Personal Banking Officer- Online Branch

This position is responsible for cultivating new relationships and maintaining existing deposit and loan relationships by identifying customer needs and cross-selling other retail banking products and services. This position meets various customer requests through a high level of personal contact and by referring customers to other bank departments for additional services.

 

Primary Duties:

• Customer Service and Customer Retention:
  • Counsel customers regarding financial matters, advising them on products and rates, suggesting a strategy to obtain the best results based on individual desires and resources.
  • Resolve customer problems, obtaining information, researching records and following up on details to resolve the matter to the customer’s satisfaction, whenever possible.
  • Increase customer relationships by cross-selling products and services to new and existing customers.
• Production:
  • Process online deposit accounts.
    • Onboard new customer
      • Follow up call
      • Cross-sell - Educate and advise on bank products and services through personal contact; loans, checking, savings, certificate of deposits, individual retirement accounts, and other retail banking services.
  • Process online loan applications.
    • Manage loan portfolio with emphasis in the growth of the portfolio.
  • Process Bridge loans and Simultaneous 2nd’s for mortgage customers.
  • Responsible for the daily handling of overdrafts, collections and technical exceptions on assigned customer accounts.
• Lender Support:
  • Serve as a first level of end user telephone support for Signature UI, Nautilus, DocuSign, nCino, and Retail Lending BellShare Site, maintaining a thorough knowledge of policy and procedure, and compliance regulations.
  • Answer phones promptly and return calls in a timely manner, while providing consistent, accurate answers to team member inquiries. Provide next step guidance for retail lending processes. Provide backup support to other departments/areas of the bank as needed.
  • Record Lender Support calls, including description of guidance provided to support tracking for any necessary follow up training.
• Potentially Flex coverage at branches as needed.
• Sales Programs:
  • Actively participate in the Ask Program.
  • Participate in various professional associations and community activities to enhance the Bank’s visibility and to further personal development.
• Training / Development:
  • Attend and actively participate in training sessions as scheduled.
  • Attend all mandatory security training sessions.
  • Complete online compliance testing quarterly.
  • Attend Customer Service and Retail Lending Meetings
• Volunteer for at least one Bell Bank event per year.
• 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.

Job Skills Required:

• Need to acquire an NMLS#
• Complete familiarity with the Bank’s savings, checking, and lending policies and guidelines, as well as specific loan programs, qualifications, and insurance.
• Responsible for the knowledge and application of banking laws, rules, and regulations, prescribed practices, and ethical standards that are applicable to their position.
• Accuracy and high attention to detail.
• Ability to present oneself professionally at all times.
• Ability to work flexible hours to include evenings and Saturdays (when applicable).