Personal Banker

People's Bank of Commerce•Klamath Falls, OR

12d•Onsite

About The Position

The Personal Banker is responsible for opening and maintaining a wide range of customer accounts while delivering courteous, efficient, and accurate service to both new and existing customers. This role supports relationship growth by identifying opportunities to recommend appropriate banking services and by making referrals based on customer needs. The Personal Banker interviews customers, ensures accurate account setup, initiates initial loan documentation, and responds to customer inquiries while maintaining compliance with bank policies and procedures. The position requires strong attention to detail, sound knowledge of bank products and services, and the ability to manage multiple priorities in a customer focused environment.

Requirements

Customer focused communication: ability to explore needs and introduce relevant solutions.
Strong organization, multitasking, and accuracy in documentation and transactional work.
Knowledge of personal and business account opening processes, products, and services.
Ability to collaborate across teams to resolve issues and support customers.
Sound risk judgment and escalation discipline.
A thorough understanding of Deposit and Loan Products and Bank services.
Satisfactory communication (written and oral) and organizational skills.
Satisfactory interpersonal skills and ability to develop rapport with people.
Demonstrates accuracy and attention to detail.
Ability to look and project a professional image.
Ability to manage multiple priorities and deadlines.
Knowledge of financial products and services with a minimum of one-year experience in new accounts and teller areas.
Confident decision making in high risk or time sensitive scenarios.
Computer knowledge and familiarity with Microsoft Word, Excel, Outlook, and experience using ten-key by touch.
Successful completion of a high school diploma or GED.

Responsibilities

Provide consistent, prompt, friendly service in accordance with the Customer Service Standards and provide courteous and professional communication support, including responding to incoming telephone calls, electronic mail and voice mail.
Develop trust and rapport with new and existing customers through need-based conversations that explore goals and preferences in a fast-paced environment while maintaining customer service quality.
Respond to a variety of customer inquiries related to accounts, lending, and bank services; provide accurate information and clear next steps.
Identify opportunities to refer customers to appropriate services that align with their stated needs; coordinate warm hand offs to internal partners when beneficial.
Participate in relationship building initiatives designed to increase awareness of available services and support customer financial goals.
Handle customer issues and resolve requests efficiently and accurately, coordinating with internal partners when appropriate.
Support front line staff by processing teller transactions when needed.
Proficient knowledge in processing all monetary transactions accurately for customers in accordance with the Teller Manual.
Ability to exercise independent judgment while working with established check cashing guidelines.
Sell cashier’s checks, redemption of government bonds and accept loan payments, process mail.
Maintain proper security of cash drawer, assigned keys and all negotiable items and work areas are clean at the end of the business day.
Complete balancing teller cash drawer daily and in accordance with the Teller Job Standards.
Proficient in input, review, and approval of wire transfer forms within established authority limits.
May assist in accurately completing weekly incoming and outgoing cash shipments in dual custody.
May need to assist with balancing vault cash at end of day under dual custody.
Adhere to authority limits plus bank policy and procedures to assure accurate cash handling in the service to customers and minimize time and effort to locate outages.
Ensure accurate, consistent product and fee explanations; identify gaps in disclosures per Regulation DD; expert in understanding the TISA disclosure and quoting the APY vs. interest rate.
Knows not to “advise” customers on structuring.
Determine and apply Regulation CC holds as appropriate; provide accurate hold notices and clearly explain funds availability.
Distinguish probable OFAC false positives from potential true matches; document and escalate potential true hits promptly.
Proficient in debit card order processing and replacements. Demonstrates proficient knowledge to accurately input debit card disputes using Finboa with high quality documentation, routing, and timeline adherence when needed.
Follow privacy/GLBA requirements, least information principles, authentication standards, and clean desk policy.
Identify complex red flags (e.g., structuring patterns, mule indicators, funnel activity, unusual cash/check behavior); proficient in completing CTRs accurately according to the bank procedures and initiate SAR referrals when appropriate.
Employees are required to understand and follow the Bank’s cybersecurity policies, procedures, and acceptable use standards, and to promptly report any suspected security incidents or risks.
Required to participate in annual security training and fulfill your role in safeguarding the Bank’s information systems and customer data including adhering to the clean desk standards.
Demonstrate sound risk management for teammate approvals within assigned limits.
May decision branch NSF items as a backup to the Branch Service Officer.
Maintain product, system, and compliance knowledge via required learning and coaching.
Required to open new accounts, including: Personal accounts, Business accounts, Specialized relationships (trusts, estates, and fiduciary accounts).
Manage third party access (conservatorships, representative payees), POAs, and authorized signer changes per policy; avoid oversharing; document consent; escalate discrepancies to the supervisor.
Interview and apply CIP/KYC, EDD, and BSA risk rating concepts when onboarding higher risk new account customers or entity types; escalate appropriately.
Maintain a working knowledge of bank products and services to support informed customer guidance.
Understand Regulation Z credit disclosures for applicable credit products (e.g., credit cards, HELOC basics); ensure APR/finance charge disclosures are accurate.
Learn how UDAAP risk may appear in customer conversations and disclosures; follow fair lending interview guidance and avoid prohibited bases or steering.
Utilize account opening and transaction systems to process new accounts accurately.
Understand and follow basic lending procedures and documentation requirements, answer lending related questions at an introductory level.
Initiate initial loan documentation in support of consumer lending activities; collect data needed for processing.
May assist in accurately completing weekly incoming and outgoing cash shipments in dual custody.
May assist in accurately completing weekly incoming and outgoing cash shipments in dual custody.
May need to assist with the management of the branch operations queue and completion of daily operational reports.
Perform full account maintenance, including updates, corrections, checkbacks, and account closures.
Process account documentation through Center Doc, including: Center Doc BSO transactions, Uploading and indexing documents.
Complete required certification tasks and operational documentation on schedule. Identify errors and provide any necessary training as required.
Participate in structured training and certification programs.
Receive ongoing coaching and performance feedback to support development and advancement.
Attend meetings as requested.
Consistently arrive at work and return from breaks at scheduled time.
Maintain daily attendance in accordance with the Employee Handbook.
Perform special projects or other duties as assigned.