Role and Responsibilities of a Personal Banking Officer
The position of a Personal Banking Officer (PBO) is a key role within the banking sector, primarily responsible for providing basic support for personal banking services. These services include account management, lending, and building a portfolio of banking clientele. The PBO’s role is multifaceted, encompassing customer relationship management, offering personalized banking solutions, account oversight, and guiding customers through a comprehensive range of banking products to optimize their financial well-being.
Account Management
A PBO delivers exceptional customer service, engaging with customers in a professional, friendly, and efficient manner. A high standard of professionalism is expected in all interactions and responsibilities. They handle escalated or complex customer issues, such as account discrepancies, credit concerns, or service complaints. They work diligently to resolve these issues efficiently to maintain customer satisfaction.
Additionally, PBOs manage relationships by offering personalized banking solutions. They may proactively reach out to customers to deepen relationships and address unique needs. They ensure compliance with policies and regulations for more complex transactions and are responsible for identifying potential risks/fraud. Also, they audit accounts for overdrafts, collections, and technical exceptions for assigned customer accounts, following up with customers as appropriate.
Lending & Portfolio Management
On the lending front, a PBO solicits, originates, underwrites, and closes consumer loans. They conduct professional customer meetings with current and prospective customers to assess their financial needs and objectives. It is their responsibility to educate customers on loan features, interest rates, fees, repayment schedules, and potential penalties in a transparent manner.
The PBO assesses an applicant’s financial stability, credit history, and repayment capacity to determine loan eligibility. They recommend appropriate loan amounts, interest rates, and repayment schedules based on the borrower’s needs and risk profile. They analyze financial statements, debt-to-income ratios, and collateral value to ensure responsible lending. Finally, they finalize loan agreements, ensure compliance with banking regulations, and facilitate timely fund disbursements.
Moreover, PBOs identify early signs of delinquency and assist borrowers with restructuring options when necessary. They follow up on late payments and collaborate with collections teams to minimize financial losses. They also handle basic customer requests, such as low-value transactions, simple loan approvals, or resolving simple disputes.
Having basic knowledge of banking products, including loans, lines of credit, retirement accounts, PBOs can recommend and customize solutions for customers based on financial goals. They actively identify cross-selling opportunities and work diligently to grow the bank’s portfolio by recommending financial products and services tailored to customer needs. They strive to meet individual goals and assist in meeting branch goals.
Bell Bank Culture, Policy and Accountability Standards
As part of the Bell Bank culture, a PBO is expected to know as many customers and employees as possible by name and face, calling them by name as frequently as possible. They should know and practice LOCBUTN, the Golden Rules, and Bell Bank Customer Service Standards. They must know, understand, and live by the company values and bottom line.
PBOs are expected to conduct activities consistent with established Bell Bank policies, procedures, and systems, the Bell Bank Employee Conduct policies, the Bank Secrecy Act, and all applicable state and federal laws and regulations. Every employee is responsible for information security, including compliance with policies and standards which protect sensitive information. Prompt and reliable attendance is a must, and they may also be expected to perform other duties as assigned.
Education, Experience, and Other Expectations
The typical requirements for a PBO position include a Bachelor’s degree in business administration, finance, or a similar field, or equivalent experience. They should have 3-5 years of customer service and/or account management experience and 3 years of experience in a banking, financial, or professional setting. The PBO must possess an active NMLS# and have experience using Microsoft products: Outlook, Word, and Excel.
Knowledge, Skills, and Abilities
A PBO should have high attention to detail and strong communication skills. They need to be familiar with savings, checking, and lending policies and guidelines, as well as specific loan programs, qualifications, and insurance. They should also be familiar with banking laws, rules, and regulations, prescribed practices, and ethical standards applicable to their position. The ability to work flexible hours to include mornings, evenings, and Saturdays (branch specific) as scheduled is also required.
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