Personal Banker

First American Bank•Naperville, IL

13d•$24 - $26

About The Position

The Personal Banker is a mid-level, non-exempt (hourly) position in the Retail Banking Department. The role serves the branch and provides professional customer service across teller and banker functions. It also acts as a needs-based sales role, requiring a thorough understanding of First American Bank’s retail banking products and services. The position builds customer relationships, identifies needs, recommends banking solutions, takes retail loan applications and closes loans, and refers mortgage needs to internal partners. It also performs daily deposit-account and teller duties, supports customers with banking technology, and helps manage customer experience and risk. Comprehensive training and professional development are provided through classroom, electronic, and one-on-one formats. The position is typically scheduled for 36–40 hours per week, with shifts between Monday and Friday, 8:00 a.m.–6:00 p.m., and Saturday, 8:00 a.m.–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.
At least one year of personal banking, customer service, or sales experience.
Ability to handle cash transactions and proficiency working with U.S. currency.
Professional communication skills, including the ability to adapt communications to the audience and situation.
Ability to communicate clearly and succinctly in writing, including emails, letters, and electronic platforms, while maintaining professional spelling and grammar.
Professional demeanor, appearance, and presence appropriate to the banking environment.
Ability to maintain constructive working relationships with internal partners and take a 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 to system upgrades and workflow changes.
Ability to take loan applications and close loans.
Ability to register and maintain registration with the Nationwide Mortgage Licensing System & Registry (NMLS) if required.
Availability for a typical 36–40-hour work week, with shifts during the stated weekday and Saturday hours; additional hours may be required for phone queues, after-hours meetings, and call nights.
Ability to travel occasionally to other First American Bank locations, functions, and training facilities.
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 needs and explaining personal banking products and services.
Prepare and deliver tailored sales presentations and help customers select banking products and services that suit their needs.
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 to promote their offerings.
Participate in outbound calling, local community events, and other activities that increase market awareness.
Meet or exceed assigned sales goals.
Manage the customer experience, meet service standards, and resolve customer issues appropriately, including sensitive issues that may require research or referral.
Use tools and customer data to make tailored recommendations and manage the pipeline of customer conversations and opportunities.
Open, maintain, and close consumer, business, and IRA deposit accounts; exercise judgment about documentation and the bank’s ability to act on requests.
Assist and educate customers on online banking, mobile technology, and other servicing technology.
Participate in customer service phone queues, researching issues, reviewing transactions, and redirecting customers as 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 and use compliance and fraud training to respond to and escalate suspicious activity.
Participate in internal audits and demonstrate understanding of bank policies and procedures.
Maintain punctuality and travel occasionally to other bank locations, functions, and training facilities as required.