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GENERAL FUNCTION:
Selected candidates are intended to become a Retail Personal Banker I after completing a 4-8 week on-boarding and education program that includes rotations in operations and Sales & Service. There will be a certification at the conclusion of the program to provide selected candidates the opportunity to demonstrate skills necessary to successfully perform a role within the Retail Personal Banker job family. The Personal Banker I is a Financial Center position focused on using the consultative sales process to proactively identify and meet the financial needs of customers or prospects. The Personal Banker I maintains focus on acquiring new households and/or deepening existing customer relationships through a variety of activities, including but not limited to lobby leadership (Financial Centers) or aisle time (Bank Marts) and tele-consulting. This role is responsible for processing teller transactions as well as working as a member of the platform staff.
Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Use the consultative sales process and Financial Needs Assessment to build a thorough customer profile and identify current and future financial needs.
- Maintain an in-depth knowledge of Retail consumer and small business products/services and recommend appropriate solutions using our value proposition.
- Utilize CAMP and other approved Marketing tools to proactively reach out to customers and set appointments for periodic financial reviews.
- Primarily focused on cross-selling to existing customer base and engaging in outside sales activities (i.e. Membership Advantage onsite presentations, business sales calls, community financial literacy events, etc.) as directed.
- Establish close working relationships with assigned Business Partners (Mortgage, Small Business, Commercial and Investment), referring customers when appropriate to provide timely, and holistic financial solutions.
- Consistently meet/exceed customer experience and individual/team production goals and enhance year-over-year revenue growth as measured by the Financial Center P&L.
- Provide guidance to CSRs with respect to the sales and referral process.
- Promote customer satisfaction with a friendly, helpful demeanor and professionalism.
- Act with confidence by answering customer questions and owning customer issues.
- Maintain a position of trust and responsibility by keeping all business confidential.
- Follow the Bancorp Code of Business Conduct and Ethics and other related policies, maintaining ethical behavior at all times.
- Adhere to established policies and procedures while opening/servicing the full range of Retail products.
- Participate in the consumer loan and bankcard process, owning sourced loans from application through closing.
- Participate in the opening/closing process of the Financial Center or Bank Mart as directed by the Financial Center Manager.
- Keep up to date on Retail procedures in place to mitigate fraudulent activity and unnecessary risk or exposure.
SUPERVISORY RESPONSIBILITIES:
None.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
- College degree or work experience providing transferrable skills, or, combination of education and experience.
- Experience in the financial industry preferred.
- Demonstrated ability to develop comfort level with sales activities designed to acquire new consumer household and small business customers and/or cross-sell to established customers.
- Must be able to demonstrate understanding of advanced math functions that will allow for analysis of credit and financial information.
- Ability to professionally represent Fifth Third Bank in terms of appearance and verbal/written communication.
- Demonstrated ability to develop a working knowledge of Retail policies and procedures in order to utilize good judgment in making sound decisions.
- This position requires S.A.F.E. Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS). The NMLS web site (mortgage.nationwidelicensingsystem.org) provides the MU4R questions and registration required for employment in this position.
WORKING CONDITIONS:
- Normal office environment.
- Extending viewing of computer screens.
- This program will require the ability to travel within the affiliate for training as well as scheduling flexibility.
- Travel outside of the affiliate will be required for various classroom training sessions.
Provide excellent customer care to customers regarding daily transactions, addressing inquiries, and problem resolution, in accordance with Fifth Third Bank policies. Refer customers to the appropriate business partner for products and services uncovered during business interactions and/or conversations. This role will be expected to travel to various Financial Centers within the market.
Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Promote good customer experience by consistently providing best in class customer satisfaction by adhering to and applying customer experience key behaviors in a friendly demeanor, exemplifying a can-do attitude, and portraying a willingness to help at all times.
- Have a developed rapport with the customer base and have knowledge of account ownership.
- Act with confidence by answering and/or finding answers to customer questions and finding solutions to customer issues.
- Be responsive and timely with correspondence and problem resolution.
- Maintain a position of trust and responsibility by keeping all customer business confidential.
- Follow the Bancorp Code of Business Conduct and Ethics and other related policies, maintaining ethical behavior at all times.
- Perform daily office responsibilities, working with the platform team, to maintain the efficient operation of the office.
- Maintain a balancing record that is in line with policy and have the ability to find and correct outages and to enlist help as needed.
- Maintain knowledge of the bank policies and financial center procedures, and take responsibility to keep up to date on any changes.
- Handle consumer and business customer problems with professionalism, directing more complex issues seamlessly to the Lead Customer Service Representative or other leadership as necessary.
- Demonstrate sound judgment in decision making, abiding appropriately to established guidelines and procedures.
- Consistently meet or exceed sales referrals, as set by management.
- Actively involve self in daily huddles, sales meetings and staff meetings.
- Maintain a well-developed working knowledge of the complete line of Retail products and services offered, taking responsibility to keep up to date and request assistance for further development needs.
- Initiate conversations to uncover customer needs and effectively refer customers to business partners for the selling and cross-selling of bank products and services.
- Utilize appropriate tools for all referrals sent to business partners for tracking purposes.
- Consistent daily review of tools and dashboards for referral progression and monitoring of referral fulfillment to ensure proper disposition of referrals.
- Continuously increase knowledge and skills through self-motivation, formal education, seminars and in-house training.
SUPERVISORY RESPONSIBILITIES: None.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
- High school diploma/GED.
- Work involves extensive cash handling, which requires ability to perform advanced math functions.
- Work involves contact with the public, necessitating the ability to present a professional image.
- Must have the ability to interact comfortably and confidently with the public and demonstrate the initiative to initiate dialogue.
- Work requires the ability to properly read and write well enough to communicate in both oral and written form.
- Position requires in-depth knowledge of retail policies and procedures in order to perform the essential duties with minimal supervision, which is usually acquired with a minimum of 2 years of CSR experience.
- Work requires the ability to take initiative and utilize sound judgment in decision-making and diplomacy and tact in problem resolution.
- Must be able to work in a team environment with the ability to interact well, and in a positive manner, with co-workers and management.
- Need to have flexibility in scheduling.
- This position requires SAFE Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS).
WORKING CONDITIONS:
- Normal office environment.
- Extending viewing of computer screens.
- Travel will be required.
Float Personal Banker 1- MilpitasTotal Base Pay Range 43,680.00 - 69,900.00 USD Annual
At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.
The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location.
Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html and by consulting with your talent acquisition partner.
LOCATION -- Milpitas, California 95035
Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.
Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.
