Senior Personal Banker

First American Bank•Doral, FL

About The Position

The Senior Personal Banker is a senior-level, non-exempt hourly role in First American Bank’s Retail Banking department. The position provides professional customer service and serves as a needs-based sales professional and subject matter expert on the bank’s retail products and services. It also provides leadership in sales, relationship building, retail lending, and compliance. The role takes and closes retail loan applications, including home equity loans, and may require registration with the Nationwide Mortgage Licensing System & Registry (NMLS). Comprehensive technical and customer-service training is provided through classroom, electronic, and one-on-one instruction. The Senior Personal Banker builds and manages customer relationships, identifies needs, recommends banking products and services, and supports customers across personal banking activities. The role handles deposit accounts, teller services, customer service requests, complex or sensitive issues, and risk and compliance matters. It also mentors and coaches branch colleagues and helps promote teamwork and high service standards. The position is typically scheduled for 36–40 hours per week. Shifts fall between Monday through Friday, 8:00 a.m. to 6:00 p.m., and Saturday, 8:00 a.m. to 1:00 p.m. Additional hours may be required for phone queues, after-hours meetings, and call nights. Occasional travel to other bank locations, training facilities, and functions 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, including the ability to tailor messages to internal and external audiences and communicate effectively in writing.
Professional spelling, grammar, demeanor, appearance, and presence.
Ability to build productive working relationships with internal partners and take a constructive, solutions-focused approach.
Sound professional judgment to balance organizational and customer interests and use resources to mitigate risk.
Ability and style suited to cold-call sales, including assertiveness, positivity, and persistence.
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 bank locations, branches, functions, and training facilities.
Ability to work scheduled shifts between Monday through Friday, 8:00 a.m. to 6:00 p.m., and Saturday, 8:00 a.m. to 1:00 p.m.; additional hours may be required for phone queues, after-hours meetings, and call nights.
Punctuality to maintain customer service standards.
Ability to take loan applications and close loans; the role may require registration and ongoing registration with the Nationwide Mortgage Licensing System & Registry (NMLS).

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 as a lead branch representative.
Identify customer needs, explain personal banking products, and recommend suitable products and services.
Contact customers proactively to review and deepen their banking relationships and identify additional opportunities.
Take home equity and other retail loan applications, close loans, and refer mortgage opportunities to internal partners.
Mentor branch colleagues on 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, community events, and other activities to increase market awareness; meet or exceed assigned sales goals.
Serve customers through phone queues, research requests and transactions, resolve service issues, and direct customers to appropriate resources.
Lead servicing for personal banking matters, including mortgages, retail loans, IRAs, trust accounts, estates, and commercial accounts.
Use customer data and pipeline tools to identify needs, make tailored recommendations, and track customer conversations and opportunities.
Open, maintain, and close consumer, business, and IRA deposit accounts; use judgment about transaction documentation and the bank’s ability to act on requests.
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, as needed, open or close the branch.
Identify transaction risks, apply 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 less experienced colleagues, and model professional appearance, dress, and communication.