Role and Responsibilities of a Personal Banking Specialist
Are you familiar with the term Personal Banking Specialist (PBS)? If not, then you should be. A PBS plays a key role in the banking industry, providing essential support for personal banking services. This includes everything from account management to performing advanced teller functions, and everything in between. Let’s take a closer look at what a PBS does and why they are an indispensable part of the banking ecosystem.
Delivering Exceptional Customer Service
At the heart of a PBS’s duties is the delivery of exceptional customer service. They engage with customers in a professional, friendly, and efficient manner, always striving to provide an exemplary banking experience. This involves conducting professional meetings with both current and prospective customers to assess their financial needs and objectives. Moreover, a PBS is responsible for opening and maintaining personal and business accounts for customers, ensuring their banking needs are met efficiently and effectively.
Product Knowledge and Cross-Selling
A PBS is expected to have a comprehensive understanding of a variety of banking products. This includes checking and savings accounts, certificates of deposit, and individual retirement accounts. They leverage this knowledge to recommend and customize financial solutions for customers based on their unique financial goals. Furthermore, they actively identify cross-selling opportunities, working to grow the bank’s portfolio by recommending suitable financial products and services.
Resolving Customer Inquiries and Managing Overdrafts
A PBS also takes on the responsibility of resolving customer inquiries and issues. This begins with gathering relevant information, researching records, and ensuring prompt, satisfactory resolutions. In addition, they manage overdrafts, collections, and technical exceptions for assigned accounts, ensuring that customers’ financial matters are handled with utmost accuracy and efficiency.
Teller Duties and Ensuring High Quality Work
In addition to their banking duties, a PBS also performs teller functions. This involves processing simple and complex financial transactions accurately, fulfilling customer requests in a timely manner, and ensuring the highest customer satisfaction. They are expected to produce high-quality technical work with strong attention to detail, ensuring accuracy with minimal errors. Furthermore, they maintain the security and confidentiality of personal customer information, adhering to industry best practices and regulations.
Bell Bank Culture, Policy and Accountability Standards
As part of the Bell Bank team, a PBS is expected to know and practice the company’s culture, values, and standards. This includes knowing by name and face as many customers and employees as possible, practicing LOCBUTN (our Golden Rules), and living the company values and bottom line. They are also expected to conduct activities consistent with established Bell Bank policies, procedures, and systems, ensuring compliance with the Bank Secrecy Act and all applicable state and federal laws and regulations.
Educational and Experience Expectations
Becoming a PBS requires certain educational and experience expectations. This includes a high school diploma or GED, 2-4 years of customer service experience, and preferably 2 years of working in a banking, financial, or professional setting. Additionally, experience using Microsoft products like Outlook, Word, and Excel is preferred.
Knowledge, Skills, and Abilities
A PBS needs to possess a certain set of skills and abilities. This includes bookkeeping, calculator, and keyboarding skills, good communication, listening, and social skills, attention to detail, timeliness and reliability, and the ability to be flexible, prioritize tasks, and stay poised under pressure. Moreover, a PBS must be willing to work flexible hours, including mornings, evenings, and Saturdays, as scheduled.
In conclusion, a Personal Banking Specialist plays a vital role in the banking industry. They provide comprehensive support for personal banking services, ensuring that customers’ financial needs are met with accuracy, efficiency, and a high degree of customer satisfaction. They are truly the backbone of the banking industry, contributing to the overall growth and success of the bank.
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