Senior Personal Banking Specialist -Alexandria

A Senior Personal Banking Specialist (PBS) provides advanced support for personal banking services and as needed, will perform complex teller functions with a high level of expertise and accuracy. 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. This role provides high-level expertise in customer service and exemplifies Bell Bank's practices and standards; a Senior PBS provides guidance in complex situations, guided by existing Bell procedures.

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.
  • Manages relationships by offering personalized banking solutions. They may proactively reach out to customers to deepen relationships and address unique needs.
  • Assists with initiatives to attract new customers.
  • Has in-depth knowledge of banking deposit products and partner referral opportunities. They can recommend and customize solutions for customers based on financial goals.
  • Actively identifies cross-selling opportunities and works to grow the customer relationship by recommending financial products and services tailored to customer needs.
  • Meet individual goals and assist in meeting branch goals.
  • Manages overdrafts, collections, and technical exceptions for assigned accounts.
  • Handles escalated or complex account issues, such as account discrepancies or service complaints. They work to resolve these issues efficiently and maintain customer satisfaction.
  • Ensures compliance with policies and regulations for more complex transactions.
  • Help to identify potential risks / fraud.
  • Acts as a mentor to team members, providing training, guidance, and support.
  • They may assist branch managers in improving team performance and implementing best practices.
• Teller Responsibilities: (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 and live Bell Bank’s values, bottom line, customer service standards, Golden Rules, and LOCBUTN by building personal connections with customers and employees and using their names as often as possible.
• Conduct activities consistent with established Bell Bank policies, procedures and systems, the Code of Conduct, 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

• H.S. Diploma or General Education Degree (GED)
• 2-4 years of customer service experience
• 2-4 years of experience in a banking, financial, or professional setting
• Experience using Microsoft products: Outlook, Word, Excel

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 Senior PBS must be flexible in schedule and have ability to commute to any location within a specific region as needed.
• Part Time Senior PBS must work a set minimum number of hours per week, as determined by the branch leadership.