Personal Banker

Personal Banker

The Personal Banker is responsible for providing support and coverage to branch banking team members and building and maintaining relationships with members to help them achieve their financial goals. The role is expected to identify their financial needs and offer appropriate solutions, such as opening new accounts, providing loan options, and helping members with their investments. The primary goal is to provide excellent member service while achieving sales targets and promoting the credit union's products and services. The team member will work closely with other team members to ensure that the credit union policy and procedures are followed and that all member interactions are handled professionally and efficiently. The role may provide support and coverage to tellers and other branches.

Principle Duties and Responsibilities

1. Willingness and ability to exhibit Wellby Core Values every day.
2. Works purposefully and is driven to provide the best team member experience.
3. Establishes and maintains a positive relationship by creating an exceptional experience and making the member feel valued.
4. Engage members as they enter the branch by welcoming and making them feel appreciated, including managing lobby traffic, checking members into the waiting queue, and scheduling/canceling appointments.
5. Engage with Branch Partners and other lines of business to offer the most appropriate products.
6. Identify changes in members' financial situation and banking needs and recommend relevant solutions to enhance the member's financial goals.
7. Recommends and assists members with convenient technology solutions including but not limited to Online Banking, mobile applications, etc.
8. Achieve sales targets as required by management.
9. Member Service functions; open new accounts, checking, certificates, money markets, IRA, CD, account maintenance, and outbound new deposits, etc.
10. Verifies eligibility for new accounts and processes through the system before opening the account.
11. Specialized account functions; separation/divorce account changes, estate expertise, etc.
12. Drives proactive sales conversations through internal and outbound interactions with a defined sales process, including outbound calling, service to sales, teller interactions, appointment setting, and effective lobby engagement.
13. Loan origination functions: creating and processing a new loan application. This process includes gathering information from the borrower, assessing their creditworthiness, and determining the terms and conditions of the loan. This may include outbound loan win-back campaigns, etc.
14. Provides timely responses to members and other team member requests.
15. Accountable for the vault, dual-control access, and increased approval authority limits in coordination with leaders of branch locations.
16. Maintains a work area that ensures the safety of all negotiables and confidential records.
17. Orders a cash supply to meet daily needs.
18. Adheres to all security policies for the branch, including the opening and closing procedures of the branch.
19. Implements processes as required by the Bank Secrecy Act and Wellby policies and procedures, including but not limited to completing and submitting Currency Transaction Reports, being knowledgeable of signs of unusual financial activities, and reporting signs of unusual activity and/or completing reporting for Suspicious Activity Report as appropriate per procedure.
20. Completes all mandatory compliance testing by deadlines. Implements processes as required by the Bank Secrecy Act and Wellby policies and procedures.
21. May perform teller transaction functions as needed, including deposits, withdrawals, transfers, payments, etc., accurately and efficiently while complying with all policies, procedures, and regulatory requirements.
22. Performs other related duties as assigned.

Knowledge, Skills, and Abilities (KSA)

• Knowledge of Wellby's organizational functions and general operating policies and procedures.
• Knowledge of basic math skills.
• Knowledgeable of bank security measures.
• Knowledge and ability to utilize processes, tools, and techniques to detect, address, and prevent fraud.
• Knowledge of business English, spelling, and punctuation.
• Knowledge of retail product philosophy, banking industry best practices, and regulations.
• Knowledge of personal computer, utilizing Microsoft Office Suite.
• Skilled in high-level member service practices.
• Skilled in operating computer equipment and general office machines such as personal computers, copiers, Microsoft Teams, Zoom Video Communications, and adding devices.
• Ability to recognize questionable and fraudulent transactions.
• Ability to learn new software.
• Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Ability to be trustworthy and act with integrity.
• Ability to work in a fast-paced team environment.
• Ability to communicate clearly and concisely, orally and in writing.
• Ability to coordinate several concurrent activities simultaneously.

Supervisory Responsibilities

• Team member does not have supervisory responsibilities.

Complexity & Scope of Work

• The team member performs a variety of related tasks, which are mostly routine.
• Non-routine situations or conflicts are usually referred to the supervisor for resolution.
• Instructions to the team member may be general or specific in nature.
• Courses of action are determined by established procedures and/or the Branch Manager.
• The team member's work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures.
• Tasks may occasionally have to be coordinated, integrated, and/or prioritized.

Physical Demands & Work Environment

• The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
• To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time, in addition to standing for long periods. Daily movements include sitting, standing, reaching, and grasping; operating computers and other office equipment; moving about the branch; and attending possible onsite and offsite meetings. The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with members, management, and other team members.
• The ability to observe details at close range (within a few feet of the observer).
• Must be able to occasionally lift items weighing up to 25 pounds across the branch and load them onto shelves for various needs.
• The noise level in the work environment is usually moderate.
• Work involves the typical risks and discomforts associated with an office environment but is usually in an adequately cooled, heated, lighted, and ventilated area.

Work Hours

• To meet the department's needs, overtime work is sometimes necessary, and team members may be required to work overtime hours as assigned.
• Shifts may be staggered (between 7:30 a.m. and 6:30 p.m. CST) and will include weekends.

Minimum Qualifications

• High School Diploma or equivalent required.
• Previous cash handling experience required.
• Minimum two (2) years experience in member service, financial services, or similar retail experience and/or bank teller.
• Strong sales skills to effectively promote credit union products and services to members.
• IRA and MOD experience preferred.
• Previous experience working with the public.
• Flexibility to support other branches based on business needs.

For All Candidates

This is a Full-Time, Hourly (non-exempt) role.