Personal Banker II

Glacier Bancorp, Inc.•Billings, MT

3h•Onsite

About The Position

The Personal Banker is responsible for assisting customers with personal loans and opening basic deposit accounts. This role involves accepting loan applications, compiling necessary documentation for credit review, and managing personal checking and savings accounts, including Certificates of Deposit (CDs). A key aspect of this role is cross-selling bank products and services, such as online banking, credit cards, and other financial offerings, based on customer needs. Personal Bankers must demonstrate initiative and sound judgment to effectively respond to customer requests while maintaining a high level of service. In addition, this role involves opening and maintaining deposit and savings accounts, safe deposit boxes, and e-banking products. In this position, Personal Bankers will assist customers with personal loan applications, organize the necessary documentation for credit review and analysis, and manage personal deposit accounts. Building and maintaining a consumer loan portfolio is a key responsibility, along with ensuring compliance with all regulatory and policy guidelines. A high level of customer service is required, with a professional demeanor maintained during all interactions. Personal Bankers will work independently and as part of cross-functional teams to achieve departmental and customer goals. They will also serve as a liaison, maintaining clear communication between customers and internal support staff. This role requires individuals to demonstrate good judgment, initiative, and an ability to solve problems efficiently while providing a seamless customer experience. The position demands a strong understanding of bank policies and regulatory guidelines, as well as the ability to work in a fast-paced environment while handling sensitive customer information.

Requirements

High School Diploma or equivalent required.
A minimum of 2 years consumer lending or personal/retail banking experience required.
Working knowledge of Jack Henry Experience
Basic knowledge of electronic banking products and/or non-electronic banking products with the ability to recommend appropriate products for internal and external customers
Excellent interpersonal communications skills including customer service orientation and strong listening skills.
Strong written and verbal communication skills.
Strong analytical skills.
Ability to prioritize and organize heavy workload(s) and demonstrate effective time management skills.
Ability to work well under pressure with a high degree of attention to detail.
Must have the ability to work in a professional manner and consistently demonstrate courtesy, customer service, and tact in a fast-paced/deadline-oriented environment.
Ability to work quickly and accurately; perform effectively under pressure; meeting multiple, and sometimes competing, deadlines and make decisions based on regulation(s), company policy(s), knowledge, and experience.
Mathematics and reasoning are constantly used/required on the job.
Memory and estimating are frequently used/required on the job.
Problem solving and exercising judgment are frequently used/required on the job.
Ability to define problems, collect data, establish facts, and draw valid conclusions
Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
Must be able to routinely perform work on computer and over the phone for an average of 6-8 hours per day, when necessary.
Must be capable of regular, reliable, and timely attendance.
While performing the duties of this job, the employee constantly works with time constraints and maintains attentiveness, duration, and intensity. The employee frequently has routine workflow. The employee frequently exercises flexibility (the ability to shift from one task to another). Guidance, reinforcement, and co-worker support are available frequently. The employee is frequently involved in social interaction which requires frequent oral and written communications.

Nice To Haves

Bachelor’s degree in business, finance, or related field preferred.
Previous new accounts experience preferred.
Would an equivalent combination of relevant education and work experience be considered? Yes

Responsibilities

Assist in originating and/or renewal of loans, through an initial interview with borrower, gathering required documentation and review of business and personal history and existing banking relationships. Present the evaluation to Lender/supervisor. In conjunction with a Lender, may assist in renegotiating any changes with the borrower.
Develop and maintain a relationship with borrowing customers to broaden the bank's public image and to develop additional business for the bank.
Complete joint calls with other lending officers to gain experience calling on customers.
Position may be required to register and maintain current Mortgage Loan Originator registration, as required by law.
Position may be required, as determined by supervisor/management, to provide notary services at the bank.
Participate in on-going lending training as assigned.
Assist with a wide variety of customer services including opening and maintaining deposit and savings accounts, safe deposit boxes, and e-banking products.
Assist customers with opening CDs/IRAs and educate customers as to penalties, earnings, etc.
Use every customer contact as an opportunity to advise customer about additional services or programs that might benefit them.
Maintain proficient knowledge of deposit and consumer loan products and services to effectively present the appropriate solutions to the customer.
Perform transactions for bank customers, including but not limited to: receive deposits, accept checks for cashing, accept loan payments, accept wire transfer requests, fill business change orders, issue cashier’s checks, redeem savings bonds, sell travel cards, process credit card advance requests, process telephone transfers, process and record night deposit transactions, process check orders, issue debit cards.
Possess a basic knowledge of bank products such as checking, savings, and money market accounts, CDs, and e-banking services.
Promote High Performance Checking "Refer-A-Friend Program" as well as helping with branch displays and Big Day promotions.
Effectively sell and cross-sell the services and accounts by the bank to best fit customers' needs.
Assist customers in reconciling accounts, closing accounts, and change of addresses as well as providing statement printouts and check copy requests.
Answer incoming calls, direct calls, and take messages.
Explain the different types of bank products and services available to customers and assist them in the selection of the products that are most appropriate for their needs.
Open and maintain personal and/or savings accounts; enter and update information on accounts; and prepare all the related documentation.
Issue and cash out Certificates of Deposits; prepare correct documentation; review terms and calculate penalties and interest if they apply; and notify customers of CD renewal deadlines.
Investigate and research customer complaints and account problems and recommend alternatives for resolving the complaints/problems. Adjust accounts in accordance with established bank policy and with approval of the supervisor, as needed.
Provide response to customer service types of requests such as, but not limited to, the following: ordering check cards, ATM cards, change addresses, process Harland Check orders, deposit tickets, and endorsement stamps.
Cross sell and/or refer customers to other bank products and services such as credit cards, merchant processing, and online banking services.
Complete on-boarding calls to customers on a daily basis, with personal correspondence to the customers as an additional follow up.
Monitor, follow up on closed account report, and non-sufficient fund items.
Maintain strict confidentiality in processing customers' records and files.
Take responsibility for remaining compliant with all applicable banking laws and regulations as well as following company policies and procedures, management directives, security, and operational procedures.
Accountable for maintaining accuracy and attention to detail in all aspects of the job.
Responsible for keeping all information related to customers, co-workers, and the bank private and confidential. Assure that any private information is accessed only as it pertains to the performance of your position, being aware of others who can hear your conversations or view private information.
Proactively protect WSB and its customers from counterfeit and fraudulent activity by staying current on fraud warnings and initiating discussion with customers regarding specific transactions to prevent potential loss to customers and WSB.
Complete all required annual compliance training and continuing education to stay current with bank policy, regulations, and licensing requirements.
Responsible to stay aware of, and adhere to, the banks security policy. Required to notify management of any situation that may cause a security risk.
Provide superior internal and external customer service: must demonstrate self-governance, courtesy, and respect toward external customers as well as internal customers.
Is knowledgeable on our banking products and services.
Can communicate requests and product information in a manner that is understood by the customer.
Demonstrates a “customers come first” approach when prioritizing tasks.
Maintains a professional, courteous, service-oriented relationship with all internal and external customers.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Complete required bank and OnCourse training courses within assigned time frame(s).
Represent Western Security Bank in a professional manner which includes a professional image, confidentiality, a positive “can-do” attitude, good attendance, punctuality, flexibility and adaptability in meeting bank and customer needs.
Keep work area tidy and maintain customer privacy.
Attends and participates in meetings as required.
Additional duties as requested or assigned.