Senior Personal Banker

First American Bank • Orland Park, IL

56d • $26 - $28 • Onsite

About The Position

The Senior Personal Banker is a senior-level, non-exempt (hourly) role in the Retail Banking department. The position services the branch, provides professional customer service, and serves as a needs-based sales professional and subject matter expert on First American Bank’s retail banking products and services. The role also provides leadership in sales, relationship building, retail lending, and compliance.

The Senior Personal Banker develops relationships with new and existing customers, identifies customer needs, recommends appropriate products and services, takes and closes retail loan applications, and refers mortgage business to internal partners. The role delivers advanced customer service, performs personal banking and teller duties, supports branch colleagues, and helps manage customer experience, risk, and compliance.

The position typically works 36–40 hours per week, with shifts scheduled 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 is required.

Requirements

• High school degree or equivalent.
• At least two years of personal banking experience.
• Proven sales and customer service experience.
• Ability to handle cash transactions and proficiency working with U.S. currency.
• General understanding of consumer and mortgage lending.
• Professional communication skills and the ability to tailor messages to internal and external audiences.
• Ability to communicate effectively and concisely in writing, including through emails, letters, and electronic platforms, with professional spelling and grammar.
• Professional demeanor, appearance, and presence appropriate to the banking environment.
• Ability to maintain constructive, solutions-focused relationships with internal partners.
• Sound professional judgment to balance organizational and customer interests and use resources to mitigate risks.
• Cold-calling sales ability with an assertive, positive, and persistent approach.
• 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 when systems are upgraded.
• Ability to travel occasionally to other First American Bank locations.
• Ability to work the stated schedule and additional hours when required.
• NMLS registration may be required and, if required, must be maintained.
• Ability to take loan applications and close loans.

Nice To Haves

• College degree in business or a related field.
• Prior leadership experience.

Responsibilities

• Source, develop, and manage meaningful relationships with new and existing customers; identify needs and explain personal banking products.
• Proactively contact customers to deepen relationships and recommend additional products and services.
• Take Home Equity and other retail loan applications, close loans, and refer mortgages to internal partners.
• Mentor branch colleagues in sales conversations and customer relationship development.
• Prepare and deliver tailored sales presentations and partner with Business Banking, Wealth Management, Treasury Management, and Merchant Services.
• Participate in outbound calling and community events, and meet or exceed assigned sales goals.
• Participate in customer-service phone queues, research and review transactions, and direct customers to appropriate resources.
• Manage customer experience, resolve sensitive issues, and model professional service standards for colleagues.
• Lead servicing for personal banking matters, including mortgages, retail loans, IRAs, trust accounts, estates, and commercial accounts.
• Use tools and resources to analyze customer data, make tailored recommendations, and manage the customer pipeline.
• Open, maintain, and close consumer, business, and IRA deposit accounts and perform daily personal banking tasks.
• Use judgment regarding transaction documentation and whether the bank can act on a request.
• Educate customers about online banking, mobile technology, and other servicing technology.
• Serve as an expert in bank systems and assist colleagues with troubleshooting.
• Provide teller services, including balancing a teller drawer, processing transactions and cash advances, depositing currency, and ordering coin.
• Follow company policies and procedures and open or close the branch as needed.
• Identify transaction risks, use compliance and fraud training, and escalate suspicious activity appropriately.
• Lead and execute internal audits in accordance with bank policies and procedures.
• Promote teamwork, coach and develop colleagues, and model professional appearance and communication.
• Travel occasionally to other bank locations to assist with and audit branches, bank functions, and training facilities.
• Participate in phone queues, after-hours meetings, and call nights as required.
• Maintain punctuality to support customer service standards.

Benefits

• Comprehensive training and professional development are provided, including technical and customer service training through classroom, electronic, and one-on-one formats.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED