Personal Banking Representative Job Description
Personal bank representatives provide support to bank clients. They assist with account management, check processing, and other transactions. On a more strategic level, they act as advisors to promote best-fit products and services. Good customer service is a must, and so is proactively reaching out to potential clients through events and marketing campaigns. Most personal banking representatives stay inside a bank, following its schedule of daytime hours. For those who work remotely and communicate with clients mainly over the phone or online, weekend or evening shifts are possible.
Personal Banking Representative Duties and Responsibilities
Personal banking representatives perform several duties that are mostly customer-oriented. Our analysis of job listings shows that these are their core responsibilities:
Maintain Client Relationships
The primary task of personal banking representatives is understanding the client’s financial background and goals, then creating a strategy to achieve those goals. They may refer clients to specialists or suggest bank services. All throughout, they must ensure a comfortable customer experience, communicating information clearly and assisting with procedures.
Personal banking representatives spend much of their time processing bank transactions, including loan payments, deposits and withdrawals, and coin and cash orders. Aside from guiding customers during these transactions, they check for consistency as well as compliance with the bank’s policies and procedures.
Sell Products and Services
Using their keen awareness of clients’ pain points, personal banking representatives can practice cross-selling, where they recommend additional bank services. This is especially effective for long-term clients with evolving needs. Personal banking representatives also search for new clients through cold-calling or lead follow-ups.
Contribute to Marketing
Personal banking representatives take an active role in the bank’s marketing and business development activities. They represent the bank during community events, where they promote products and build a network of potential clients. In addition, since they deal with people firsthand, they can supplement market research with their experiences.
This position often involves coaching other bank employees on increasing sales and improving customer service, with an emphasis on achieving branch goals. Another common duty is orienting new hires about job expectations, company products and services, and compliance.
Personal Banking Representative Skills and Qualifications
Without a doubt, personal banking representatives should be knowledgeable about banking and finance and combining this expertise with strategic thinking to create actionable plans for clients. Being good with people is also important, whether they’re giving updates or pitching a product. In addition to a business-related degree, hiring managers value the following skills:
- Financial knowledge – personal banking representatives must be well-versed in general finance as well as specific products and services in order to guide clients
- Customer service – when interacting with clients, personal banking representatives maintain a courteous, helpful attitude, efficiently implementing requests and addressing all concerns and inquiries
- Problem-solving skills – a personal banking representative matches clients with bank solutions based on their current situation and goals, so problem-solving is vital
- Interpersonal skills – because they’re always building client relationships, successful personal banking representatives have excellent interpersonal skills. Motivated by a genuine desire to help, they easily establish trust and rapport
- Persuasion – personal banking representatives optimize sales opportunities by reading people well and highlighting the aspects of the products most relevant to them
Tools of the Trade
Personal banking representatives should be familiar with the following tools:
- Financial documents (such as checks, bond agreements, or bank statements)
- Bank software (such as eFLOW, Finacle, or CapitalBanker)
- Teller systems (such as EZTeller, ARGO Teller Payments, or MIMICS Teller System)
- Microsoft Office (including Word, Excel, and PowerPoint)
Personal Banking Representative Education and Training
Job postings for personal banking representatives generally require a high school diploma at minimum, but most employers prefer an associate’s or bachelor’s degree in finance, business, or a related field. They also look for at least one year of experience in customer service, cash-handling, or banking. Successful candidates can expect initial training focused on the technical aspects of the job, such as information sessions on bank offerings or software tutorials.
Personal Banking Representative Salary and Outlook
According to PayScale, personal banking representatives earn a median annual salary of $35,000, or $15.73 per hour. The lowest 10 percent of earners make $25,000, while the highest 10 percent make $43,000.
The Bureau of Labor Statistics (BLS) predicts that employment for customer service representatives, which includes personal banking representatives, will grow 5 percent by 2026. The increasing emphasis on customer service bodes well for this sector, but automated systems will take over many tasks. However, personal banking representatives have an advantage because their role hinges on strategic thinking and sales, which makes it less prone to automation.
If you think a career as a personal banking representative fits you well, check out the following curated resources:
The Psychology of Selling: Increase Your Sales Faster and Easier Than You Ever Thought Possible – personal banking representatives who want to improve their sales will find this book useful. It delves into the psychology behind why people buy, then presents concrete tools and techniques that readers can immediately apply to their career
Association of Financial Professionals – this diverse organization offers a networking platform for those working in treasury and finance. Aside from offering top certifications, AFP owns several subcommunity websites, and it’s in charge of the largest global conference for financial professionals
Dictionary of Banking Terms – banking is an information-heavy field with extensive jargon.
This user-friendly reference book, which comes with diagrams and line art, is great for students, business managers, and banking professionals who need to look up terms
American Bankers Association – ABA is the premier organization for American banks. Membership is only for institutions, but those in finance, including personal banking representatives, can peruse the website for industry information, from banking policies to resources for various specializations
Breaking into Banking: Cracking the Code on Launching a Successful Career in Commercial Banking – written in a direct, casual style, this book clarifies what it takes to get into commercial banking, with emphasis on lending. It defines basic concepts that candidates should know and gives thorough advice on the job application process
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