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Job description
Salary Range $17.50 - $23.50 Hourly
nLevel Entry
nPosition Type Full Time
nCategory Customer Service
nJob Description
nTitle: Personal Banker I
nFLSA Status: Non-exempt Employment Status: Full Time
nDepartment: Branch Location: Float; Primary Branches Pepperell, Ayer, Hudson.
nReports To: Personal Banker II, Branch Supervisor/ Assistant Branch Manager
nDate Prepared: November 10th, 2023 Human Resources Review: November 10th, 2023
nSUMMARY:
nWithin the Retail Branch team at Main Street Bank, our Personal Bankers at Main Street Bank excel in nurturing customer relationships and recommending products and services. Leveraging their product knowledge in every interaction, they identify customer needs and offer tailored financial solutions, ensuring a hassle-free banking experience. Under the direct supervision of the Assistant Manager/Branch Manager or Branch Administrator. The Personal Banker I manages a wide spectrum of customer service transactions, including teller line operations, and play a crucial role in guiding customers to the appropriate departments for non-deposit transactions. Moreover, the Personal Banker I may extend their support to branch and retail initiatives that have an impact on both the department and the entire bank. In keeping with our established sales and service culture, this role actively contributes to the attainment of the bank's goals.
nESSENTIAL DUTIES and RESPONSIBILITIES:
nThe requirements listed are representative of the knowledge, skill, and/or ability required.
nIn the performance of respective tasks and duties, the employee is expected to successfully perform quality work within deadlines with or without supervision, interact professionally with other employees, customers and suppliers; work effectively as a team contributor on all assignments and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
nHow you will spend your time:
nnnAsking personalized questions to convert transactions, account maintenance and other routine service requests into cross-sell conversations that deepen client relationships while meeting the customers needs.
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nnManages the opening of various deposit accounts, ensuring the necessary documentation is complete and properly filed.
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nnDemonstrates a proactive approach to cross-selling bank products, making tailored recommendations to meet customer needs. Addresses basic inquiries and redirects complex issues to the appropriate channels.
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nnSkillfully manages phone inquiries related to account activity and balances.
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nnMaintains and organizes the teller workstation, ensuring an adequate supply of cash, forms, and other essentials for daily operations.
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nnExecutes a diverse array of customer transactions, including deposits, withdrawals, cash disbursements, loan and mortgage payments, check processing, money order issuance, and account transfers.
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nnDelivers a wide range of customer services, such as handling change of address requests, re-pinning debit cards, adding notes to customer accounts, and assisting with Certificate of Deposit renewals.
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nnUpholds meticulous record-keeping practices and conducts accurate end-of-shift balancing procedures, promptly reporting any discrepancies to supervisors.
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nnCultivates an in-depth understanding of bank policies, products, and services and continuously updates this knowledge through participation in seminars and courses.
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nnAdheres to established bank security procedures concerning cash levels, check cashing, and transaction processing.
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nnAdapts to various roles, including operating a Customer Service desk, lobby window, or drive-up services, as needed.
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nnMaintains a well-organized work area, ensuring efficiency and cleanliness.
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nnConsistently successful random monthly cash drawer audits and alarm testing in line with the Branch Manager's monthly report.
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nnProfessionally and promptly handles customer problems and complaints, coordinating appropriate follow-up actions.
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nnDirects consumer loan requests to the relevant branch personnel, while maintaining a basic knowledge of the bank's consumer loan products.
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nnUpholds a record of regular and consistent attendance to sustain high standards of customer service. Occasionally participates in before/after hours and weekend community events.
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nnEnsures compliance with Bank Secrecy Act regulations and internal/operational risk controls, attending mandatory training sessions and completing required online courses.
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nnExemplifies adherence to all company policies and serves as a role model in policy compliance.
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nnOccasionally travels locally for bank-related purposes, including staff meetings, training, business calls, networking, and community/marketing events.
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nnPeriodically participates in community events outside regular business hours, as needed.
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nnRegular and consistent attendance is required in order to continue the high standard of customer service as well as occasionally participating in before/after hours and/or weekend community events.
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nnIn 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 any and all applicable regulatory standards, requirements and policies as well as attending all required training sessions and completing all required on-line training courses.
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nnThe employee is expected to adhere to all company policies and act as a role model in the adherence to policies.
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nnOther duties as assigned, performing similar or related work as directed, required, or as situation dictates.
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n nSALES:
nnnShares responsibility for achieving branch goals.
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nnParticipates in Branch activities that generate new business such as promoting branch sales culture and special promotional events.
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nnOccasionally represents the financial institution in before/after hours and/or weekend networking and community service events.
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n nSERVICE:
nnnConsistently 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.
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nnMaintains a solid knowledge of Bank’s deposit and loan products as well as additional services offered.
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nnProvides counsel to existing and potential customers regarding product and/or service selection.
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nnEvaluates customer problems and complaints and resolves them to ensure customer satisfaction.
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nnAssists customers with teller line transactions and as well as account opening and maintenance.
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n nLEVEL OF RESPONSIBILITY:
nnnInteracts independently with members of the community to conduct banking needs; complete transactions and resolves customer issues as needed.
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nnWork is non-routine and relies on prior directly related experience and specific bank policies, and sales programs.
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nnWork is supervised.
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n nEQUIPMENT REQUIRED:
nnSmart Phone - To enable the MFA (Multi Factor Authentication) facilitating access to MSB systems .
n nSKILLS REQUIRED:
nnnHigh School diploma or equivalent, banking courses and/or related work experience
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nnExperience in a financial institution - retail banking preferred
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nnBasic product knowledge
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nnProficient in Microsoft Office Suite products
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nnMeans and mode to travel to any of Main Street Bank’s locations as needed on an occasional basis.
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nnSolid understanding and application of administration activities and ability to operate standard office equipment
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n nCOMPETENCIES:
nnnCoachable and demonstrable ability to take and implement feedback
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nnContinuous desire to learn and improve
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nnExcellent Communication Skills (written and verbal)
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nnAccurate attention to detail
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nnSelf-Monitoring
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nnProfessionalism
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nnAdaptability
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nnResponsiveness
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nnIndependent
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nnTeam orientated
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nnConfidentiality & Discretion
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nnOrganizational Skills
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nnSound Judgement
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nnProficient Prioritization skills
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nnResourceful
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nnRelationship Builder - Develops and maintains relationships with officers, employees and external contacts and maintains alignment with core values, vision, strategy and goals.
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nnComputer Technology Savvy - Utilize technology/systems to improve work processes and use a range of technology to solve problems
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n nLANGUAGE/COGNITIVE SKILLS:
nThe work skills described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
nThe 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:
nnnSpeak and effectively present/communicate information and respond to questions from customers, groups of managers, vendors and other employees.
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nnDefine problems, collect data, establish facts and draw valid conclusions.
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nnRead, analyze and interpret a variety documents such as checks, bank statements and Loan documents.
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n nWORKING CONDITIONS AND PHYSICAL EFFORT:
nThe 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.
nWhile performing the duties of this job, the employee is required to:
nPhysical Demands/Efforts
nnnOccasionally lift and/or move up to 25 pounds, (i.e. cash drawer, coin)
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nnFrequently required to remain in a stationary position, 50% of the time
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nnOccasionally required to stoop and bend
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n nMental & Visual Demands
nnnConsistently operate a computer for extended periods of time
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nnSpecific vision abilities may be required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus
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nnRegular use of office productivity machinery (i.e. a calculator, copy machine, fax machine, computer printer).
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n nWork Environment and Hazards
nnnRegularly move throughout the inside the Bank to access resources and individuals
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nnOccasional local travel for bank purposes and/or on behalf of the bank (i.e. coverage, training, networking, community events).
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nnThe employee must be able to work schedules that meet the needs of the bank, which may include early morning, evening and/or weekend hours.
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nnIt is a general office environment where the noise level is moderate
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n nAMERICANS WITH DISABILITIES ACT
nMain 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.
nApplicant Notice
nThe 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.
nMassachusetts 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.
nMassachusetts 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.
nMain Street Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.
Worksite address
marlborough, MA, 01752, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.