Description

PRIMARY PURPOSE OF JOB

This position is a branch based sales position with some outside sales expectations, whose primary goal is to acquire, expand and retain customer relationships by proactively meeting with the customer to discover their financial needs and provide both product and service recommendations to them. As part of a team, Personal Banker IIs will be a financial liaison to customers, maintaining excellent customer service.

EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS

• Southern Bank team members are a family, rooted in the communities we serve and working together to be the best in our industry, utilizing innovative ideas and strong products. The Southern Bank Patch illustrates these ideals.
• Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations.

ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS

• Builds new customer relationships through frequent interactions with customers; proactively contacts customers;
• Consistently looks for opportunities to improve sales efforts, branch profitability and deposit growth of the branch;
• Cultivates a partnership with the Branch Retail Manager to drive sales and ensure that all customer needs are met;
• Participates in a welcoming lobby experience, working with or directing customers to an appropriate team member based upon their identified needs and encourages utilization of products when necessary;
• Actively participates in business development opportunities (e.g. phone out-reach, community events or groups, meetings with local businesses) to establish visibility in the community and drive business to the branch;
• Helps to foster teamwork in the branch to ensure a positive overall customer experience by participating proactively in all huddles and branch communications and meetings;
• Assists, trains and mentors all branch retail staff by being their primary point of contact.
• Defines and offers solutions to resolve problems. Resolves more complex customer issues. Uses knowledge of the bank to identify helpful resources.
• Identifies financial needs of customers and presents all appropriate product and service options by working cooperatively with appropriate internal team members;
• Proactively educates customers on utilizing available access channels;
• Acts as business product and services expert in the branch, included but not limited to, cash management services, remote deposit services, ICS/CDARS and merchant services;
• Maintains thorough knowledge of procedures required for ATM/ITM settlement, night depository, vault cash, safe deposit, opening/closing procedures, ordering cash, and preparation of cash for shipment and receipt of cash shipment;
• Maintains thorough knowledge of bank regulatory requirements included, but not limited to, Bank Secrecy Act, Regulation CC, Regulation E, Customer Privacy and Information Security;
• Maintains proficiency in bank products and services such as internet banking, bill pay, mobile banking, mobile deposits, card valet and other customer products;
• Develops new customer relationships and/or retains and expands existing relationships by proactively identifying customer opportunities utilizing fundamentals of cross-selling to achieve personal and branch goals;
• Takes ownership of the customer experience, including opening accounts with other products conveyed to the customer and resolving service issues as appropriate through follow-up;
• Cultivates partnerships with back office support to drive sales and ensure that all customer needs are met;
• Prepares and compiles more complex new customer data to open new accounts including, but not limited to, commercial/business checking, individual, retirement accounts, trusts, estates, IOLTAs, representative payees, etc.;
• Maintains trustworthiness, character, professionalism, confidentiality and honesty in dealing with internal or external customers;
• Adheres to Southern Bank Telephone Standards, supporting a favorable environment for open communication and addresses concerns or problems in an open manner;
• Maintains attendance with the ability to work a schedule that may include working overtime, nights, weekends and holidays;
• May be asked to assist at various branches across Southern Banks footprint; and,
• May provide backup to Banking Service Manager in their absence.

Qualifications

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent understanding of the Banks products and services;
• Proficient in business products (i.e. Cash Management, Remote Deposit Capture)
• Demonstrated positive and helpful attitude toward both internal and external customers;
• Good interpersonal communication skills, including the ability to use effective communication skills, understand procedures, and speak clearly to customers, employees and supervisors;
• Good computer skills; and,
• Excellent customer service skills.

EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS

• High school diploma or equivalent.

CORE COMPETENCIES

Building Trust Interacting with others in a way that gives them confidence in ones intentions and those of the organization.

Customer Focus Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers and own organizations needs.

Contributing to Team Success - Actively participating as a member of a team to move the team toward the completion of goals.

Applied Learning - Assimilating and applying new job-related information in a timely manner.

Building Customer Loyalty Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.

Managing Work (includes Time Management) Effectively managing ones time and resources to ensure that work is completed efficiently.

Sales Ability/Persuasiveness Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.