This position is responsible for acquisition, retention and expansion of new and existing customer relationships. The Personal Banker provides exceptional customer service by taking ownership of the customer experience from introducing the customer to HomeStreet Bank through profiling the customer, assessing their banking and borrowing needs, and recommending appropriate products based on a thorough knowledge of HomeStreet products and services. This position builds a thorough profile for each customer and maintains frequent personal, phone or email contact in an effort to grow and deepen customer relationships. At all time, provide superior customer service.
Customer Development Activities (up to 50%)
Effectively interviews and profiles customers in order to recommend appropriate banking products and services.
Proactively offers ideas and solutions to help customers recognize possibilities and strategies that will help them build and strengthen their financial position.
Proactively identifies and retains “at risk” customers.
Explains and sells business products to new and existing customers.
Makes use of advertising leads, MCIF lists, personal contacts, referrals from the Bank and branch customer base to build a book of business.
Effectively partners with other business lines within the Bank to identify sales opportunities and provide an outstanding customer experience.
Service Activities (up to 100%)
Sets an example for the CSR staff in the area of customer service and customer advocacy.
Actively listens to our customers, and maintains a friendly, positive, professional attitude. Resolves difficult situations with creativity, tact and diplomacy.
Works with CSRs to find creative ways to make customers feel special.
General Activities (up to 10%)
Maintains a complete understanding of and competency with products, services and the Bank’s business-customer acquisition strategy.
Monitors personal weekly/monthly sales efforts, ensuring sales targets and results are achieved.
May partner with the Customer Service Supervisor to mentor and coach CSR staff to enhance their sales skills.
Participates in branch events/sponsorships and is involved with groups and organizations within the community.
May determine rejects/returns within the branch operation application based on guidelines established by the Branch Manager.
Consistently adheres to the Bank’s policies and procedures regarding branch operations and employment practices, code of ethics, and all federal, state, and local laws.
New Accounts/Teller Activities (up to 30%)
Opens and closes consumer accounts including checking, savings, money markets, certificates of deposit, and IRAs.
Processes complex transactions such as changing account ownership, opening business accounts, living trusts, guardianship accounts, and estate assignments.
Sells annuity products to existing and new customers.
Performs the teller duties of a Customer Service Representative, as needed.
Consumer Lending Activities (up to 20%)
Originates consumer loans, acting as customer advocate to ensure prompt processing of consumer loans.
Completes a minimum of five new customer profiles each week and updates a minimum of five current customer profiles weekly.*
Makes a minimum of five referrals each month to business partners in other business lines within the company.*
In conjunction with the Branch Manager, makes a minimum of two outside business development calls each month.*
*The actual number of completed profiles and outside business development calls may vary from branch to branch, based on the expectations of the branch manager.
Minimum of three years demonstrated sales experience with proven results including diverse customer profiles and complex needs; plus three years in a bank environment in a sales or new accounts role.
BS/BA degree in business/management related field or equivalent experience preferred.
Must hold a Life and Health License (Oregon) or Life and Disability License (Washington).
Ability to identify client needs, present banking solutions and bank products. Recognize closing opportunities and retain and grow customer relationships. Ability to initiate customer contact through letters, email, telephone or personal contact.
Demonstrated exceptional customer service skills.
Ability to encourage open communication by listening attentively and actively. Excellent business writing skills.
Ability to exercise independent judgment. Ability to work quickly and accurately, to analyze information and make decisions.
Excellent multi-tasking skills. Ability to prioritize and perform a variety of concurrent tasks with minimal direction.
Local travel required. Valid driver's license, vehicle, and liability insurance are required.
Requires ability to operate teller and office equipment including computers, adding machines, telephones, typewriters, copy machines, fax machines, electronic credit card authorization terminals, and security devices.
Requires physical exertion of up to 10 pounds of force occasionally (1/3 of the time) and a negligible amount of force frequently (up to 2/3 of the time) to lift, carry, push, pull or otherwise move self or objects. Frequent (up to 2/3 of the time) sitting. Walking, standing, bending and reaching occasionally and for brief periods of time.
HomeStreet Bank is an Equal Opportunity Employer