Personal Banker I
First Citizens - Toccoa, GA

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Position Description:

Personal Bankers provide a high level of customer service by meeting the immediate needs and anticipating and acting on future needs. They are knowledgeable about the products and services offered by First Citizens and proactively identify opportunities to refer customers to their branch/market colleagues and across lines of business. They act in a pivotal role within the branch ensuring the lending and deposit needs of customers are met and customers have the appropriate mix of products and services. They operate within their authorized lending limits (if applicable) and refer all other lending opportunities to the appropriate associate. This role has day-to-day responsibility for the delivery of superior customer service, operational integrity, and adherence to bank policy as well as all Federal and State regulations. They routinely demonstrate and apply the standards of We’re on it that support the bank’s core values of service, accountability and common sense in day-to-day performance.

Primary Responsibilities:
Credit Risk Management (Associates with assigned portfolios and lending limits)
• Based on lending authority, manages an assigned loan portfolio ensuring all documentation is in place and applicable terms and conditions are adhered to
• Routinely reviews the asset quality of all loans assigned, ensuring referrals of problem situations are made to the appropriate associate
• Approves credit applications (including overdrafts) within assigned lending authority, refers approvals outside of authority to an appropriate associate
• Maintains a basic knowledge of consumer credit policies and procedures
Sales Performance and Leadership
• Practices the standards of We’re on it and Customers First in every customer interaction, adding value to the customer experience and helping to maintain satisfactory branch survey results
• Maintains an in depth knowledge of retail ancillary services, deposit products and consumer “non real estate” lending products. Understands the basics of other lending products and cash management services. Has an awareness of all other financial services offered by the bank and it’s affiliates
• Proactively targets household acquisition through Workplace Banking and other tools
• Generates referrals to other lines of business where the customer relationship can be more fully leveraged; to include Commercial, Private Banking, First Citizens Securities, Cash Management, and Merchant Services
• Provides financial advice by having conversations with customers to understand their needs, uncover current and future opportunities, and recommend a full range of deposit/loan products and service solutions (Needs Based Selling)
• Uses TouchPoint as a contact management tool to support customer retention and source proactive contact opportunities
• Documents customer contacts, information gathered and outcomes in TouchPoint for future reference and follow up
• Is available for more complex customer servicing issues not able to be resolved by the Teller Leader or Tellers
• Uses self analysis techniques to assess opportunities to improve personal quantity and quality of customer contacts and openly asks for coaching support
Operating Efficiency
• Operates within all delegated authorities for lending limits (if applicable), service charge refunds, waived fees, check negotiation and rate deviations
• Adheres to all compliance requirements, including Customer Identification Program and all product documentation and disclosure requirements
• Accurately completes documentation for all products and services minimizing exceptions to reduce customer impact
• Reviews reports (NSF/Overdraft reporting, CIP Exception List, Missing Signature Card Report, and the Safe Deposit Box Income/Rent past due) ensuring appropriate and timely action is taken
• Completes annual training and assessments
• Adheres to all bank policies and regulatory requirements
• Participates in sales meetings, goal setting sessions and huddles, looking for opportunities to enhance personal and colleagues performance
• Routinely makes and asks for qualified referrals to/from other business partners
• Maintains a positive working relationship within branch, between branches and with home office associates
• May post maintenance, obtain documentation and conduct follow up for other associates for loan and deposit accounts
• Assists other associates with opening and closing of branch and may act, in the absence of the Retail Sales Manager as the associate in charge
• Shares best practices within branch, market, division and bank to build success and shares opportunities with Retail Sales Manager to provide recognition or reward to all associates
• Performs other duties not described in the position description in support of the overall bank
Position Requirements:
Ability to explain product concepts clearly and confidently to customers
• Proven successful sales record
• Experience in sales relationship development for establishing rapport and negotiating
• High school diploma or equivalent; college degree preferred
• Computer skills to include Microsoft Windows

About this company
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With roots dating back to 1913, First Citizens serves customers in South Carolina and Georgia through an extensive network of branches and...