About The Role

Position Purpose

The Personal Banker role is essential for establishing new and increasing existing customer account relationships through sales, cross-selling and referrals of retail, commercial, mortgage investments and other line of business products and services.

Serves as a member of the branch team by being an initial

sales and service contact for new and existing clients. Effectively manages existing clients to support the retention and growth of profitable client relationships through sales of deposit, loans, and investment products.

This role is an introductory sales role that will have established training requirements in the lending scope and may or may not have a lending limit.

Professionalism, confidentiality, good attendance, punctuality, flexibility, and adaptability are a must! In addition, you will ensure compliance with regulations and audit standards related to job responsibilities while adhering to and exemplifying our Core Values : Embrace Responsibility, Execute with Excellence, Pursue Growth & Learning, Thrive Together.

The assigned work hours may vary and may include weekends.

Essential Functions

Actively engage in greeting all customers, learning their names, develop customer relationships, customer loyalty and satisfaction by actively listening and assisting customers with their financial requests.

Provides extraordinary customer service according to the Quality Service Standards and My Service Pledge

S - Smile, E Eye Contact, R Refer to Customers by Name, V Viable Options Never Say No, I Instant Acknowledgment, C Customers Always Come First, E End with Thank You)

• Responsible for delivering excellent customer service and selling bank products / services that meet the customer needs.
• Builds relationships with customers through a proactive outreach and follow up, asking questions and learning about their financial needs.
• Works to expand customer relationships by cross-selling products and services.
• Informs customers of self-service digital options and by demonstration those products to customers.
• Generates new business through referrals and in-branch selling from the platform.
• Participates and learns sales campaigns while completing all lending training requirements.
• Supports branch management team in achieving sales / service goals.
• Helps resolve customer concerns and escalating issues as needed.
• Completes accurate documentation necessary to open and maintain accounts.
• Complies with all policies / procedures related to the new account process to minimize loss.
• Display confidence with clients when sharing advice, product knowledge and solutions.
• Possesses drive, initiative and knowledge to provide financial options for clients using a consultative approach.
• Proven ability to tailor features and benefits of products and services to clients with differing needs.
• Operate within established risk parameters / tolerances, and meets internal / external risk and compliance obligations, including completion of all required training.
• Conduct customer’s financial transactions within time limits and established guidelines (deposits, withdrawals, check cashing, loan payments, cashier’s checks, wires, etc.).
• Balances accurately and maintains cash limits of his / her drawer daily, safeguarding assigned cash / currency by adhering to all company policies and procedures regarding cash handling, cash variations, opening / closing procedures, and dual-control processing.

Accountable for all cash / currency handled.

• Manage risk in every transaction and detect fraudulent transactions to prevent loss for First Bank of Wyoming and its customers from counterfeit currency and fraudulent activity by staying current on fraud warnings and initiating discussion with customers regarding specific transaction as defined by procedure.
• Process overages / shortages according to Cash Variation Policy.
• Assist customers with account questions and opening / closing all account types. This includes checking, savings, CD’s, IRA’s, HSA’s, safe deposit boxes, and online banking.
• Able to assist customers requests for wire transfers, debit card reissue, account research, etc. using applications such as 4Sight, Synergy, Card Wizard, etc.
• Introduce new products and services (credit cards, debit cards, online banking, etc.) when applicable.
• Takes ownership of mistakes / problems until issues are resolved to the customer’s satisfaction.
• Must be well-informed on all safety and security protocol and notify management of any situation that may cause a security threat.
• Research, troubleshoot and resolve customer and internal inquiries regarding policies, practices, and products. Exercises independent judgment under minimal supervision.
• Answers questions about products and services and resolves problems that are within their authority to resolve.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Complete required bank training courses within assigned time frame(s). It is the individual learner responsibility to ensure that they understand the information given to them in each training.

If the learner does not understand the information given they need to reach out to their supervisor for further clarification or additional training.

Additional Responsibilities

• Adhere to First Bank of Wyoming’s Core Values.
• Keeps management appropriately informed of area activities and of any significant problems.
• Participate in Community Service and Bank sponsored activities that serve and support the mission and values of First Bank of Wyoming.
• Provide superior internal and external customer service : must demonstrate self-governance, courtesy and respect toward external customers as well as internal customers (all organization personnel).
• Represent First Bank of Wyoming in a professional manner which includes a professional image, confidentiality, a positive can-do attitude, good attendance, punctuality, flexibility and adaptability in meeting bank and customer needs.
• Keep work area tidy and maintain customer privacy. Attends and participates in meetings as required.
• Participates in required training, staff meetings, and lobby displays.
• Regular and predictable attendance in order to accomplish, among other things, in-person contact with customers.
• Proactive in creating, maintaining, and promoting a clean, neat, pleasant work environment always aware of the customer’s view (keeping confidential information confidential).
• Responsible for keeping all information related to our customers private and confi
• Other duties as requested or assigned.

About You

Qualifications : Required Education :

Required Education :

High school diploma or equivalent required

Experience :

• One year of First Bank of Wyoming experience preferred
• Six months prior cash handling experience preferred
• 2 years Banking experience preferred
• Prior sales experience preferred

Required Knowledge, Skills, and Abilities :

• Excellent customer service skills.
• Excellent written and verbal communication skills.
• Ability to learn products, services, and procedures quickly and accurately.
• Ability to educate and connect clients to technology solutions.
• Ability to make personal connections, engage and educate clients, ask open-ended questions and listen to establish trust and build lasting relationships.
• Have a good knowledge of online banking products and be able to assist customers with enrollment and issues.
• Strong interpersonal skills.
• Basic knowledge of Microsoft Office.
• Proficient keyboarding skills.
• Excellent organizational skills
• Ability to maintain strict confidentiality
• A commitment to community involvement
• Ability to apply policies and procedures.
• Ability to multi-task and handle complex tasks efficiently.
• Comfortable communicating with various customers.
• Must have ability to prioritize and organize heavy workload(s) and demonstrate effective time management skill(s).
• Must have the ability to work in a professional manner and consistently demonstrate courtesy, customer service, and tact in a fast-paced / deadlines-oriented environment.
• Seamlessly transition between roles in order to take care of customers.

Personal Bankers must be client / customer focused, hold information in the strictest of confidences, have technical capabilities, be thorough and communicate proficiently.

Interpersonal Skills : A significant level of trust, credibility and diplomacy is required. Courtesy, tact, and diplomacy are essential elements of the job.

Work involves personal contact with others inside and / or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.

Working conditions : Must be able to routinely perform work both indoors in climate-controlled shared work area with moderate noise level and outside in sometimes inclement weather.

Must be capable of occasional travel (less than 10 days per year) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.

Physical Requirements : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is often required to : sit; use hands in repetitive motions to finger, grasp, handle or feel;

and talk or hear. The employee is occasionally required to : stand; walk; and lift or reach with hands and arms. The employee may also be required to : climb (Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and / or hands and arms.

Body agility is emphasized. This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion), balance (Maintaining body equilibrium to prevent falling and walking, standing or crouching on narrow, slippery, or erratically moving surfaces.

This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium), stoop (Bending body downward and forward by bending spine at the waist.

This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles), Kneel (Bending legs at knee to come to a rest on knee or knees), crouch (Bending the body downward and forward by bending leg and spine), crawl (Moving about on hands and knees or hands and feet),push (Using upper extremities to press against something with steady force in order to thrust forward, downward or outward), pull (Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion).

Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.

Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management.

Must be capable of regular, reliable and timely attendance. Must be capable of climbing / descending stairs in an emergency situation.

Specific lifting abilities required by this job include : Light work. The employee is constantly required to stand and walk.

Exerting up to 25 pounds of force occasionally, and / or up to 10 pounds of force frequently, and / or a negligible amount of force constantly to move objects.

If the use of arm and / or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

Specific vision abilities required by this job include : The worker is required to have close visual acuity to perform an activity such as : preparing and analyzing data and figures;

transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and / or operation / inspection of machines and / or using measurement devices at distances close to the eyes.

Mental Requirements : Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.

Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence.

Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.

Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and / or fast pace.

Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

What We Offer

COMPENSATION & BENEFITS : Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position.

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COMPANY OVERVIEW : We are a family of banks whose unique local presence reflects the communities we serve. We welcome the opportunity to grow and change as our customers and communities do the same.

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Last updated : 2024-04-13