Personal Banker IV

BASIC FUNCTION: Personal Bankers are universal bankers who assist with all needs of retail customers. Personal Bankers are expected to provide an extraordinary customer experience through a relationship driven, consultative sales approach. Personal Banker IVs are expected to have extensive knowledge of federal regulations, bank policy, business, representative payee, and trust procedures. Assist Bank Managers with other duties as assigned.

EXPECTATIONS:

• Represent MMB in a courteous and professional manner, provide an extraordinary customer experience through a relationship driven, consultative sales approach.
• Knowledge of MMBs products and services and ability to recommend and educate customers on solutions that that fit their need.
• Focus on and meet individual and team goals, including training, sales, and customer relationship initiatives.
• Comply with all Bank policies/procedures and all applicable federal and state laws and regulations.

ESSENTIAL DUTIES:

• Perform relationship, sales, product, educating, service initiating tasks such as:
  • Deposit account opening
  • Online Banking / Mobile Banking setup & training
  • Cash Management setup & training
  • Production of Debit Cards and ordering customer checks
  • Credit Card processing
  • Safe Deposit Boxes
  • Referrals for loans, insurance, trust, and merchant services
  • Ensuring document imaging is accurate and up-to-date
• Assist Customers with transaction based requests, such as:
  • Receives checking saving deposits: verify cash and endorsements, receive proper identification for cash back and issue receipts of deposit
  • Examine checks deposited and determine proper funds availability based on regulation requirements and complete Hold Notices
  • Process savings withdrawals
  • Cash checks: verify endorsement, receive proper identification, and ensure validity
  • Issue cashiers checks: verify identity, ensure funds are collected, and check OFAC
  • Process wire transfer requests: verify identity, ensure funds are collected and follow outline procedures and policies
  • Identify counterfeit currency and report to Secret Service
  • Accept loan payments: verify payment amount and issue receipts
  • Redeem U.S. Savings bonds
  • Maintain appropriate Currency Transaction Reports
  • Balance and maintain cash drawer, buy and sell currency from the vault as necessary, ensuring drawer cash limits are not exceeded
  • Process safe deposit box payments
• Assist customers with routine account-related requests/inquiries such as:
  • Funds (automatic and manual) transfers
  • Stop payments
  • Inquiries about bank deposit products and service charges
  • Inquiries about ATM and Debit Card usage and limits
  • Inquiries about checking and savings account transactions
  • Inquiries about funds availability and account balances
  • Inquiries and troubleshooting for Online Banking, and Mobile Banking Services
  • Inquiries about business services such as Cash Management, Positive Pay, Remote Deposit Capture, and Merchant Card Services
  • Inquiries about advanced account needs such as trust ownership and representative payee
  • Research and resolve customer problems, acting as the customer liaison between other bank departments when necessary
  • Research customer questions regarding electronic funds transfers and initiate Reg E disputes when appropriate, including the completion of all necessary documents and affidavits
• Assist other employees with requests/inquiries
  • Assist in training new hires with day to day activities and responsibilities
  • Find offages in teller drawers
  • Review items presented for deposit or cash to offer a second opinion
  • Step in to de-escalate situations between other personal bankers and customers by educating both parties
  • Answer questions from tellers and other personal bankers when they need assistance
• Assist manager with special duties as assigned
  • Daily and monthly reports
  • Charge off deposit accounts
  • Assist with communicating goals and objectives to other employees
  • Assist in identifying training needs and opportunities
  • Other duties as assigned
• Comply with security procedures established to ensure safety for employees and customers, to safeguard cash supplies, to protect the privacy of customer account information, as well as, follow fraud prevention guidelines established to protect the Bank from unnecessary losses

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Maintain friendliness and professionalism through the proper use of tact & diplomacy when dealing with customers at all times
• Display a positive attitude and enjoy working with the public
• Strong verbal and written communication skills
• Strong mathematical skills along with accuracy
• Detail oriented
• Great sense of organization, priority and time management delegate when appropriate
• Strong ability to work well under pressure and in a fast paced environment
• Strong critical thinking skills
• Judgment that is solid and well thought out
• Strong research & problem solving skills
• Ability to be flexible and multi-task
• Strong knowledge of bank deposit products/services & regulations
• Strong technology skills and knowledge

EXPERIENCE AND EDUCATION:

• Required ABA/MMB courses and certifications
• At least 5 years of experience in the branch or comparable experience at other financial institution(s)