Personal Banker

OVERVIEW:
Performs a wide variety of transactions to service customers in conformance with established Bank policies and procedures as well as exhibits professionalism and teamwork in every interaction.

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:
Performs any functions necessary within the scope of authority and expertise, to provide the highest levels of customer service and responsiveness to our customers.

PERSONAL BANKER SKILLS:

• Active participation in individual, team, and Bank goals as set forth by branch manager.
• Opens all types of accounts and assists customers with their existing relationships.
• Performs account maintenance and processes requests.
• Maintains relationships and may initiate new ones by outbound telephone calling to existing and prospective customers.
• Responds to customer inquiries and complaints in a timely and diplomatic manner (usually within 24 hours).
• Remains current on market conditions regarding products, product updates, and new technologies through available resources.
• Lending as needed by Branch Manager o Interviews and takes applications for all consumer and home equity loans/lines. Closes consumer and home equity loans/lines. Personal Banker
• Recognizes customer’s potential mortgage or refinance needs and immediately refers them to the appropriate lending contact. o Maintains a strong knowledge of our consumer and home equity products (where applicable), regulations, and processes.
• May provide notary services for our customers.

TELLER SKILLS:
Superior Service Quality

• Ensures excellence in customer service and maintains service standards at all times.
• Acts as a resource to identify customer servicing issues so that a resolution can occur and customer’s relationship is retained.
• Responds to customer requests, problems, and/or complaints, and if unable to immediately assist that customer, ensures the proper hand-off to the appropriate person to assist
• Develops and maintains a working knowledge of our Bank products and services and recognizes a customer’s potential product/service need. Upon recognizing the need, refers to the proper person to assist the customer.
• Provides the link between customers and other departments of the Bank by offering direction to the customers when there is a need for assistance or information from additional sources.
• Recognizes opportunities to suggest/cross-sell other Bank services to customers.

Operations

• Performs a variety of transactions to service the customer including processing deposits, withdrawals, payments, cash, checks, credit card advances.
• Participation in individual, team, and Bank goals as set by the Branch Manager.
• Adheres to internal controls/policies regarding audit, dual control, security, regulatory compliance, cash limits and robbery procedures, which protect the Bank, employees, and customers.
• Ensures that BSA procedures are being properly followed
• Answers phone and in-person account inquiries.
• Accounts for all money in individual cash drawer and balances transactions daily.

Security

• Ensures the prevention of fraudulent activities through adherence to Bank policies and procedures
• Adheres to branch security procedures detailed in the HFG security manual.
• Assists in managing branch risk.
• Ability to work in a constant state of alertness and a safe manner.
• Protect the confidentiality of non-public customer information (NPCI) and the security of our information technology resources. Adhere to the Bank’s Acceptable Use Policy, participate in security awareness training and successfully pass social engineering testing which are designed to provide the education necessary to enable employees to keep the bank secure. Employee awareness and vigilance are required in following these cyber security best practices and are the most effective weapon we have against cyber threats and fraud

ADDITIONAL RESPONSIBILITIES/ACCOUNTABILITIES

The Bank encourages participation in a community development service within the Bank’s assessment area. Community development encompasses affordable housing and community services that target low to moderate income individuals and activities that revitalize or stabilize targeted low to moderate income neighborhoods. Community development services must be related to providing a financial service or use the financial expertise of the bank employee. Examples include:

• Offering accounting skills to a local charitable organization that serves low to moderate income individuals;
• Performing bookkeeping services for low to moderate income seniors;
• Teaching a financial literacy program for low to moderate income school children;
• Fundraising on behalf of a local or state agency that provides services and/or programs targeting low or moderate income individuals;
• Activities that revitalize or stabilize low or moderate income areas;
• Encourages CRA qualified volunteerism.

EDUCATION AND EXPERIENCE:

• High school diploma/GED required
• Cash handling experience preferred
• At least 2 years customer service experience
• Computer skills required
• Knowledge of Microsoft products a plus

An Affirmative Action/Equal Opportunity Employer of protected veterans and individuals with disabilities. Applicants for employment are considered without regard to race, creed, color, religion, sex, gender identity, sexual orientation, marital status, genetic information, national origin, age, disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard. Also, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.