*** LOCATIONS: (ILLINOIS, WISCONSIN, INDIANA) MULTIPLE POSITIONS NEEDED FOR EACH The Personal Banker will ensure the customer’s needs are achieved by conducting a thorough financial needs assessment and offering the most appropriate products and services that fulfills the customer’s immediate and future financial needs. Under direct supervision, the Personal Banker will generate leads, build new and maintain existing customer relationships, resulting in outcomes that define great customer experience. The Personal Banker is accountable for delivering clarity to customers through simplicity, guidance, and know-how. KEY ACCOUNTABILITIES Sales/Production Develop, maintain and support the sale of banking products and services by generating and following up on leads. Works with prospective and existing customers to assess potential overall banking needs. Identify and sell or refer appropriate banking products based on strategic analysis of customer financial needs after conducting an in-depth customer needs assessment. Deliver clarity to customers by providing simplicity, guidance, and know-how. Generate new customer relationships by consistently applying the Sales concept to all new/ prospective customers – 100% of the time. Cultivate and strengthen current customer relationships by staying abreast of the customer’s needs; maintain a customer needs analysis and assesses the overall financial needs of the customer; follow up when appropriate to present products and services that will meet the customer’s overall financial goals. Meet or exceed current sales revenue goals by selling and cross-selling bank products and services to retail, mortgage and small business customers that satisfy the financial needs and goals of the customer; refer qualified customer leads to Mortgage, Business Banking, Private Banking, etc. in order to successfully fulfill goals. Personal Banker may be required to create and execute individual mortgage sales plans and revenue goals. The Banker will analyze customer financial, credit data and other relevant information to evaluate level of risk as well as present viable financial alternatives and advice to customers. The Banker will receive customer applications, quote mortgage rates/points and complete necessary follow-up activities to acquire mortgage sales. Have an understanding and apply basic sales skills and product knowledge including deposit and loan products. Conduct targeted sales calls (phone or in-person [with Bank Manager, when appropriate]). Work collaboratively with the Retail Team and all lines of business to improve the customer experience; inspire trust and motivate others, embrace opportunities for learning, partner with colleagues and share knowledge while embracing the Customer Promise. Relationship Management/Customer Experience Define great customer experience by consistently providing exceptional customer service, consisting of a friendly demeanor, sense of urgency and willingness to assist the customer at all times, ensuring issues and requests are solved promptly, thoroughly, to the customer’s satisfaction. Initiate and maintain customer contact through a variety of methods, including, but not limited to face-to-face customer interaction (walk-in traffic), telemarketing and call night activity and community involvement (attending community activities that may generate new customer leads and supports Bank’s overall CRA goals and initiatives). Meet or exceed all established activity goals (face to face appointments, voice to voice calls, etc.) to drive sales and referral results. Intradepartmental relationships Build and maintain professional working relationships with all internal employees, and all other lines of business Reviews and evaluates all documentation submitted for referrals and/or processing to ensure completeness and accuracy in order to increase approval, transaction and turnaround times. Actively participates in team huddles and sales meetings to ensure that branch goals are achieved. Coach and develop the Service Representative Team to ensure desired number of qualified sales referrals is achieved; provide product update and just-in-time training during branch huddles. Compliance 100% adherence to branch’s internal policies and procedures to ensure 100% pass rates of internal audits. Complete all sales reports thoroughly and in a timely manner. Keep abreast of laws and regulations that affect compliance issues relating to banking products and services. Adherence to all operational, regulatory and security requirements, directives and procedures while minimizing losses. Deliver customer satisfaction while embracing the operational policies. Training Provide guidance, direction and effective coaching to Retail Bank Team to ensure individuals have a working (proficiency) level of the retail sales environment. Keep abreast of updated systems, policies, products and services by participating in all applicable systems, retail and product focused training. 100% compliance with bank’s regulatory training. Other Perform other duties as assigned. CROSS-FUNCTIONAL RELATIONSHIPS: This role requires the incumbent to interact with the following processes and/or groups: The incumbent will function as a collaborative member and work closely with the following key internal partners: Service Representative staff (all levels) Business Banking Mortgage Sales Team Investor Service Broker Sales team Retail sales management Retail product and marketing groups Private Bank ROLE SCOPE AND IMPACT: This role has direct or in-direct impact on the following: Year over year increased retention and growth of the consumer and commercial deposit and loan portfolio (goal is determined by Bank Manager and Regional President). Cross-sell bank’s products and services (goal is determined by Bank Manager and/or Regional President). KNOWLEDGE AND SKILLS: a) Knowledge: · Associate’s degree or equivalent work experience required; college degree preferred. · Working to in-depth knowledge of all retail bank products and services · 3-5 years of banking experience or 3-5 years previous experience in a customer contact/sales position or equivalent required · Working to in-depth knowledge of state and federal laws and regulation related to Fair Lending and other applicable regulations. b) Skills: · Excellent sales skills · Ability to influence – asking for the business and closing the sale · Strong interpersonal and verbal/written communication skills · Strong organization skills · Analytical aptitude a must · Excellent team player · Self-starter & assertive · Attention to detail is critical · Ability to multi-task
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