We will earn our customers' business every day, by being the very best at what we do.

FRANKLIN SAVINGS BANK

Functional Position Description

Personal Banker 2

Non-Exempt

Service Criteria

All individuals holding positions within Franklin Savings Bank are responsible for conducting themselves in a manner consistent with FSB’s Pledge of Excellence. The Pledge of Excellence describes standards of conduct that will be consistently demonstrated with customers and coworkers. These include Accuracy, Quality Service, Professionalism, Confidentiality, Teamwork, Respect, Timeliness, Innovation, Communications, and Enjoying the Journey. All employees are expected to be familiar with the descriptions of these standards and to understand the importance of consistently demonstrating them while performing their duties.

Purpose

Following the bank’s Mission and Vision, the goal of this position is to actively develop new business and expand existing customer relationships. The incumbent will assess and handle customers’ banking needs, obtain and process customer/account information and transactions, and sell bank deposit and loan products and services. The Personal Banker will actively refer customers to the appropriate area of the bank or its affiliate, Independence Financial Advisors (IFA). This position may include consumer loan origination and closing, account opening, safe deposit transactions, and branch opening/closing procedures. Incumbents are encouraged to actively engage in their own advancement and continued development of knowledge and job skills. Individual skill development will be supported through ongoing training and coaching by the manager.

This position is accountable to the Branch Manager.

Duties and Responsibilities

• Responsible and accountable for representing the bank in a courteous, friendly, confidential, knowledgeable and professional manner to ensure that each customer’s experience exceeds expectations.
• Responsible for providing prompt, efficient and accurate service in processing all transactions and service requests, whether in person or over the phone, to customers and co-workers.
• Satisfactorily complete required compliance, regulatory and internal training.
• Open new deposit accounts according to compliance policies. Accept consumer loan applications and complete arrangements for document signing and loan closings. Open and allow access to safe deposit boxes, update existing accounts and perform other deposit services such as direct deposit, wire transfers, stop payments, etc.
• Consistently use all sales techniques, including exploring customers’ needs through the use of questioning skills and benefit statements to ensure a consistent and valued customer experience.
• As a participant in the Retail Banking RoadMap Incentive Plan, must at a minimum, meet individual performance expectations which will contribute to the attainment of branch and department goals.
• Meet or exceed individual goals for sales and referrals. Provide remarkable customer service through all customer interactions.
• Comply with proper disclosure requirements, state and federal regulations, including but not limited to consumer privacy policies, CIP and Funds Availability.
• By maintaining a general knowledge of services offered through IFA, identity referral opportunities to attain goals established for investment and insurance referrals.
• Drive efforts in the branch to identify and implement a positive overall customer experience which will build customer loyalty and enhanced relationships.
• Adhere to all operational controls, including legal, corporate, and regulatory policies and procedures to ensure the safety and security of customers and bank assets.
• Deepen consumer and business customer relationships by effectively recommending bank products and services that meet financial needs.
• Resolve account service issues and respond to customer inquiries promptly and effectively.
• Responsible for buying and selling cash from the vault, ensuring cash drawer limits are not exceeded and drawer is locked when unattended.
• Responsible for balancing cash drawer daily, adhering to balancing guidelines and retail performance guidelines.
• Update customer relationship management systems with appropriate information.
• Provide for the proper security of all non-public personal information (NPPI).
• Responsible and accountable for maintaining knowledge of the bank’s products and services and can demonstrate proficiency in the use of our electronic delivery solutions.
• Promotes team efforts in all areas.
• May provide limited supervisory guidance to include system overrides, opening and closing of branch and check approvals.
• Assist with the daily branch operations, including balancing of vaults, and ATM’s, coin machine maintenance, cash advance terminals and branch negotiables.
• Adhere to all safety, security and soundness policies.
• Properly identify customers to protect both the customer and the bank from loss.
• Determine proper funds availability based on regulatory requirements and complete hold notices as needed.
• Resolve account service issues and respond to customer inquiries promptly and effectively.
• Receive checks and cash for deposit, verify amounts, examine checks and cash for validity, ensure all transactional documents are properly endorsed and/or signed.
• Perform customer transactions including but not limited to the following:
• Process deposits and withdrawals.
• Accept loan payments.
• Count and roll loose coin.
• Issue bank checks and money orders.
• Cash checks.
• Perform credit card cash advances.
• Process night and mail deposits.

*Note: The duties outlined are representative only and are not intended to include all possible assignments to this position or position classification. Additional duties may be assigned.

*

Working Conditions

Moderate physical effort and occasionally demanding work requiring dexterity, visual attention and application as needed for the operation of front-line computer terminals, drive-up windows, personal computers and various other types of office equipment.

Physical effort and lifting are required with the handling of materials and supplies, including the transport of coin and currency to and from the vault.

May be seated or standing for extended period of time with the freedom of movement on a regular basis.

Well lighted and ventilated office environment.

*External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act, must be able to perform the essential functions (as listed) either unaided, or with the assistance of reasonable accommodations, to be determined by management on a case-by-case basis.

This job description represents an overview of the essential functions of this position. This is not a complete listing of all required duties. Specific duties may vary over time to meet the needs of the bank.

Franklin Savings Bank reserves the right to change the job duties as business requirements dictate. Employees will be expected to perform other reasonably related duties as may be required by Management.

Every employee works for Franklin Savings Bank, not just for a particular manager. Accordingly, employees are expected to act in the best interests of the bank, even if doing so requires actions and responsibilities not listed in the above job description.

Job descriptions are not intended as, and do not create, employment contracts. The bank maintains its status as an at-will employer.

Job Type: Full-time

Pay: From $17.45 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Physical setting:

• Office

Schedule:

• 8 hour shift
• Day shift
• Weekend availability

Ability to commute/relocate:

• Concord, NH 03303: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Cash handling: 1 year (Preferred)
• Banking: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: In person