About the position
At Provident Bank, the Senior Personal Banker plays a key role in the Branch sales and service environment through building mutually beneficial and long-term customer relationships by providing a positive customer experience and has a thorough understanding of our core culture of the 'attraction, expansion, and retention' of customer relationships. The Senior Personal Banker provides a high-level of service while greeting customers, performing needs-based assessments, opening accounts, cross selling, tele-consulting, developing relationships, servicing accounts, and acting as lobby manager. Researches and resolves complex account issues and/or customer inquiries. Promotes organizational products and services by referring current or prospective customers to the Assistant Branch Manager, Branch Manager, Market Sales Manager, or appropriate internal or external business partners. Additional responsibilities include processing customer transactions, including but not limited to check cashing, withdrawals, deposits, and loan payments. This position will focus on managing a book-of-business that is comprised of customers with the management objectives being retention and relationship development. Serves as a liaison to actively refer and coordinate specialist support from lending, investment, trust specialists, treasury management and other internal and external business partners. The Senior Personal Banker is self-motivated, a problem solver, functions independently and as an operational supervisor when necessary, and provides flexibility of coverage for the Branch by providing all aspects of sales and service. This position may be eligible to obtain Life and Health Licensing. All Provident Bank employees are expected to adhere to the Bank's Code of Ethics, Core Values, and Mission Statement. Works under general supervision.
Responsibilities
- Meet sales referrals and cross-selling goals by knowing the features and benefits of all products and services to satisfy the needs of the customers
- Promotes bank products, refer or resolve customer inquiries concerning accounts or other banking services
- Actively refers customers for commercial products or services to branch manager, market manager, or appropriate business partner
- Exceed customer expectations through active engagement, commitment and dedication to servicing and building customer relationships
- Advance the Bank's Corporate Sales Program through the consultative need's assessments of customers, developing new relationships, expanding existing ones and is responsible for managing and growing a book-of-business.
- Identify opportunities with customers and prospective customers through lobby management
- Assist customers and prospective customers with digital technologies and provide referrals to other lines of business.
- Helps maintain cost efficiency to achieve goals of the branch; assures quality of customer service and adherence to sales and brand standards
- Responsible for sales and service
- Execute expectations for a positive customer service experience
- Ensures operational and financial safety and soundness in accordance with Bank's policies, compliance, and applicable laws and regulations
- Leverages lobby management as a tool for controlling and mitigating risk
- Establishes customer identity according to guidelines and adheres to all other compliance procedures
- Assists branch management with branch operations as needed
- Opening, closing, and supervising the servicing of the branch in the absence of branch management
- Assists Personal Bankers with more complex and escalated customer questions and inquiries, including providing supervisor overrides when needed
- Performs transactions including but not limited to: check cashing, withdrawals, deposits and loan payments
- Prepares and/or completes Currency Transaction Reports and Suspicious Activity Forms (CTR/SAF) for appropriate transactions
- Assists in training other branch employees
- Provide support to the contact center when there are high call volumes
- Handle customer inquiries by telephone
- Provides access to safe deposit boxes
Requirements
- High school diploma or GED
- Minimum of 6 months providing sales/service to customers in a retail environment
- Strong interpersonal skills, including listening, written and verbal communication
- Ability to work a flexible schedule based upon the needs of the business
- Demonstrations positive and professional demeanor with all customers and co-workers
- Strong math and analytical skills
- Ability to handle escalated matters and problem solve for resolution
- Understand and adhere to safety and security practices
- Demonstrate and apply good relationship building skills
- Proficient at establishing strong connections with customers and prospective customers through consultative conversations affording presentations of sales opportunities
- Strong customer service and advocacy skills
- Strong organizational and time management skills
- Strong PC skills. Ability to quickly learn various computer programs, including Microsoft office
- Required to register as a mortgage loan originator with the NMLS prior to being allowed to take mortgage loan applications, negotiate or extend terms of a mortgage or other loan secured by a residence.
Nice-to-haves
- 2 years providing sales and service to customers in a retail environment
- Retail banking experience
- Supervisory experience
- Life and Health Licenses to support investment program
