Personal Banker Bilingual (English/Spanish)

SUMMARY / OVERVIEW

The Personal Banker is responsible for delivering exceptional customer service while supporting customers with a wide range of banking needs. This role focuses on building strong client relationships, opening and maintaining accounts, proactive in offering product solutions that meet customer goals, and ensuring all transactions and interactions comply with bank policies and regulatory requirements. The Personal Banker serves as a trusted financial resource within the branch, provides technical and product expertise to customers, and supports daily branch operations as needed. Success in this role requires strong communication skills, attention to detail, and the ability to identify opportunities to enhance customer experience.

PRIMARY RESPONSIBILITIES

May perform any or all of the following duties:

Customer Experience & Relationship Support

• Deliver exceptional customer service by engaging customers, identifying financial needs, and recommending appropriate banking products and services.
• Serve as a trusted resource for customers, ensuring timely assistance and resolution of inquiries, issues, and account needs.
• Manage incoming customer service calls and emails, respond promptly to branch operations supervisor to take incoming online appointments as needed. 
• This role is also responsible for supporting digital requests for new account opening personal banker will work with branch operations supervisor for assignment of those opportunities

Operational Support

• Support daily branch operations by ensuring transactions, account openings, and service requests comply with bank policies, procedures, and regulatory standards.
• Assist with maintaining branch readiness, including cash handling accuracy, security protocols, and adherence to operational controls.
• Escalating complex issues to the Branch Operations Supervisor or Branch Manager as appropriate.

Team Collaboration

• Work closely with branch leadership to help ensure adequate staffing coverage by communicating scheduling needs and supporting workflow throughout the day.
• Collaborate with Branch operations supervisor to support consistent processes, accurate documentation, and smooth customer experience.
• Contribute to a positive and results-oriented team environment by sharing information, participating in team initiatives, and supporting branch goals.

Sales & Business Development

• Meet assigned sales and referral goals.
• Actively cross-sell and telemarket deposit accounts, loans, and bank services.
• Open new depository accounts and complete all related paperwork/compliance.
• Refer mortgage and commercial loans to specialized lenders.

Branch Support Functions

• Assist in resolving customer inquiries and operational issues by researching account activity, identifying solutions, and ensuring timely follow-up.
• Support the Deposit Operations team by completing assigned requests and coordinating with branch staff to ensure timely task completion.
• Maintain accurate and up-to-date consumer banking procedures by providing feedback, noting inconsistencies, and supporting staff training as directed.
• Assist with cash management duties, including preparing cash orders and helping maintain appropriate branch cash levels.

OTHER RESPONSIBILITIES

• Follow and enforce First Federal Bank of Wisconsin policies and procedures.
• Follow and enforce all state and federal banking regulations.

REQUIREMENTS / CORE COMPETENCIES

• High School or equivalent experience. Two years branch staff experience, or equivalent experience.
• Bilingual (English/Spanish)

OTHER QUALIFICATIONS / SKILLS

• Sound knowledge of financial services, Bank Philosophy, time management and good communication skills.