Personal Banking Officer

ID de la solicitud: 258767

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Personal Banking Officer

Marina Chavón Branch

#SBDR
Level 4.2

Purpose:

The Personal Banking Officer (PBO) is responsible for contributing to the overall success of the branch by achieving individual sales targets, fulfilling the financial needs of mid-market Personal Banking clients by providing practical advice and superior service.

Additionally, the Personal Banking Officer will identify opportunities to refer clients to other areas of the Bank (Premium Banking, Small Business Banking, Wealth Management, Corporate and Commercial Banking) and ensure compliance with all operational policies and regulations.

The Personal Banking Officer is responsible for meeting or exceeding weekly, monthly, and annual sales targets and productivity goals, as well as other objectives related to customer service, number of products sold per appointment, operational efficiency, teamwork, and personal development.

The incumbent is expected to provide honest and well-informed service to build a relationship of trust and confidence with clients and branch colleagues. They are also responsible for adhering to the Bank’s Sales Practices principles and disciplines.

Responsibilities:

Customer Focus & Sales Performance

• Promote a customer-centric culture to deepen client relationships and leverage the Bank’s systems and knowledge.
• Meet or exceed weekly, monthly, and annual sales targets across all product categories:
• Negotiate and set individual goals with the direct supervisor or branch manager.
• Address mid-market clients’ financial needs and provide practical solutions using the Sales Conversation Roadmap.
• Maximize client share by transferring assets from other institutions using Total View and Get More tools.
• Identify sales opportunities and manage time effectively to ensure sufficient sales activities.
• Track all opportunities and sales activities in CRM systems (e.g., Sales Platform, Counselor).
• Manage the sales process efficiently to reduce duplication and meet client expectations.
• Maintain up-to-date knowledge of product features, benefits, pricing policies, and applicable regulations.
• Understand local competitors and market-leading rates.
• Participate in weekly coaching sessions, sales meetings, and daily huddles.
• Regularly review sales performance and develop action plans to address gaps.

Client Acquisition & Retention

• Support acquisition and retention of mid-market Personal Banking clients:
• Develop opportunities through referrals and other sources.
• Identify financial needs and provide solutions to new clients.
• Participate in promotional and marketing initiatives.
• Educate clients on alternative channels (online banking, mobile, ATMs).
• Keep client contact information updated.
• Schedule and record next client interactions in CRM.

Referrals & Cross-Selling

• Identify and refer clients to other business lines:
• Refer affluent clients to Premium Banking.
• Identify needs in Small Business, Wealth Management, or Commercial Banking.
• Follow up to ensure client satisfaction.
• Maintain knowledge of other segments’ products to generate effective referrals.

Customer Experience Excellence

• Deliver outstanding client experience aligned with survey goals (e.g., NPS):
• Proactively resolve client issues.
• Collaborate with branch team on customer advocacy initiatives.
• Maintain a professional image and organized workspace.
• Deliver the Service Promise:

• • Make every client feel welcome
  • Understand and anticipate client needs
  • Provide suitable advice and solutions
  • Follow up and keep promises
  • Thank every client sincerely

Compliance & Security

• Ensure adherence to branch compliance and security procedures:
• Apply “Know Your Customer” (KYC) policies.
• Verify and update client information.
• Maintain confidentiality of Bank and client data.
• Provide investment advice aligned with client goals and risk tolerance.
• Approve requests within limits and escalate when necessary.
• Follow security procedures and report suspicious or fraudulent activity.

Teamwork & Development

• Commit to personal development and team environment:
• Develop and follow an annual Employee Development Plan.
• Participate in recognition programs.
• Understand and align with the Bank’s risk culture.
• Ensure effective operations and compliance with risk frameworks.
• Promote a high-performance, inclusive work environment.

Sales Practices & Risk Management

• Adhere to Sales Principles and Best Practices.
• Support operational risk, regulatory compliance, AML, and conduct risk frameworks.

Education / Experience:

• Bachelor’s degree or final-year student in Marketing, Business Administration, Accounting, or related fields.
• Advanced English proficiency.
• Skills in assessing client needs and recommending financial solutions.
• Negotiation skills aligned with client value propositions.
• Customer service mindset based on the Service Promise.
• Knowledge of Personal Banking products, policies, and procedures.
• Familiarity with self-service channels (online, mobile banking, ATMs).
• Daily agenda and portfolio management.
• Pipeline management focused on deepening client relationships.
• Compliance with AML/KYC regulations.
• Knowledge of credit adjudication processes.
• Understanding of referral processes across banking segments.
• (English/Spanish)

Ubicación(s):  República Dominicana : La Romana : Chavón

Dirección de trabajo: Sucursal Marina Chavón 

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