Personal Banker

DEPARTMENT: Retail

SEATED AT: Valley Road

REPORTS TO: Branch Manager

The Personal Banker provides an exceptional experience for customers by accurately and efficiently completing transaction requests in accordance with policy and procedures. Actively listens to understand customer needs and fulfills those needs with assistance as needed. Consistently demonstrates ability to work as a contributing and flexible team member and exercises good judgment within scope of authority.

Who We Want:

Champion of Growth -

• Consistently demonstrates excellent customer service skills
• Actively listens to customer requests and provides solutions or refers to appropriate team members
• Strives to contribute to the achievement of branch goals for growth and customer satisfaction

Industry Expert –

• Completes transactions accurately and in accordance with policy and procedure.
• Accurately answers customer questions about products and services customers routinely use such as checking/savings accounts, debit cards, and online banking.
• Provides accurate and efficient service to customers by learning internal processes and procedures.
• Engages with customers in a manner that encourages dialogue about current and future needs for financial services.
• Assists with routine operational functions such as device settlement and maintenance, security protocols for cash and other valuables, branch appearance, and similar functions.

Analytical Thinker –

• Engage with customers in person, over the phone, and occasionally via email to satisfy immediate needs plus identify opportunities to deepen customer relationships.
• Resolve concerns raised by customers by seeking to understand root causes for problems and offer options to address concerns.
• Educate customers and explain the basic features and benefits of products and services.
• Identify security and fraud risks by evaluating legitimacy of transactions, suspicious activity, and gaps in operating procedures.

What You'll Do:

• Contribute to an environment where customers feel welcome and important by enthusiastically greeting, serving, and assisting customers.
• Appropriately identify customers and conduct their transactions accurately.
• Assist with branch operations such as maintaining equipment, auditing cash drawers, and ATM/TCR balancing.
• Explain products and services and gather customer information to maintain existing accounts and uncover needs for additional products/services. Participate in sales, service, and product training.
• Manage fraud risk by being alert to potentially fraudulent activity, verifying available funds before disbursing them, placing holds on deposits as needed, and consulting with a supervisor about questionable transactions. Help carry out the financial institution’s relationship-building strategies.
• Represent the bank by presenting a professional and friendly image.
• Maintain a work area that is free of clutter and sensitive information that may put customer or bank information at risk.

What You Get:

• Competitive pay
• Excellent benefits package, including 15 days of annual Paid Time Off (PTO). Eligible for medical, dental, and vision insurance (single and family) after 60 days of full-time employment. Insurance plans are HSA and FSA-compatible. CNB offers a 401(k) plan with an employer match available after 60 days of full-time employment. Eligible for life insurance, AD&D, and long-term disability after 90 days of full-time employment
• Paid national holidays that follow the Federal Reserve schedule
• Eligible for overtime pay when needed and approved

• High school diploma or equivalent
• Proficiency in counting currency and coin
• Excellent sales, interpersonal, and communication skills

EOE, including disability/vets