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Personal Banker

Position Goals:
Execute on individual and team sales metrics for the banking center to achieve the strategic and tactical goals of the company. Serve as the primary point of contact in the banking center for sales and services requests. Exceed personal production goals and deliver a meaningful customer experience. Lead the team in new account acquisition activities in the banking center and participate in outbound calling activities in the community to increase market share. Prospect, generate, process and close consumer loans. Support the Banking Center Manager in Business Banking activities.
Direct Management Received:
Under the general management of the Banking Center Manager.
Direct Management Exercised:
Lead role within banking center retail staff.
Essential Duties and Responsibilities:
Provide high quality customer service on a wide variety of general banking matters.
Assess customer's financial position to identify additional relationship opportunities.
Approve checks for cashing; accept and process stop payment orders.
Assist customers in reconciliation of accounts, answer questions and resolve complaints.
Engage banking center team and business partners to assist customers with a variety of personal and business banking needs.
Drive banking center productivity and growth through the following responsibilities:
Develop and implement sales tactics to drive consumer deposit and loan growth.
Achieve all partner referral and appointment goals monthly.
Actively participate in teleconsulting activities including call blocks and call nights.
Participate and take ownership of the results of all marketing campaigns and promotions.
Fully capitalize on referrals from service associates and leads from business partners.
Utilize guided conversation in the client profiling tool to deepen client relationships and deliver the whole bank.
Convert service and problem resolution opportunities to sales opportunities to deepen client relationships and increase share of wallet.
Utilize kiosk to provide education and help customers enroll in electronic banking products and services during account opening.
Complete all new account onboarding calls and activities in a timely fashion.
Exceed all established individual and team sales goals.
Participate in outbound calling activities to increase market share. Outbound calling activities include but are not limited to First Direct presentations, HSA presentations, Business Banking Calls and additional partner calls.
Assist with sales and service leadership at the Banking Center.
Assist associates in the attainment of individual and team sales and service goals assigned to the Banking Center.
Fully engage in the sales management process including, but not limited to leading daily huddles, weekly sales meetings, touch bases and coaching sessions.
Utilize customer relationship management tool (CRM) and other sales tools to record, track and maintain sales records for the incentive plan.
Monitor and resolve deposit and loan exceptions in a timely fashion to ensure compliance and improve customer experience.
Train, coach, and guide staff with operational and sales skills.
Comply with information and physical security policies including consumer and business verification procedures.
Attend and/or complete applicable and required training sessions.
Understand and ensure compliance for regulations and reporting, including but not limited to: BSA, OFAC, CIP, EDD, etc.
Adhere to and participate in completing the branch daily security checklist including items such as assisting with operational aspects of the banking center; control opening and closing of the banking center, conduct audits, and banking center balancing.
Knowledge, Skills and Abilities:
In addition to the list below, it is understood that all positions with the company require individuals who possess a pleasant and friendly attitude, project sensitivity towards customers and fellow employees, and maintain a neat and clean professional appearance. Core competencies have been identified as relevant to every position within the company and include: Ethics and Integrity, Listening, Business Acumen, Customer Focus, Approachable and Savvy, Action Oriented, Managing Time & Priorities, Work/Life Balance, Composure & Patience, Drive for Results, Self Development & Knowledge, Dealing with Change, Decision Quality, and Informing.
Competencies
Scorecard Results
Support achievement of banking center scorecard metrics through the following:
Achieve 100% of monthly individual sales goals, including deposit and lending unit goals. Unit goals should be met by focusing on high quality, lasting household relationships.
New Household Cross-Sell ? Achieve a quarterly individual Cross-sell goal.
Net New ? Achieve a quarterly banking center Net New goal.
Controllable Profit Margin
Actively contribute to the banking center achieving 100% of the quarterly banking center CPM goal.
Actively contribute to the banking center achieving monthly Brokerage appointment and revenue goal.
Actively contribute to the banking center achieving the monthly mortgage referral goal assigned to the banking center.
Actively contribute to the banking center achieving the monthly business banking lending goal assigned to the banking center.
Actively contribute to the banking center achieving all First Direct onsite and new account goals.
Remain current on all changes related to products, services and tools to support the sales/referral process.
Customer Experience
Deliver a differentiated customer experience by providing superb customer experience through the following behaviors:
Greet each customer, use the customer's name, make eye contact, smile and thank them for their business.
Identify customer cues and conduct a needs based conversation with each client to uncover needs and recommend solutions.
Take ownership of customer inquiries and ensure the appropriate follow up
Utilize the customer feedback portal on Passageways as a central repository for customer compliments and complaints.
Adhere to service level agreements by returning calls and e-mails within 24 hours.
Maintain a professional image detailed in the FMB dress code to include name tag and FMB shield
Completes all new household on-boarding calls as scheduled i.e. 2, 2,2,6,1.
Embraces the client conversation model and utilizes retail tools i.e. HUB, Connections, ODP Selling Aid, checking placemat, etc. to convert service opportunities to sales opportunities with existing clients.
Operational Effectiveness
Adhere to all new account opening guidelines. Avoid deposit exceptions and clear new exceptions within 30 day.
Adhere to all consumer lending guidelines. Avoid loan exceptions and clear new exceptions within 30 day.
Maintain awareness of current trends in fraud and apply the appropriate level of caution to minimize potential losses.
Comply with information, physical security, and cyber security policies.
Understand and ensure compliance for regulations and reporting, including but not limited to: BSA, OFAC, CIP, EDD etc.
Assist with operational aspects of the banking center; control opening and closing of the banking center, conduct audits, and banking center balancing.
Know and utilize resources when making decisions to minimize loss.
Follow all bank standard operating procedures.
Actively participate in all banking center operational tasks to ensure soundness as measured by the Operational Scorecard.
Effectively copes with change by shifting gears; makes decisions based on knowledge at-hand; has the ability to move-on if circumstances dictate; comfortably handles risk and uncertainty.
Compliance Training
Complete all assigned compliance training via MyLO.
Working Relationships
Works well in cooperation with others for the benefit of the company.
Receives and carries out instruction in a positive manner.
Responds well to balanced feedback from manager and peers.
Open to learning and coaching; viewed as a team player by being cooperative and collaborative.
Engages in partnerships across all lines of business to deliver the entire bank to clients.
Sales Process
Actively participates in banking center call events i.e. call blocks, call nights, etc
Fully utilize sales resources to proactively set client appointments for the upcoming week. Achieve all assigned appointment goals.
Utilizes Connections and the HUB to increase performance and maintain accurate customer records. All recommendations and partner referrals are tracked appropriately through Connections and client conversations are accurately captured in the Guided Conversation/ Log-A-Call.
Take action 100% of the time on green opportunities and red alerts presented in the HUB.
Actively lead and participate in morning huddles, weekly sales meetings, and partnership meetings to proactively drive results.
LocationFranklinWork HoursFT M-F, Sat. (rotation)Requirements
Position Requirements:
Education - High school diploma or equivalent (GED).
Experience - Over two (2) years of banking, sales, or related experience; or, if Bachelor's degree then demonstrated leadership or goal achievement in related school activities or internships.
Other - Willingness to obtain Notary Public designation
Preferred Requirements:
Prior banking experience
Bachelor's degree
Demonstrated ability to sell and cross-sell banking products and services
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Please view Equal Employment Opportunity Posters provided by OFCCP here.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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