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Personal Banker

Job Description

First American Bank was founded in Chicago, and over the years has expanded throughout Wisconsin and Florida. As the largest privately held bank in Illinois, we now have over 60 locations and assets of $5+ billion.  We are a community bank at heart with international expertise, traditional values, and a forward-looking philosophy. Our employees have the experience and vision to meet the needs of savers, borrowers, and businesses in the 21st century. First American Bank can offer employees a level of visibility, career growth, and stability that is difficult to find in many larger corporations.

 

The Personal Banker position is a mid-level role within the Retail Banking Department. This non-exempt (hourly) role services the branch and provides professional customer service across both Teller and Banker functions. Additionally, they serve as a needs-based sales professional who thoroughly understands First American Bank’s retail banking product and service offering.

 

DUTIES & RESPONSIBILITIES

Sales

  • Build and retain meaningful relationships with new and existing customers by identifying needs and educating them about the features and benefits of First American Bank personal banking products.
  • Plan, prepare, and deliver a tailored sales presentation ensuring our products and services are effectively presented to the customer.
  • Identify and engage in sales conversations with customers and assist them in selecting banking products and services that best meet their needs. Responsible for taking Home Equity and other retail loan applications, as well as closing loans, and referring mortgages to internal partners.
  • Partner with other areas of the bank to promote: Business Banking, Wealth Management, Treasury Management, and Merchant services.
  • Participate in outbound calling, local community events, and other related activities to increase market awareness.
  • Meet or exceed assigned sales goals.

Service

  • Manage customer experience, ensuring satisfactory service standards and appropriate resolutions are achieved.
  • Provide high-level customer experiences by assessing and implementing resolution for sensitive customer issues. This includes performing research, reviewing transactions, and redirecting customers to appropriate resources when necessary.
  • Utilize tools and resources to organize and analyze customer data to align customer needs to tailored recommendations for products and services. Manage pipeline to adequately capture conversations and opportunities for prospective and current customers.
  • Perform all daily personal banking tasks, including, but not limited to opening, maintaining, and closing deposit accounts (consumer accounts, business accounts, and IRAs).Exercise judgement with respect to required documentation for specific transactions and evaluate First American Bank’s ability to act upon a request.
  • Assist and educate new and existing customers on available servicing technology which includes online banking and mobile technology.
  • Participate in various customer service phone queues to service customers which includes performing research, reviewing transactions, and redirecting customers to appropriate resources when necessary.
  • Provide teller services including, balancing teller drawer, performing customer transactions, processing cash advances, depositing currency, ordering coin, and other teller services.
  • Adhere to all company policies and procedures.
  • Assist in performing opening and closing procedures of the branch as needed.

Risk Management

  • Analyze and identify risks while conducting customer transactions. Utilize compliance and fraud training to accurately respond and escalate suspicious activity to the appropriate department.
  • Participate in internal audits demonstrating an understanding of internal bank policies and procedures to ensure exemplary customer service standards are met.

 

QUALIFICATIONS:

  • High School degree or equivalent required.
  • College degree in business or related field a plus.
  • Compressive training and professional development are provided to adequately prepare employees, equipping individuals with the skill sets to succeed the role. Trainings will include technical and customer service topics via classroom style, electronic, and one-on-one trainings.
  • This position requires the individual to take loan applications and close loans.
  • This position may require the employee to register and maintain registration with the Nationwide Mortgage Licensing System & Registry (NMLS).
  • Minimum one year of personal banking, customer service, or sales experience required.Ability to handle cash transactions and proficient in working with US currency.
  • Proven track record of sales experience preferred.
  • Must be professional, comfortable speaking with external and internal contacts with a demonstrated ability to tailor the message appropriately to the audience and situation effectively.
  • Demonstrated ability to convey thoughts and ideas effectively and succinctly via written formats, including emails, letters, and electronic platforms. Maintain professional standards relating to spelling and grammar.
  • Maintain credibility through professional demeanor, appearance, and presence by modeling standards appropriate to our environment and industry.
  • Maintain good working relationships with internal partners by exhibiting exemplary interpersonal skills, adopting a constructive, solutions-focused approach.
  • Use sound professional judgment to balance the interests of the organization and customer, understanding and using available resources to mitigate risks.
  • Cold calling sales ability, with assertive, positive, and persistent style.
  • Proficiency with Microsoft 365 products and applications, including the ability to effectively prepare or review documents, procedures, and reports.
  • Demonstrated ability to learn new systems and applications, as well as the ability to understand, adapt and adjust responsibilities/workflows as a result of system upgrades.
  • Occasional travel to other First American Bank locations to assist other branches, Bank functions, and training facilities required.
  • Typically scheduled for a 36 – 40 hour work week with shifts between the hours Monday through Friday 8:00 a.m. to 6:00 p.m. and Saturday 8:00 a.m. to 1:00 p.m. Additional hours may be required to participate in phone queues, after hour meetings, and call nights.
  • Punctuality is required to maintain First American Bank’s customer service standards.

Average salary estimate

$60000 / YEARLY (est.)
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$50000K
$70000K

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What You Should Know About Personal Banker, First American Bank

Join First American Bank as a Personal Banker in Bolingbrook and discover a fulfilling career in the heart of community banking. At First American Bank, a leader among privately held banks in Illinois, we're proud of our roots in Chicago and our growth across Wisconsin and Florida. In this mid-level retail banking position, you’ll provide exceptional customer service while taking on key Teller and Banker functions. Your role will revolve around building lasting relationships with customers: you’ll engage in conversations to understand their needs and guide them through our diverse personal banking products. Your ability to connect with clients and tailor your sales approach will be essential as you assist them with everything from loan applications to account management. We emphasize a collaborative culture, so you’ll have the opportunity to partner with other departments to promote services like Business Banking, Wealth Management, and more. This role not only offers job stability but also room for professional growth, as we invest in comprehensive training to equip you with all the necessary skills for success. Whether you're handling customer inquiries, conducting transactions, or participating in community events, every day at First American Bank provides a platform for you to shine. If you’re passionate about making a difference in community banking and love engaging with people, we’d love to hear from you!

Frequently Asked Questions (FAQs) for Personal Banker Role at First American Bank
What are the responsibilities of a Personal Banker at First American Bank?

As a Personal Banker at First American Bank, your key responsibilities include building and maintaining relationships with customers, assisting them with selecting banking products and services that meet their needs, and managing their overall banking experience. You'll also be responsible for taking loan applications, performing daily banking tasks, providing teller services, and adhering to all company policies to ensure exceptional customer service.

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What qualifications do I need to apply for the Personal Banker position at First American Bank?

To apply for the Personal Banker position at First American Bank, you should have a high school degree or equivalent, with a college degree in business or a related field being a plus. Additionally, at least one year of experience in personal banking, customer service, or sales is required. Proficiency in cash handling and effective communication skills are also essential, while sales experience is preferred.

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How does First American Bank support the training of Personal Bankers?

First American Bank offers comprehensive training and professional development programs to support the growth of Personal Bankers. Training includes various formats such as classroom sessions, electronic learning, and one-on-one training, ensuring you are well-equipped to succeed in your role. This commitment to employee development allows for continuous learning and adaptation in a dynamic banking environment.

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What sales goals should a Personal Banker at First American Bank expect to meet?

As a Personal Banker at First American Bank, you will have specific sales goals to meet, which are designed to challenge and motivate you. Your focus will be on building customer relationships and promoting our personal banking products, including loans and deposit accounts. Achieving and exceeding these goals is an integral part of your role, contributing to both personal and company success.

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What is the working schedule like for a Personal Banker at First American Bank?

The working schedule for a Personal Banker at First American Bank typically involves a 36 to 40 hour work week, with shifts scheduled from Monday to Friday between 8:00 a.m. and 6:00 p.m., and Saturday from 8:00 a.m. to 1:00 p.m. Occasionally, you may need to participate in phone queues, after-hours meetings, and call nights, so flexibility and punctuality are important to meet our customer service standards.

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Common Interview Questions for Personal Banker
How do you build relationships with customers as a Personal Banker?

In building relationships as a Personal Banker, I believe in starting with active listening to fully understand customers' needs, followed by suggesting tailored banking solutions. Building trust through consistent, open communication ensures that customers feel valued and are likely to return.

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Can you describe a time when you resolved a customer issue?

Certainly! While working in my previous role, a customer approached me unhappy about a transaction error. I calmly listened, acknowledged their frustration, and communicated the steps I would take to resolve it. I conducted a thorough review and followed up with them promptly, which not only resolved the issue but also enhanced their trust in our service.

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What is your experience with sales and meeting goals?

I've consistently achieved my sales goals by emphasizing relationship-building and understanding customer needs. I use strategic planning and active outreach to stay informed about potential needs, helping me exceed sales targets while providing value.

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How do you handle cash transactions and ensure accuracy?

To handle cash transactions accurately, I always double-check amounts and follow established procedures meticulously. I’m well-trained in cash handling and auditing transactions for errors and discrepancies to maintain trust and security in the banking process.

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What techniques do you use to educate customers about banking products?

I utilize a consultative approach, explaining banking products in simple, relatable terms, often using examples that resonate with customers’ financial goals. Visual aids and demonstration of features in-store or during follow-ups enhance their understanding and comfort with the products.

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How would you handle a challenging customer?

When handling a challenging customer, I maintain my composure and active listening skills, ensuring I fully understand their concerns. I work toward a resolution by offering options and demonstrating empathy, turning a potentially negative experience into a positive one.

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What steps do you take to ensure compliance with banking regulations?

I stay updated on banking regulations through regular training sessions and diligent review of bank policies. I apply this knowledge to ensure compliance in every customer interaction, especially concerning sensitive areas like loan applications and account management.

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Describe your experience with teamwork in a banking environment.

Teamwork in banking is crucial. I collaborate closely with colleagues to share insights and strategies to meet our goals, often participating in joint initiatives aimed at enhancing customer service standards across the branch.

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How do you adapt to changes in technology within banking?

I embrace changes in technology by proactively engaging in training sessions and practicing new systems to become familiar with them. I enjoy finding ways technology can enhance the customer experience, thereby becoming a resource for clients navigating new digital banking tools.

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What is your strategy for exceeding sales goals?

My strategy for exceeding sales goals involves setting personal benchmarks and developing a deep understanding of customer needs. I stay organized, prioritize follow-ups, and proactively approach leads to maximize my engagement with potential clients.

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For more than 40 years, First American Bank has been focusing on building long-term relationships with customers through high-quality solutions and exceptional service. Our extensive services range from personal products and services to commercial...

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April 19, 2025

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