Senior Personal Banker - Shrewsbury (Full-time)
About The Position
Provident Bank is seeking a Senior Personal Banker to play a key role in the branch sales and service environment. This position focuses on building long-term customer relationships through excellent customer experience and a deep understanding of the bank's core culture of 'attraction, expansion, and retention.' The Senior Personal Banker will provide high-level service, conduct needs-based assessments, open accounts, cross-sell, tele-consult, develop relationships, service accounts, and act as a lobby manager. They will research and resolve complex account issues, promote organizational products and services by referring customers to appropriate internal or external partners, and process customer transactions. This role involves managing a book-of-business with objectives of retention and relationship development, serving as a liaison for referrals to specialists, and providing operational supervision when necessary. Flexibility in coverage for all aspects of sales and service is expected. This position may be eligible for Life and Health Licensing.
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
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.
Benefits
- Team members accrue paid time-off (PTO)
- Receive Holiday (PTO)
- Eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans
- Flexible and Health Savings Accounts
- 401(k) Retirement Plan
- Disability Insurance
- Employee Assistance Program
- Basic Life Insurance
- Company sponsored Tuition Disbursement and Loan Repayment programs
- Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
