A personal banker must juggle new business opportunity while minimizing risk challenges. With a new paradigm of regulation and growing schemes of fraud along with high demand to cross-sell the customer, the new accounts desk presents a blurry line of both risk and opportunity. A personal banker spends their day completing an entire menu of tasks such as onboarding new customers, changing addresses for existing customers while weaving through the maze of procedures, best practices, policies, disclosures, and product knowledge.
Some banks shy away from calling the personal banker a sales representative. However many community banks take the position of Texas Bank & Trust, Longview, a $1.9 billion dollar community bank with 19 locations in east Texas. Connie Milligan, Senior Vice President, Director of Human Resources explains her bank’s approach, “Our lobby representatives are expected to act as trusted advisors and identify what our customers need. They assist in matching the right bank products with the right customer. They are all cross-trained to assist as a teller when needed. They achieve incentives based on a variety of criteria, including cross-selling.”