Personal Banker

First American Bank•St. Charles, IL

1d•$24 - $26

About The Position

The Personal Banker is a mid-level, non-exempt (hourly) role within First American Bank’s Retail Banking Department. The position serves the branch and provides professional customer service across Teller and Banker functions. It also serves as a needs-based sales role requiring a thorough understanding of the bank’s retail banking products and services. The role includes opening, maintaining, and closing deposit accounts; taking retail loan applications and closing loans; providing teller services; helping customers use online and mobile banking; and identifying and escalating risks. Comprehensive training and professional development are provided through classroom, electronic, and one-on-one training. The position is typically scheduled for 36–40 hours per week, with shifts 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.
Ability to take loan applications and close loans.
Professional communication skills and ability to adapt messages to the audience and situation.
Ability to communicate clearly and concisely in writing, including emails, letters, and electronic platforms, while maintaining professional spelling and grammar.
Professional demeanor, appearance, and presence appropriate to the banking environment.
Interpersonal skills and ability to maintain constructive, solutions-focused working relationships with internal partners.
Sound professional judgment in balancing organizational and customer interests and using resources to mitigate risk.
Ability to cold call 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 following system upgrades.
Ability to travel occasionally to other First American Bank locations, functions, and training facilities.
Ability to work scheduled shifts Monday through Saturday and, when required, additional hours for phone queues, after-hours meetings, and call nights.
Punctuality.

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 their needs and explaining personal banking products and services.
Plan, prepare, and deliver tailored sales presentations.
Identify sales opportunities, help customers select appropriate products and services, take Home Equity and other retail loan applications, close loans, and refer mortgage needs to internal partners.
Partner with Business Banking, Wealth Management, Treasury Management, and Merchant Services.
Participate in outbound calling, local community events, and related activities to increase market awareness.
Meet or exceed assigned sales goals.
Manage the customer experience, meet service standards, and provide appropriate resolutions.
Research and resolve sensitive customer issues, review transactions, and direct customers to appropriate resources.
Use tools and customer data to make tailored recommendations and manage the pipeline of customer conversations and opportunities.
Perform personal banking tasks, including opening, maintaining, and closing consumer, business, and IRA deposit accounts.
Use judgment to determine required transaction documentation and assess whether the bank can act on a customer request.
Assist and educate customers on online banking and mobile technology.
Participate in customer service phone queues, including researching issues, reviewing transactions, and redirecting customers when appropriate.
Provide teller services, including balancing a teller drawer, processing customer transactions and cash advances, depositing currency, and ordering coin.
Follow company policies and procedures and assist with branch opening and closing procedures as needed.
Identify risks during customer transactions, apply compliance and fraud training, and escalate suspicious activity to the appropriate department.
Participate in internal audits and demonstrate understanding of bank policies and procedures.
Maintain punctuality and attend additional work activities as required.