsibilities may include overseeing daily teller activities, conducting teller transactions, cross selling bank products and services, building customer relationships,

and performing account opening and customer service transactions. The Personal Banker II is also responsible for directing customers to other departments when conducting non deposit transactions. The Personal Banker II may assist with branch/retail projects that affect the department and the bank. This position is also expected to embrace the established sales and service culture to maximize their contribution to the Bank’s goals.

ESSENTIAL DUTIES and RESPONSIBILITIES:

Statements included in this description are intended to reflect in general the duties and responsibilities of this classification and are not to be interpreted as being all inclusive, other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.     

GENERAL:  

  •  May oversee the daily teller line operations while ensuring that all policies and procedures put forth by the Bank and all governing agencies are adhered to by teller line employees.
  • May manage overall teller line operations, including but not limited to the processing of transactions, opening night bags, balancing the branch, vault and ATMs.
  • May provide daily supervision, consistent coaching and feedback to the Personal Banker I and teller staff, ensuring that customers receive exemplary service, their needs are determined, and appropriate products and services are recommended.
  • May meet with Assistant Manager/Branch Manager on a regular basis to discuss staffing and developmental needs, individual and team accomplishments as well as challenges.
  • Helps to attain internal performance objectives for branch business volume, deposits, loans, customer relationship expansion and quality audit reports, sharing responsibility for achieving goals.  
  • May provide training and guidance to others in the department on new and existing processes.
  • Creates an inclusive work environment that encourages and may reward performance while recognizing individual needs and skills.
  • Develops and maintains relationships with other department and organizational leaders and maintains operational alignment with core values, vision, strategy and goals.
  • Provides and maintains a professional business-like atmosphere within the branch creating a positive working team concept for staff.
  • May perform random monthly cash drawer audits and alarm testing in accordance with the Branch Manager monthly report.
  • May maintain and order main vault cash and oversee teller cash levels, ensuring compliance with branch cash limits. 
  • May prepare monthly teller staff schedules
  • May prepare reports for management as required.
  • Responds to existing and potential customers by ensuring that all inquiries are met in a professional, efficient manner.
  • Understands and adheres to the guidelines of our Security Program.
  • Maintains a complete knowledge of branch policies and procedures including the process of approving checks, general ledger tickets and providing system overrides.
  • Opens and closes the branch.
  • Handles customer problems and complaints in a professional and timely manner and coordinates appropriate follow-up.
  • Maintains a thorough knowledge of the Bank’s consumer loan products with the ability to process payments and refer inquiries to qualified personnel when necessary.
  • May conduct, in conjunction with the ABM and BM, weekly staff meetings to discuss operations, sales and service matters.
  • Provides and maintains a professional business-like atmosphere within the branch creating a positive working team concept for staff.
  • May provide input towards performance evaluations.
  • Creates an inclusive work environment that encourages and rewards performance while recognizing individual needs and skills
  • Regular and consistent attendance is required to continue the high standard of customer service as well as occasionally participating in before/after hours and/or weekend community events.
  • The employee is expected to adhere to all company policies and act as a role model in the adherence to policies
  • Answers more complex customer questions in person, via telephone or mail and provides information on bank products and services.
  • Cross sells bank products, recommending appropriate products and services to fill customer needs
  • Analyzes basic customer inquiries and complaints and refers problem situations to the appropriate officials as necessary.
  • Continually updates knowledge of bank products through seminars and courses.
  • Handles all customer transactions including the more complex, applicable to the position including but not limited to CSR transactions and teller transactions. 
  • Maintains and balances at the end of the day.
  • Operates within defined bank security procedures as to cash levels, check cashing and processing of transactions.
  • Works a Customer Service desk, a lobby window or the drive-up as assigned.
  • Maintains work area for efficient services and cleanliness
  • Opens all types of deposit accounts, including retirement products and safe deposit boxes, determining needed documentation; follows up to ensure that it is received and properly filed.
  • Handles customer problems and complaints in a professional and timely manner and coordinates appropriate follow-up.
  • Occasionally travel locally for bank purposes and/or on behalf of the bank (i.e. Training, business calls, networking, community/marketing events).
  • In the performance of respective tasks and duties, the employee is expected to maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and adheres to compliance procedures and internal/operational risk controls in accordance with all applicable regulatory standards, requirements and policies as well as attending all required training sessions and completing all required on-line training courses.
  • Other duties as assigned 

SALES:  

  • Shares responsibility for achieving branch goals.
  • Participates in Branch activities that generate new business such as promoting branch sales culture and special promotional events.
  • Partners with and provides referrals to other areas of the Bank, such as Commercial and Mortgage Lending, to help fully develop banking relationships.
  • Occasionally represents the financial institution in before/after hours and/or weekend networking and community service events.

SERVICE:

  • Consistently exceeds customer service expectations by offering excellent service, including greeting customers, smiling, using their name and building rapport with customers designed to generate customer loyalty.
  • Maintains a solid knowledge of Bank’s deposit and loan products as well as additional services offered.
  • Provides counsel to existing and potential customers regarding product and/or service selection.
  • Evaluates customer problems and complaints and resolves them to ensure customer satisfaction.
  • Assists customers with account opening and maintenance

SUPERVISORY RESPONSIBILITIES:  May oversee Personal Banker I, Tellers

LEVEL OF RESPONSIBILITY:

  • Interacts independently with branch staff and members of the community to conduct banking needs; resolves customer issues as needed. 
  • Work is routine and relies on prior directly related experience and specific bank policies, and sales programs.
  • Work is supervised, and role is relied upon to provide subject matter content within the organization.  

 SKILLS REQUIRED:

  • High School diploma or equivalent, banking courses and/or related work experience
  • Three plus years’ experience in a financial institution
  • Advanced product knowledge
  • Proficient in Microsoft Office Suite products and the Internet
  • Means and mode to travel to any of Main Street Bank’s locations as needed on an occasional basis. 
  • Solid understanding and application of administration activities with an understanding of office procedures and ability to operate standard office equipment.

COMPETENCIES: 

  • Analytical
  • Excellent Communication Skills
  • Self-Monitoring
  • Responsiveness
  • Accurate attention to detail
  • Sound Judgement
  • Independent
  • Confidentiality, Discretion
  • Excellent Organizational Skills
  • Proficient Prioritization skills
  • Good mathematical problem solving
  • Creative and Resourceful
  • Relationship Builder - Develops and maintains relationships with officers, employees and external contacts and maintains alignment with core values, vision, strategy and goals.
  • Computer Technology Savvy - Utilize technology/systems to improve work processes and use a range of technology to solve problems.

LANGUAGE/COGNITIVE SKILLS: 

  • The person in this position frequently communicates with customers, about banking products, their bank accounts & transactions and therefore must be able to exchange accurate information in these cases. They will need to, use judgment and discretion in decision making situations, interpret and follow all Bank policies and procedures, write/create reports and business correspondence, (Main Street Bank’s standard language is English). As well as the ability to:
  • Speak and effectively present/communicate information and respond to questions from customers, groups of managers, vendors and other employees.
  • Define problems, collect data, establish facts and draw valid conclusions.
  • Read, analyze and interpret a variety documents such as checks, bank statements and Loan documents and Bank policies and procedures.

WORKING CONDITIONS AND PHYSICAL EFFORT: 

The physical and work environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to:

Physical Demands/Efforts

  • Occasionally lift and/or move up to 25 pounds, (i.e. cash drawer, coin)
  • Frequently required to remain in a stationary position, 50% of the time  
  • Occasionally required to stoop and bend

 Mental & Visual Demands

  • Consistently operate a computer for extended periods of time
  • Specific vision abilities may be required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus
  • Regular use of office productivity machinery (i.e. a calculator, copy machine, fax machine, computer printer).

 Work Environment and Hazards

  • Regularly move throughout the inside the Bank to access resources and individuals
  • Occasional local travel for bank purposes and/or on behalf of the bank (i.e. coverage, training, networking, community events).
  • The employee must be able to work schedules that meet the needs of the bank, which may include early morning, evening and/or weekend hours.
  • It is a general office environment where the noise level is moderate

AMERICANS WITH DISABILITIES ACT

Main Street Bank complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment.

 

Applicant Notice

The completion of this Application for Employment does not assure a position with Main Street Bank and any offer of employment is conditioned on the satisfactory completion of a background and credit review as determined by the sole discretion of Main Street Bank. Neither this Application for Employment nor any document constitutes a contract of employment for a specific term and that any employment relationship that may be established will be 'at-will' and if hired, may be terminated at any time, for any reason, by the applicant or Main Street Bank.

Massachusetts Law - It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Massachusetts General Laws c. 151B prohibits employers from (1) terminating or refusing to hire individuals on the basis of genetic information; (2) requesting genetic information concerning employees, applicants, or their family members; (3) attempting to induce individuals to undergo genetic tests or otherwise disclose genetic information; (4) using genetic information in any way that affects the terms and conditions of an individual’s employment; or (5) seeking, receiving or maintaining genetic information for any non-medical purpose.

Main Street Bank is an Equal Opportunity Employer, we are committed to recruiting, hiring, training and promoting persons without regard to race, color, religion, national origin, citizenship, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, military service, genetic information, and gender identity.

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