Job Description

A Personal Banking Officer provides basic support for personal banking services including account management, lending, and building a portfolio of banking clientele. This role involves managing customer relationships, offering tailored banking solutions, overseeing account management, and guiding customers through a comprehensive range of banking products to optimize their financial well-being.

Responsibilities

Account Management

• Delivers exceptional customer service by engaging with customers in a professional, friendly, and efficient manner. Must maintain a high standard of professionalism in all interactions and responsibilities.
• Handles escalated or complex customer issues, such as account discrepancies, credit concerns, or service complaints. They work to resolve these issues efficiently and maintain customer satisfaction.
• Manages relationships by offering personalized banking solutions. They may proactively reach out to customers to deepen relationships and address unique needs.
• Ensures compliance with policies and regulations for more complex transactions.
• Helps identify potential risks/fraud.
• Audits accounts for overdrafts, collections and technical exceptions for assigned customer accounts, and follow up with customers as appropriate.

Lending & Portfolio Management

• Solicits, originates, underwrites, and closes consumer loans.
• Conducts professional customer meetings with current and prospective customers to assess their financial needs and objectives.
• Educate customers on loan features, interest rates, fees, repayment schedules, and potential penalties in a transparent manner.
• Assesses applicant’s financial stability, credit history, and repayment capacity to determine loan eligibility.
• Recommends appropriate loan amounts, interest rates, and repayment schedules based on the borrower’s needs and risk profile.
• Analyzes financial statements, debt-to-income ratios, and collateral value to ensure responsible lending.
• Finalizes loan agreements, ensure compliance with banking regulations, and facilitate timely fund disbursements.
• Identify early signs of delinquency and assist borrowers with restructuring options when necessary.
• Follows up on late payments and collaborate with collections teams to minimize financial losses.
• Handles basic customer requests, such as low-value transactions, simple loan approvals, or resolving simple disputes.
• Has basic knowledge of banking products, including loans, lines of credit, retirement accounts. They can recommend and customize solutions for customers based on financial goals.
• Actively identifies cross-selling opportunities and works to grow the bank’s portfolio by recommending financial products and services tailored to customer needs.
• Meet individual goals and assist in meeting branch goals.

Bell Bank Culture, Policy and Accountability Standards:

• Know by name and face as many customers and employees as possible, calling them by name as often as possible.
• Know and practice LOCBUTN, our Golden Rules, and Bell Bank Customer Service Standards.
• Know, understand, and live the company values and bottom line.
• Conduct activities consistent with established Bell Bank policies, procedures and systems, the Bell Bank Employee Conduct policies, the Bank Secrecy Act and all applicable state and federal laws and regulations.
• All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
• Prompt and reliable attendance.
• Perform other duties as assigned.

Education, Experience, and Other Expectations

• Bachelor’s degree in business administration, finance, a similar field, or equivalent experience.
• 3-5 years of customer service and/or account management experience.
• 3 years of experience in a banking, financial, or professional setting.
• Must possess active NMLS#.
• Experience using Microsoft products: Outlook, Word, and Excel.

Knowledge, Skills, and Abilities

• High attention to detail.
• Strong communication skills.
• Familiarity with savings, checking, and lending policies and guidelines, as well as specific loan programs, qualifications, and insurance.
• Familiarity with banking laws, rules, and regulations, prescribed practices, and ethical standards that are applicable to their position.
• Ability to work flexible hours to include mornings, evenings, and Saturdays (branch specific) as scheduled.