ImpactThe Senior Ponce Banker sustains proficient knowledge of all Banks products and services. Responsible for providing first-class customer service experience at each customer touch point while enhancing the Bank’s bottom line and reputation. Creates engagement and contributes to the success of the Branch and ultimately the Bank. The Senior Ponce Banker will exhibit leadership behaviors including but not limited to coaching Ponce Banker, Customer Sales Representatives and Tellers.

ResponsibilitiesResponsible for providing exceptional customer service to our customers, partners and prospects. Tailors solutions and offers recommendations to fulfill customer needs. Responsible for processing all paying and receiving transactions, and perform cash vault activities, including in assisting in Branch operations in an accurate and timely manner. Understands and complies with internal policies and procedures and all required regulatory procedures. Assists the Banking Operations Manager and supports the branch and banks business development plan and growth goals.

Essential Functions

1. Proactively engages with customers as they walk into the branch and provide one stop in service experience.

2. Delivers exceptional customer services by identifying customer needs, tailor solutions and offer appropriate bank products and recommendations. 

3. Builds relationships with existing and potential clients to deliver tailored solutions based on the client’s needs. Sustains the ability to communicate the solution to our clients clearly. Utilizes marketing techinques to identify oppurtunities and offer Ponce products and services that best benefit the customer.

4. Responds to customer inquiries, (in person, by phone, mail or email) and takes ownership while acting as the bank’s liaison between other departments and bank personnel. Understands customer needs, follows up, and assures customer satisfaction.

5. Assists customers in obtaining specialized services from other Bank departments as necessary and provides assistance to customers with specific inquires and/or service problems. Processes and resolves complex customer transactions.

6. Mantains proficient knowledge of all Banks products and services.

7. On boards customers and opens new accounts, completing all related documentation and adhering to our policy and regulatory requirements.

8. Completes monetary and negotiable instrument transactions using traditional and alternative channels such as smart ATM’s, TCRs or traditional teller stations.

9. Processes wire transfers and other electronic services, promotes and establishes alternative self-service options for our customers in order to enhance customer experiences.

10. Coordinates periodic customer calls and follow up meetings to provide value-added services.

11. Coordinates with other departments, cultivating partnerships, in order to obtain and provide appropriate referrals.

12. Conducts sales activities (calls, visits, community events), reaching out to prospects and customers within the community in order to drive business to the branch.

13. Provides assistance to the Branch Operations Manager; completing various reports as assigned, ensures branch operations are conducted smoothly and efficiently, monitors staff in daily tasks, operations, and quality control. Mmay perform branch management duties in the manager’s absence.

14. Responsible for all Branch Cash Management activities ensuring branch cash operational efficiency. Ensuring adequate supply and compliance with established branch cash limits and cash management policies. Such activities include; monitoring physical and automated teller cash levels, identifying teller discrepancies, daily settlements, balances cash draws and main vaults. Ensures CTR’s as prepared daily.

15. Responsible for opening and closing branch vaults and hadle incoming and outgoing shipments.

16. Provides leadership, training, and guidance to Bank Tellers; PB I and plays a positive role in staff development and growth.

17. Completes all assigned training in a timely manner.

18. Complies with all internal policies and regulatory requirements (Bank Secrecy Act, etc.,).

Ancillary Functions

1. Assures adherence to Bank policies and procedures and federal and state regulatory requirements.

2. Provides cross-functional support to other areas of the department and the Bank where service or assistance is needed.

3. Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Mandatory Training Curriculum

Training is required of all Bank staff as related to regulatory mandated compliance topics and courses required for specific job functions. Career enhancement training courses are also available. Please refer to course catalog and management for details.

Competencies (refer to Competencies Library)

Skills

• Clearly communicates in English and Spanish • Proficient reading, writing, grammar, and mathematics skills• Proficient interpersonal relations and communicative skills• General knowledge of retail banking procedures and regulations• Proficient in Bank’s products and services• Leadership and sales coaching skills• Moderate PC skills, including working knowledge of Microsoft Office software• Self-motivated with a demonstrated aptitude and desires for sales.• Comfortable with technology: Smartphone, Online Banking, Remote Desktop Capture, ATM, etc.

Physical Demands/Working Conditions• Ability to travel to multiple branch locations if needed.• Typical office environment. Ability to lift and carry 25 pounds.• May require working in a standing position for a continuous period of time.• Available to work Monday to Sunday based on business needs.