Job Description

A Personal Banking Specialist (PBS) provides basic support for personal banking services, such as account management and performs advanced teller functions with a high degree of accuracy and efficiency and provides comprehensive support for personal banking services. This includes assisting customers with account management, educating customers on Bell Bank’s products and services, and providing assistance on these products to meet customers’ financial needs.

Responsibilities

Personal Banking Duties:

• Delivers exceptional customer service by engaging with customers in a professional, friendly, and efficient manner.
• Conducts professional meetings with current and prospective customers to assess their financial needs and objectives.
• Opens and maintains personal and business accounts.
• Has basic knowledge of banking products, including checking and savings accounts, certificates of deposit, and individual 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’s needs.
• Meet individual goals and assist in meeting branch goals.
• Resolves customer inquiries and issues by gathering relevant information, researching records, and ensuring prompt, satisfactory resolutions.
• Manages overdrafts, collections, and technical exceptions for assigned accounts.

Teller Duties: (Frequency of these functions will be determined by branch needs.)

• Accurately processes simple and complex (sensitive or high value) financial transactions, fulfilling customer requests in a timely manner to ensure the highest customer satisfaction. Assist less experienced team members with handling complex transactions while seeking the best customer resolutions.
• Addresses simple and complex customer issues and grievances as able. Escalates complex customer issues and seeks guidance from senior staff when a situation or grievance falls outside of current policies and procedures.
• Produces high quality technical work with strong attention to detail, ensuring accuracy with minimal errors.
• Knows what services Bell Bank offers and seeks opportunities to refer customers and/or non-customers to appropriate personnel/teams. This role serves as a basic educational resource, providing immediate base-level support to customers on the details of Bell Bank’s products and services.
• Assists in creating a clean and professional environment by maintaining neat, uncluttered tills, teller lines, and customer areas.
• Maintains security and confidentiality of personal customer information.

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

• High school diploma or GED.
• 2-4 years of customer service experience.
• 2 years of working in a banking, financial, or professional setting, preferred.
• Experience using Microsoft products: Outlook, Word, Excel, preferred.

Knowledge, Skills, and Abilities

• Bookkeeping, calculator, and keyboarding skills.
• Good communication, listening, and social skills
• Attention to detail.
• Timeliness and reliability.
• Ability to be flexible, prioritize tasks, and stay poised under pressure.
• Ability to work flexible hours to include mornings, evenings, and Saturdays (branch specific) as scheduled.
• Flex PBS must be flexible in schedule and have ability to commute to any location within a specific region as needed.
• Part Time PBS must work a set minimum number of hours per week, as determined by the branch leadership.