Personal Banker II

Title: Personal Banker II

FLSA Status: Non-Exempt Employment Status: Full Time

Department: Retail Location: Branch

Reports To: Assistant Branch Manager / Relationship Manager

Date Prepared: 11/21/23 Human Resources Review: March 132024

SUMMARY:

As a valued member of our Retail Branch team the Personal Banker II plays a vital role at Main Street Bank bringing in a wealth of experience and expertise. This position demands advanced skills and knowledge encompassing a diverse array of responsibilities crucial for the seamless operation of the assigned branch.

The Personal Banker II handles a wide spectrum of customer service transactions including both routine teller line operations and those of a more complex collaboration with the Assistant Manager and/or Branch Manager they actively ensure the teller line operates at peak performance including staffing sales and service functions. They may delegate responsibilities and assignments as needed and may even exercise administrative control over teller line functions to align with established bank policies and procedures.

Responsibilities extend to daily teller activities conducting transactions cross-selling bank products fostering customer relationships facilitating account openings and delivering exceptional customer service. The Personal Banker II also plays a pivotal role in guiding customers to the appropriate departments for non-deposit transactions and can lend their support to branch/retail projects.

ESSENTIAL DUTIES and RESPONSIBILITIES:

Statements included in this description are intended to reflect in general the duties and responsibilities of this classification and are not to be interpreted as being all inclusive other duties may be assigned. To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. GENERAL:

• Oversee teller line operations including transaction processing night deposit handling branch balancing vault management ATM maintenance and ensure adherence to bank policies and regulations.
• Provide daily supervision coaching and feedback to staff for exceptional customer service needs assessment and product recommendations.
• Conduct regular meetings with the Assistant Manager/Branch Manager to discuss staffing development needs achievements challenges and performance objectives.
• Act in a leadership role in the occasional absence of the Assistant Branch Manager and/or the Relationship Manager.
• Collaborate to achieve internal performance goals encompassing business volume deposits loans customer relationships and quality audits.
• Offer training and guidance on existing and new processes to department members.
• Foster an inclusive work environment rewarding performance while respecting individual skills and needs.
• Develop and sustain relationships with leaders from other departments aligning with core values and goals.
• Maintain a positive work atmosphere conduct random monthly cash drawer audits and manage cash levels.
• Prepare monthly teller staff schedules handle customer inquiries professionally and adhere to security guidelines.
• Ensure a thorough understanding of branch policies and procedures and can independently handle the opening and closing of the branch.
• Address customer problems promptly and professionally coordinating follow-up actions.
• Maintain comprehensive knowledge of the banks products process transactions and attend seminars to stay updated.
• Handle all customer transactions ensuring accurate balancing and compliance with security procedures.
• Work at the Customer Service desk or teller line maintaining an efficient work area.
• Open various deposit accounts including retirement products and safe deposit boxes with proper documentation.
• Occasionally travel for bank-related purposes maintain knowledge of Bank Secrecy Act regulations and participate in community events.
• Undertake additional duties as assigned.

SALES:

• Shares responsibility for achieving branch goals.
• Participates in Branch activities that generate new business such as promoting branch sales culture and special promotional events.
• Partners with and provides referrals to other areas of the Bank such as Commercial and Mortgage Lending to help fully develop banking relationships.
• In the performance of respective tasks and duties the employee is expected to Up-hold the responsibilities set forth by the National Mortgage Licensing System and Registry (NMLS&R) and the SAFE Act
• Occasionally represents the financial institution in before/after hours and/or weekend networking and community service events.

SERVICE:

• Consistently exceeds customer service expectations by offering excellent service including greeting customers smiling using their name and building rapport with customers designed to generate customer loyalty.
• Maintains a solid knowledge of Banks deposit and loan products as well as additional services offered.
• Provides counsel to existing and potential customers regarding product and/or service selection.
• Evaluates customer problems and complaints and resolves them to ensure customer satisfaction.
• Assists customers with account opening and maintenance

SUPERVISORY RESPONSIBILITIES: In alignment with our Core Values and Lean Principles and with guidance of and coordination with department management:

• Oversee and support the daily operations of the teller line operations including transaction processing night deposit handling branch balancing vault management ATM maintenance and ensure adherence to bank policies and regulations.
• Provide daily supervision coaching and feedback to staff for exceptional customer service needs assessment and product recommendations.
• Act in a leadership role in the occasional absence of the Assistant Branch Manager and/or the Relationship Manager.

LEVEL OF RESPONSIBILITY:

• Interacts independently with branch staff and members of the community to conduct banking needs; resolves customer issues as needed.
• Work is routine and relies on prior directly related experience and specific bank policies and sales programs.
• Work is supervised and role is relied upon to provide subject matter content within the organization.

EQUIPMENT REQUIRED:

• Smart Phone - To enable the MFA (Multi Factor Authentication) facilitating access to MSB systems.

SKILLS REQUIRED:

• High School diploma or equivalent banking courses and/or related work experience
• Experience in a financial institution - retail banking preferred
• Advanced product knowledge
• Proficient in Microsoft Office Suite products and the Internet
• Be registered or be eligible to register and maintain a valid Mortgage Loan Originator IdentifierNumber issued through the National Mortgage Licensing System and Registry (NMLS&R).
• Means and mode to travel to any of Main Street Banks locations as needed on an occasional basis.
• Solid understanding and application of administration activities with an understanding of office procedures and ability to operate standard office equipment

COMPETENCIES:

• Coachable and demonstrable ability to take and implement feedback
• Continuous desire to learn and improve
• Excellent Communication Skills (written and verbal)
• Accurate attention to detail
• Self-Monitoring
• Professionalism
• Adaptability
• Responsiveness
• Independent
• Team orientated.
• Confidentiality & Discretion
• Organizational Skills
• Sound Judgement
• Proficient Prioritization skills
• Resourceful
• Ability to embrace change with a positive approach.
• Motivated and enthusiastic team player
• Relationship Builder - Develops and maintains relationships with officers employees and external contacts and maintains alignment with core values vision strategy and goals.
• Computer Technology Savvy - Utilize technology/systems to improve work processes and use a range of technology to solve problems.

LANGUAGE/COGNITIVE SKILLS:

The person in this position frequently communicates with customers about banking products their bank accounts & transactions and therefore must be able to exchange accurate information in these cases. They will need to use judgment and discretion in decision making situations interpret and follow all Bank policies and procedures write/create reports and business correspondence (Main Street Banks standard language is English). As well as the ability to:

• Speak and effectively present/communicate information and respond to questions from customers groups of managers vendors and other employees.
• Define problems collect data establish facts and draw valid conclusions.
• Read analyze and interpret a variety of documents such as checks bank statements and Loan documents and Bank policies and procedures.

WORKING CONDITIONS AND PHYSICAL EFFORT:

The physical and work environment 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 required to:

Physical Demands/Efforts

• Occasionally lift and/or move up to 25 pounds (i.e. cash drawer coin)
• Frequently required to remain in a stationary position 50% of the time
• Occasionally required to stoop and bend.

Mental & Visual Demands

• Consistently operate a computer for extended periods of time
• Specific vision abilities may be required by this job include close vision distance vision peripheral vision depth perception and ability to adjust focus.
• Regular use of office productivity machinery (i.e. a calculator copy machine fax machine computer printer).

Work Environment and Hazards

• Regularly move throughout the inside the Bank to access resources and individuals.
• Occasional local travel for bank purposes and/or on behalf of the bank (i.e. coverage training networking community events).
• The employee must be able to work schedules that meet the needs of the bank which may include early morning evening and/or weekend hours.
• It is a general office environment where the noise level is moderate.

AMERICANS WITH DISABILITIES ACT

Main Street Bank complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment hiring promotions and/or advancement opportunities termination compensation training and any other conditions or privileges of employment.

The completion of this Application for Employment does not assure a position with Main Street Bank and any offer of employment is conditioned on the satisfactory completion of a background and credit review as determined by the sole discretion of Main Street this Application for Employment nor any document constitutes a contract of employment for a specific term and that any employment relationship that may be established will be at-will and if hired may be terminated at any time for any reason by the applicant or Main Street Bank.

Massachusetts Law - 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.

Massachusetts General Laws c. 151B prohibits employers from (1) terminating or refusing to hire individuals on the basis of genetic information; (2) requesting genetic information concerning employees applicants or their family members; (3) attempting to induce individuals to undergo genetic tests or otherwise disclose genetic information; (4) using genetic information in any way that affects the terms and conditions of an individuals employment; or (5) seeking receiving or maintaining genetic information for any non-medical purpose.

Main Street Bank is an Equal Opportunity Employer.All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age pregnancy genetic information disability status as a protected veteran or any other protected category under applicable federal state and local laws.

Main Street Bank is committed to working with and providing reasonable accommodation to individuals with disabilities. If you need special assistance or an accommodation while seeking employment please call: or send an email to and we will make determination on your request for reasonable accommodation on a case-by-case basis.