Universal Banker
The position is responsible for providing exceptional service to banking center customer and resolving problems in a timely manner. The position is a key driver of sales, and the customers experience within the branch. The position is responsible for interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately. It is important for the jobholder to exemplify empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit, and critical thinking in support of the Bank’s culture and brand. In functioning in multiple capacities within the branch, it is important for the jobholder to be adaptable to service all banking needs of the customer, inclusive of new account opening, problem resolution, video conferencing and processing of transactions.
Duties & Responsibilities:
- Strictly adheres to Bank Secrecy Act requirements and applies organizational policies and procedures in all activities.
- Responsible for the financial growth of the banking center through establishing, expanding, and retaining high-value consumer and business customer relationships.
- Proactively communicates with current and prospective customers to educate, ensure understanding, resolve issues, develop, and maintain customer loyalty and solicit customer feedback to improve bank performance.
- Maintains knowledge of banking products and promotions.
- Opens new accounts and services existing accounts.
- Accountable for achievement of defined sales and service goals.
- Makes recommendations to supervisors concerning the budgetary needs of the banking center and methods to improve the client’s experience.
- Works to understand the root causes of customer service issues.
- Identifies and implements resolutions for service issues involving supervisors on more complex issues.
- Conducts onboarding activities for new clients.
- Provide backup support to other banking centers and staff as needed.
- Works on the teller line when needed including operating the teller drawer and performing advanced, specialized teller functions including researching cash discrepancies, and handling complex customer transactions.
- Performs accurate transactions, balancing each day, and verifying cash totals.
- Provides assistance and training to other colleagues and serves as a mentor.
- Practices ethical sales behaviors in accordance with the Bank’s Governing Values.
- Highly motivated team-player with ability to develop and maintain collaborative relationships.
- Greets and offers to assist customers and potential new customers as they enter the banking center utilizing Bank Service Standards.
- Answers incoming phone calls and assist customers as needed.
- Accepts and processes deposits, withdrawals, and loan payments ensuring accurate posting.
- Assist customer with processing transactions – such as cashing checks and selling cashier checks.
- Balances cash drawer daily.
- Open and process new accounts including Checking, Savings, Certificate of Deposits, IRA’s.
- Identify and offer or refer cross-selling opportunities.
- Remain current on all policy, regulatory and procedural changes.
- Remain knowledgeable of all bank products and services and be able to communicate to customers about features and benefits. Be aware of competition and be prepared to compare bank products and services with competitors.
- Assist management in other duties he/she deems necessary for the bank to perform most efficiently.
- Participate in training and cross training employees.
- Responsible for complying with BSA policies and procedures.
Job Education & Experience:
- High School diploma or equivalent.
- Minimum of two years Teller experience.
- Customer service experience preferred.
- Relevant computer skills.