Personal Banker

Work Location:
Cobourg, Ontario, Canada

Hours:
37.5

Line of Business:
Personal & Commercial Banking

Pay Details:
**Job Description**:
CUSTOMER
- Provide sound advice with every customer interaction, contributing to an exceptional customer experience
- Use ability to discover and advise on meeting/exceeding customer needs by asking deeply curious and thoughtful questions
- Improve customer financial confidence through ongoing dialogue and by answering questions
- Provide total financial reviews and provide appropriate recommendations based on the customer's personal circumstances
- Ensure customer issues are resolved in an accurate and efficient manner, escalating issues where necessary
- Possess comprehensive knowledge of the local market, competitive offers, and economic trends to support advice recommendations
- Assist with maintaining a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines, paying attention to the office space in which the personal banker occupies
- Support the frontline with transactions, as necessary
- May act as a point of escalation and support for the frontline and advice colleagues, ensuring customer problems are handled appropriately, when required

SHAREHOLDER
- Contribute to the achievement of business objectives by proactively attracting, acquiring and retaining customers / advice opportunities and referrals, to increase profitability and enable business growth
- Promote and offer full suite of products, advice, services and banking capabilities
- Contribute to business objectives for Operational Excellence
- Support the timely and accurate completion of business processes and procedures
- Protect the interests of the organization - identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary
- Ensure documentation that is prepared / completed is accurate and properly reflects customer / business intentions and is consistent with relevant rules / regulations
- Identify, suggest and actively participate in process improvement opportunities
- Ensure necessary due diligence to support the accuracy of all transactions / activities
- Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
- Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
- Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct

EMPLOYEE / TEAM
- Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
- Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit; demonstrate ability and commitment towards reaching expert level within role
- Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques
- Participate in personal performance management and development activities, including cross training within own team
- Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
- Contribute to the success of the team by willingly assisting others in the completion and performance of work activities; provide training, coaching and/or guidance as appropriate.
- Contribute to a fair, positive and equitable environment that supports a diverse workforce
- Act as a brand champion for your business area/function and the bank, both internally and/or externally

BREADTH & DEPTH:

- Requires specialized expertise to provide complex transaction/ product feature advice and guidance to customers
- Requires specialized skills and expertise in a range of products, services, concepts and processes and could be characterized by moderate - high complexity / risk
- Acts as an advice process/product expert to customers and/or internal partners
- Identifies complex problems and formulates the most appropriate solution
- Acts as a team lead and/or escalation point for complex issues, coordinating the work of others and providing coaching to maintain service, process and product standards
- Uses insights into how the customer or advice team integrates with other teams to coordinate efforts and resources to achieve shared objectives
- Has direct impact on the quality of the duties performed, or services provided, to the advice team and the unit supported
- Implements advice and customer service procedures and approaches to complete work
- Requires tact to exchange ideas and customer information in a concise and logical way; handling of sensitive customer information and resolution of exceptions
- Generally requires specific formal certifications at this level of e