Personal Banker

First American Bank•Bartlett, IL

13d

About The Position

The Personal Banker is a mid-level, non-exempt hourly role in the Retail Banking Department. The position serves the branch and provides professional customer service across Teller and Banker functions. It also operates as a needs-based sales role, requiring thorough knowledge of First American Bank’s retail banking products and services. The role builds customer relationships, identifies customer needs, recommends suitable products, and supports sales goals while delivering high-quality service and managing risk. The position handles personal banking activities including deposit account servicing, teller transactions, customer inquiries, loan applications and closings, and referrals to internal partners. It also supports branch opening and closing procedures, customer outreach, community events, phone queues, compliance practices, and internal audits. Comprehensive technical and customer-service training is provided through classroom, electronic, and one-on-one formats. The role typically works 36–40 hours per week, with shifts scheduled Monday through Friday between 8:00 a.m. and 6:00 p.m. and Saturday between 8:00 a.m. and 1:00 p.m. Additional hours may be required for phone queues, after-hours meetings, and call nights. Occasional travel to other bank locations, functions, and training facilities is required.

Requirements

High school degree or equivalent required.
At least one year of personal banking, customer service, or sales experience required.
Ability to handle cash transactions and proficiency working with U.S. currency.
Professional communication skills when interacting with internal and external contacts, with the ability to tailor messages to the audience and situation.
Ability to communicate clearly and succinctly in writing, including emails, letters, and electronic platforms, with professional spelling and grammar.
Professional demeanor, appearance, and presence appropriate to the bank’s environment and industry.
Ability to maintain effective working relationships with internal partners using strong interpersonal skills and a constructive, solutions-focused approach.
Sound professional judgment to balance organizational and customer interests and use available resources to mitigate risk.
Cold-calling sales ability with an assertive, positive, and persistent style.
Proficiency with Microsoft 365 products and applications, including preparing or reviewing documents, procedures, and reports.
Ability to learn new systems and applications and adapt responsibilities or workflows to system upgrades.
Ability to travel occasionally to other bank locations, bank functions, and training facilities.
Punctuality required to maintain customer service standards.
Ability to take loan applications and close loans; registration and continued registration with the Nationwide Mortgage Licensing System & Registry may be required.

Nice To Haves

College degree in business or a related field.
Proven track record of sales experience.

Responsibilities

Build and retain relationships with new and existing customers by identifying needs and explaining the features and benefits of personal banking products.
Plan, prepare, and deliver tailored sales presentations and assist customers in selecting appropriate banking products and services.
Take Home Equity and other retail loan applications, close loans, and refer mortgages to internal partners.
Partner with Business Banking, Wealth Management, Treasury Management, and Merchant Services to promote their offerings.
Participate in outbound calling, local community events, and other activities to increase market awareness.
Meet or exceed assigned sales goals.
Manage the customer experience, meet service standards, and resolve sensitive customer issues through research, transaction review, and referrals to appropriate resources.
Use tools and customer data to align customer needs with tailored product and service recommendations.
Manage the customer pipeline and record conversations and opportunities for prospective and current customers.
Open, maintain, and close consumer, business, and IRA deposit accounts.
Exercise judgment regarding transaction documentation and evaluate whether the bank can act on customer requests.
Educate customers about servicing technology, including online banking and mobile technology.
Participate in customer service phone queues, researching and reviewing transactions and directing customers to appropriate resources as needed.
Provide teller services, including balancing a teller drawer, processing customer transactions and cash advances, depositing currency, and ordering coin.
Follow company policies and procedures.
Assist with branch opening and closing procedures as needed.
Identify risks during customer transactions and escalate suspicious activity to the appropriate department using compliance and fraud training.
Participate in internal audits and demonstrate understanding of internal bank policies and procedures.