Online Personal Banker – Hybrid/Remote
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Job Description:
First American Bank was founded in Chicago, and over the years has expanded throughout Wisconsin and Florida. As the largest privately held bank in Illinois, we now have over 60 locations and assets of $5+ billion. We are a community bank at heart with international expertise, traditional values, and a forward-looking philosophy. Our employees have the experience and vision to meet the needs of savers, borrowers, and businesses in the 21st century. First American Bank can offer employees a level of visibility, career growth, and stability that is difficult to find in many larger corporations.
The Online Branch Personal Banker is responsible for processing accounts submitted online and performing tasks related to servicing retail products and their operations. This hourly (non-exempt) position is responsible for the overall processing of the new account applications submitted through the Online Branch and Health Account Services, as well as providing personalized customer service by assessing customer needs including customer issues, fee reversal requests and additional account maintenance.
DUTIES & RESPONSIBILITIES:
- Complete daily tasks for the Online Branch and Health Account operations, as assigned, which include, but are not limited to: Work on various reports to confirm maintenance is completed correctly, identify system failures, mitigate risk to the bank and to review exceptions.
- Complete application reviews with the applicant applying for accounts through the online account opening and Health Account Services platforms.
- Complete tasks related to new online accounts.
- Process accounts through the Online Account Opening platform and Health Account Services platform and open accounts manually, as needed.
- Log all customer interactions in the Banks case management system.
- Analyze and identify risks while conducting customer transactions. Utilize compliance and fraud training to accurately respond and escalate suspicious activity to the appropriate department.
- Work on related email boxes and online chat programs, as assigned. This includes, but is not limited to, support to branch and vendor personnel, completing maintenance to accounts, account closures, and responding to customer questions.
- Educate and assist new and existing customers by actively taking calls in the Online Branch phone queue.
- Maintain good customer and vendor relations via phone and email to provide product and service information, troubleshoot, resolve more complex customer issues and escalate situations to management when needed.
- Analyze a customer’s needs to identify sales opportunities and identify or mitigate loss as Marketing Call Database calls are completed. These calls include Welcome Calls, Cross Sell Calls (2 month and 4 month opportunities), and Overdraft Calls.
- Understand system functionality and ensure that transactions are input appropriately and accurately.
- Ensure that all necessary documentation is completed for all transactions.
- Assist with other Central Operations Functions, duties, and tasks as assigned.
QUALIFICATIONS:
- High school degree or equivalent required.
- College degree in business or related field a plus.
- Minimum of 1 year related experience with a banking background or previous customer service experience is required.
- Ability to manage multiple tasks simultaneously with strong attention to detail.
- Ability to use logic and deductive reasoning to complete research.
- Qualified military veterans are encouraged to apply.
- Must be professional, comfortable speaking with external and internal contacts with a demonstrated ability to tailor the message appropriately to the audience and situation effectively.
- Demonstrated ability to convey thoughts and ideas effectively and succintly via written formats, including emails, letters, and electronic platforms. Maintain professional standards relating to spelling and grammar.
- Maintain credibility through professional demeanor, appearance, and presence by modeling standards appropriate to our environment and industry.
- Maintain good working relationships with internal partners by exhibiting exemplary interpersonal skills, adopting a constructive, solutions-focused approach.
- Use sound professional judgment to balance the interests of the organization and customer, understanding and using available resources to mitigate risks.
- Proficiency with Microsoft 365 products and applications, including the ability to effectively prepare or review documents, procedures, and reports.
- Demonstrated ability to learn new systems and applications, as well as the ability to understand, adapt and adjust responsibilities/workflows as a result of system upgrades.
- This hybrid/remote position requires periodic travel to attend in person meetings and satisfy office obligations/responsibilities.
- Occasional travel to other First American Bank locations, Bank functions, and training facilities may be required.
- The typical schedule is Monday through Friday 8:00 a.m. to 5:00 p.m. Additional hours may be required depending upon business need. Saturdays may be required.
- Punctuality is required to maintain First American Bank’s customer service standards.
