Position Summary: The Personal Bankers are the “frontline sales force”. Their responsibilities include acquiring new clients, cross selling, community outreach/development, retention and portfolio management.  They are required to understand, enforce and be coached on the Bank’s sales process. This position in particular is critical to the business banking sector of the bank which will be largely focused on sales-generation and customer service of the branch.

Essential Duties and Responsibilities:

Sales Process:
 

• Execute Carver Bank internal sales process, which includes the use of our customer profiling tool and follow-up process.
• Develop and execute an individual sales plan for every portfolio customer involving tactics for growing the relationship.
• Responsible to achieve individual sales goals/targets, contributing toward the achievement of branch-wide new acquisition, deposit growth, fee income, referral, and cross-sell targets.

 
Sales Activities (60%):
 

• Business Banking – Demonstrate commercial banking and real estate knowledge. High level knowledge around the loan origination process
• Branch Market Support – Collaborate with branches in the market as the “point of contact” for peers in the market for a segment of loans as identified by market leadership
• Acquire New Clients – Demonstrate growth by acquiring new customers thru outbound calling, engaging customers, and following thru on teller referrals.
• Cross sell additional products and services to existing customers.
• Customer Outreach/Development – Schedule appointments and perform on-site visits or perform outbound telephone calls to community members/businesses to discuss financial solutions; a minimum of two visits/calls with community organizations per week.
• Retention – Leverage existing customers to uncover their financial needs by reviewing current relationship, identifying solutions and discussing options with the customers.
• Portfolio Management – Pro-actively work with an assigned group of customers to deepen their financial relationships by effectively cross-selling other products and services or referring to business partners.
• Teleconsulting – Plan and conduct outbound telephone calls to portfolio customers and/or prospects a minimum of one hour three days per week.

 
Customer Service (40%):
 

• Complete account opening process ensuring appropriate ID is obtained, signature cards completed.
• Follow up with customers post-account opening at the following intervals: 10 days, 6 weeks and three months.
• Fulfill customer service requests to ensure customer satisfaction and retention
• Identify sales opportunities by turning a service issue into a sale (especially life event changes).

• Promote alternate channel delivery (Online Banking, Debit Card, ATM ) making day-to-day banking more convenient for customers.
• Responsible to perform service behaviors as measured in the bank Customer Survey Program, contributing toward the achievement of maximum customer satisfaction and the highest branch ratings.

 
 
Specific Duties:
 

• Open new financial relationships
• Deepen existing financial relationships thru cross-selling
• Sales referrals to internal partners (e.g. Lending Group, Investment Group)
• Manage pipeline of customers and provide high level reporting to market leadership as part of Branch Market Support
• Originates and grows a portfolio of business (credit and depository) relationships to achieve stated individual goals
• Set appointments for account reviews
• Outbound telephone calling

 
Skills Necessary:
 

• Excellent time management and organizational skills
• Adheres to sales processes and action plans
• Ability to think proactively and
• Listens to and acts upon instructions
• Demonstrates accountability
• Excellent verbal communication, interpersonal and problem-solving skills
• Team oriented
• Microsoft Excel and Word experience preferred

 
Background / Experience:
 

• Minimum two years in a sales position required
• Three to five years business banking experience required
• Bachelor's degree preferred
• Lending and small business experience preferred
• Credit training preferred
• Knowledge of various bank products, services, regulations and compliance procedures
• Notary of Public preferred