Location: West Chester, PA, United States
The Personal Banker report to the Branch Manager. Responsible for acquiring new consumer and small business clients and to expand relationships with existing clients. Serves as a proactive member of the Retail branch team by being an initial sales and service contact for new and existing clients. Effectively manages existing clients/book of business to support the retention and growth of profitable client relationships through sales of deposit, loan and investment products (with appropriate licensing). Develops a comprehensive understanding of client needs by using the Client Experience (CE) Desktop technology to analyze client financial and personal data to cross sell products and services. Recommends products and services to help the client achieve financial goals and the team to achieve business goals. Identifies and resolves complex client service issues. Recognizes complex product and financial services opportunities and refers to appropriate sales professionals in Retail, Investment Services, Mortgage, Business Banking, and Private Banking. Meets or exceeds established sales, cross-sell and referral goals. Serves as a backup to the Branch Manager when the Branch Manager is unavailable.
As financial navigators for life, the Personal Banker delivers solutions to make it easier for clients to achieve their financial goals. The Personal Banker also provides sales and service support to the Retail branch team.
Provides banking sales solutions for deposit, loan and investment products (with appropriate licensing)
Supports acquisition of new clients and growth of current book of business by contacting and following up on system generated leads identified through the Desktop; documents activities by using the call report feature in the Desktop
Supports the branch in growing a profitable book of business to achieve individual and team goals
Provides sales and service assistance to all clients
Develops and maintains broad knowledge of products and services to appropriately support client needs
Consistently executes the Sales process (Opportunity management, Needs Assessment, Present/Pitch, Fulfillment and Follow Up) and seeks opportunities to deliver distinctive customer service on each client interaction
Ensures compliance with operational, security and audit procedures and policies
Participates in and occasionally facilitates daily branch team meetings
Participates in special projects, sales campaigns and assignments as requested
Assists with coaching and training tellers and other branch professionals
Accurately process all financial service transactions
Identifies and resolves complex client service opportunities
Completes and maintenances electronic client profiles using technology such as the Client Experience (CE) Desktop
Maintains and calls on a client book of business
As needed, in limited circumstances, will be asked to provide backup on the Teller platform assisting new and existing clients of the bank with account transactions, maintaining responsibility for a cash drawer and following proper balancing procedures.
High School Diploma or equivalent experience
1 year of experience in developing current and new customer relationships, achieving sales goals and building referral sources
Foundational knowledge of sales and service techniques with consumers and small businesses, including tele-consulting, outside calling, prospecting and networking
Ability to interact with business partners such as Investment Services, Mortgage and Business Banking Sales Professionals
Ability to develop a base of Centers of Influence (COIs)
Demonstrated strong customer service skills
Excellent communication skills and ability to work in a team environment
Working knowledge of PC (MS Windows and Office Products including Word, Excel, etc.)
Ability to work branch hours to include weekends and occasional evenings
Must have access to reliable transportation to facilitate travel outside of the branches, including outside sales calls
Note: Employees in this position are required to comply with all rules and regulations of The Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (The SAFE Act).
Undergraduate degree in business related field
Sales experience in banking, financial, or insurance industry
Possesses a general understanding of operations (risk, compliance, fraud, loss)
Cash handling experience
Working knowledge of Branch Teller Workstation
Strategic: Understands the value proposition of the business and how it contributes to business strategy; applies a risk management mindset and knowledge about the global financial services industry
Energy/Drive: Action oriented; drives for results; pursues work with energy and focus; drives for completion; client relationship focused; acts with honor and character
Personal/Interpersonal: Open, receptive, accountable, and approachable; keeps promises, honors, commitments, and demonstrates open, honest communication; exhibits positive behavior
People Management: Understands the value of excellent client service and demonstrates a commitment to client satisfaction for internal and external clients while balancing organizational profitability; actively listens to internal/external client feedback and delivers appropriate solutions; embraces an inclusive team and diverse perspectives to reach best outcomes; escalates issues to manager when appropriate; apply judgment within established guidelines to resolve client issues and needs
Results: Dedicated to finding solutions, resolving problems, and fulfilling client needs; takes personal responsibility to see that every client is satisfied; proactively shares knowledge to help others develop and to improve the performance of the team; consistently exceeds and/or meets goals; bottom line oriented; pushes self and others for results
Technical and Functional: Exhibits the technical and functional skills to perform the job
In addition to the competencies specific to the Personal Banker role, all employees are expected to exhibit Leadership Behaviors (Accountability, Managerial Courage, Drive for Results, Lead Change, Client Focus, Effective Collaboration Develop Self, Staff and Others, Business Acumen, Manage Vision and Purpose) as outlined in HR Online system.