Personal Experience Banker-Louisville

Position Title:                         Personal Experience Banker            

Department:                           Consumer Services               

Reports To (position):            Branch Experience Manager                        

General Summary/Purpose

The Personal Experience Banker serves as a trusted financial partner, delivering exceptional customer experience through personalized service and expert guidance. This role is responsible for handling teller transactions, opening consumer and business accounts, accepting loan applications, answering calls made to the bank and directing them as needed, and assisting customers with any other banking needs. The Personal Experience Banker also plays a critical role in fraud detection and prevention, ensuring the financial safety of both the bank and its customers. This individual collaborates across all departments and supports branches as needed to provide seamless service.

Key Duties and Responsibilities

#1 Customer Service & Relationship Building                                           Percentage of time:  40%

• Serve as a trusted advisor by understanding customer needs and providing tailored financial solutions.
• Deliver exceptional service through in-person interactions, phone calls, and digital channels.
• Educate customers on banking products, services, and digital banking options.

#2 Teller Transaction and Account Services                                            Percentage of time:  40%

• Process deposits, withdrawals, transfers, and other transactions accurately and efficiently.
• Handle cash and negotiable instruments securely, following bank policies and procedures.
• Balance the cash drawer and maintain appropriate cash limits.

• Open and Maintain time deposit accounts, consumer/business accounts, complete wire transfers, and other banking needs with efficiency while ensuring compliance with bank policies and procedures
• Serve as the primary point of contact for the bank phone number, answering all client calls to the bank and directing them as appropriate or completing the customer request personally.
• Follow branch initiatives as described by Branch Experience Manager, including Branch Score Card measurables, campaign initiatives, and assistance with monthly checklist duties.

#3 Loan Services                                                                                          Percentage of time:  5%

• Assist customers with loan applications, providing guidance on available loan products.
• Gather information on customer need and facilitate appropriate department referral as needed.

#4 Fraud Prevention & Risk Management                                                   Percentage of time: 10%

• Stay vigilant in detecting and preventing fraudulent activity.
• Educate customers on security best practices to protect their accounts.
• Follow compliance procedures and report suspicious activities as required.
• Complete customer disputes in accordance with policy and procedures
• Works closely with BSA and Fraud Specialist to deter fraud to the bank or our customers.

#5  Collaboration & Team Support                                                               Percentage of time: 5%

• Work closely with all departments to provide a seamless customer experience.
• Support other branches as needed with a flexible and team-oriented mindset.
• Foster a positive, customer-focused, and inclusive work environment.
• Identifies potential referral opportunities to Private Wealth, Commercial, Business, Treasury, Trust, PFC, Mortgage, etc.

Education, Training and Skills Required

(Identify the minimum required to perform the duties and responsibilities.)

____ Limited training normally acquired through high school education

__X_ Specialized education/training normally acquired through up to 18 months’ of higher education

____ Education/training equivalent to an Associates’ Degree

____ Education/training equivalent to a Bachelors’ Degree

____ Education/training equivalent to a Masters’ Degree

____ Advanced education/training in a recognized field of specialization, e.g. CPA, MBA

____ Other (please specify)

Experience Required

(Identify the minimum required to perform the duties and responsibilities as well as the type of experience required.)

____ None

____ Three months to one year

_X__ More than one year, fewer than three years

____ More than three years, fewer than five years

____ More than five years, fewer than eight years

____ More than eight years