Talent.com
Lead Personal Banker

Lead Personal Banker

Luana Savings BankNorwalk, IA, US
job_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
  • serp_jobs.job_card.full_time
job_description.job_card.job_description

Job Description

Job Description

Salary : Responsibilities

The Lead Personal Banker performs a wide range of customer service, sales, and operational functions while also overseeing a small Personal Banker team. In addition to handling daily banking tasks, this role provides team coaching, resolves escalated issues, coordinates workflow, and contributes to staff development. The position emphasizes delivering exceptional client experiences, supporting digital other banking services, and fostering strong, trust-based relationships with their team and client base. Lead Personal Bankers also serve as key communicators of bank priorities and initiatives, helping ensure team alignment with organizational goals and changes.

Daily duties of the Personal Banker team may include, but are not limited to, accurately handling cash, deposits and loan payments, cashing checks, account withdrawals, recording night and mail deposits, selling cashiers checks and money orders, balancing all transactions and cash daily, daily processing and assistance with online, mobile, and e-services, ATM / debit cards, fraudulent activity, and more. The Personal Banker team will open, close, and manage a wide variety of accounts for consumers and businesses such as Checking, Savings, or Certificates of Deposit, and more. This team answers customer questions in person or on the phone and cross-sells products and services that may fit customer needs.

This position reports to the Retail Officer and / or Deposit Operations Supervisor. Oversees a team of two Personal Bankers within the branch. All staff members work Saturdays on a rotating schedule (may vary, approx. once per month).

Leadership Duties :

  • Provide day-to-day coaching and support to Personal Bankers, reinforcing best practices in customer service, product knowledge, and operational tasks.
  • Conduct regular transaction and account reviews to ensure accuracy, compliance, and to identify training or process improvement needs.
  • Monitor branch operations to uphold standards of operational excellence; resolve escalated client or transaction issues as needed.
  • Assist in onboarding and training new team members, guiding them on systems, sales techniques, and client interaction strategies.
  • Support branch leadership by coordinating daily workflow, helping manage staff coverage, and fostering a collaborative team environment.
  • Communicate team performance insights and frontline feedback to management to support continuous improvement and strategic decisions.
  • Actively participate in special projects or initiatives, contributing insights, testing new procedures, or assisting with implementation efforts.

Personal Banker Duties and Responsibilities :

  • Accurately handle cash and financial transactions, including balancing a cash drawer daily and ensuring proper documentation for all deposits, withdrawals, and payments.
  • Maintain a strong knowledge of bank products and services to support client needs and request.
  • Open, close, and maintain consumer and business accounts, such as checking, savings, and certificates of deposit.
  • Strong verbal communication skills for in-person interactions and outbound phone calls to clients.
  • Assist customers with digital banking tools and services, including mobile banking, online account access, and debit / ATM card support.
  • Proactively initiate customer conversations to uncover financial needs, present product recommendations, and close sales that align with both client goals and bank objectives.
  • Refer customers to appropriate internal partners for specialized needs, including consumer lending and commercial banking services.
  • Actively engage in client retention by building trust and providing consistent, reliable service.
  • Ability to recognize and respond to potential risks, including identifying signs of fraud, suspicious activity, or security concerns, and escalating issues in accordance with bank procedures.
  • Capacity to manage multiple priorities effectively in a fast-paced, professional environment.
  • Collaborative mindset for working closely with internal teams, including back-office operations, on day-to-day banking functions and special projects.
  • Consistently professional appearance, demeanor, and customer service approach.
  • Commitment to following all established bank policies, procedures, and compliance standards.
  • Attention to detail and accuracy in all aspects of daily operations.
  • Intermediate computer proficiency, including Microsoft Word, Excel, and Outlook, with a willingness to learn new platforms.
  • Ability to adopt and navigate various bank-specific systems and technologies efficiently.
  • Enthusiasm for promoting the banks services within the community and maintaining a strong, positive presence.

    • Desired Skills

  • Minimum of an Associate's Degree preferred in a related field
  • Minimum of 12 months experience in a Teller, Personal Banker, or comparable deposit-related role at a financial institution
  • Prior experience in a customer-facing role, demonstrating the ability to interact professionally, resolve inquiries effectively, and deliver positive, solutions-oriented service in a fast-paced environment.
  • Prior experience in a leadership or supervisory role, demonstrating the ability to guide, support, and motivate team members
  • Experience in Jack Henry core programs (Silverlake, Banno)
  • Civic involvement or volunteerism in Norwalk or surrounding communities

    • Requirements

  • Reside within a 20 mile radius from the designated office or willing to relocate - please include location / relocation details in cover letter or resume submission
  • HS Diploma or GED required

    • Additional Info

  • At-Will, Full-Time position based on 40 hours per week - when scheduled on a Saturday compensating time off is given during the week worked
  • Schedule is 8AM-4 : 30PM M-F; (8AM-11AM Sat)
  • Travel : Minimal for occasional training
  • Employment is subject to a satisfactory background and credit check

    • Benefits

  • Paid Vacation, Sick, Personal, and Volunteer time off, Paid Holidays
  • Salaried position
  • Single, spouse, or family medical coverage offered with majority paid by employer - Employer funded HSA Account compliments the medical coverage plan
  • 401(K) plan with employer match
  • Additional Profit Sharing Plan that tops the industry

    • Luana Savings Bank is the consumer-voted BEST BANK in the Metro (Des Moines Register), operating with around 100 employees across 6 locations. We provide a team atmosphere where new ideas are encouraged. Every staff member is important and appreciated. We understand a successful business relies on staff contentment to provide the best customer experience possible. Our low turnover rate and employee longevity, as many as 50+ YEARS OF SERVICE, is a testament to why professionals choose a career with Luana Savings Bank.

    serp_jobs.job_alerts.create_a_job

    Personal Banker • Norwalk, IA, US