POSITION SUMMARY
As a Universal Banker, you will deliver an outstanding customer experience by assisting customers with all consumer banking needs to include transactions, account opening/maintenance, consumer lending, online banking and mobile banking assistance, onboarding, cross-selling of bank products and services, and resolution of customer service issues. The Universal Banker serves as a key resource for branch and market leadership by assisting with customer outreach efforts, sales campaigns, customer retention activities, portfolio reviews, reporting, and other strategic initiatives. This position may also provide backup support for the Bank's Call Center and Interactive Teller Machine (ITM) operations as needed to ensure a consistent customer experience across all delivery channels.
As a representative of the Bank, you are required to present a positive and professional image at all times. This role is highly visible within the Bank and assigned market. It requires a high level of professionalism, initiative, accountability, and self-awareness.
JOB REQUIREMENTS
- High school diploma or equivalent required
- Six months of previous customer service, cash handling or retail experience preferred
COMPETENCIES
- Ability to listen and identify the needs and wants of a customer as well as making quick decisions independently
- Possess knowledge of various functions of the bank and where to find answers or information
- Ability to multi-task and change focus quickly without being stressed or overwhelmed
- Ability to be self-motivated, self-driven and self-sufficient
- Ability to absorb, retain, and utilize training and operational knowledge efficiently
- Possess superior knowledge of Bank products and services, delivering professional presentation, explanation and selling of products and services matched to customer needs
- Possess a strong attention to detail and consistently display a positive attitude
- Possess proficient computer skills
- Present as professional in appearance and attitude
DUTIES AND RESPONSIBILITIES
- Establish a professional presence in the community as a representative of the Bank
- Successfully complete all training programs required for the Universal Banker role, including teller operations, account opening, consumer lending, customer service standards, sales practices, procedures, and systems training
- Effectively and efficiently assist all customers with any consumer banking need, including transactions, account opening, and consumer lending
- Identify opportunities to refer customers to other areas of the Bank, including Commercial, Mortgage, and Investment divisions as appropriate
- Continuously identify/execute any cross-selling opportunities for the customer
- Conduct customer and bank transactions with accuracy, efficiency and professionalism, meeting the high-quality service delivery standards of the Bank
- Adhere to all branch operations policies and procedures and follow the assigned process. These tasks include but are not limited to opening/closing procedures, cash items, night/day drop and CTR
- Support assigned sales enablement activities including customer outreach campaigns, appointment setting, follow-up activities, lead management, pipeline support, market growth initiatives, retail operations support functions, and administrative responsibilities that contribute to the success of the assigned market or region
- Assist with execution of Retail and Market Division programs, promotions, strategic initiatives, customer engagement efforts, and business development activities
- Support customer portfolio review efforts by identifying opportunities for relationship expansion, retention, and customer engagement
- Assist management with reporting, tracking, administrative functions, and other support activities that contribute to the growth and development of the assigned market or region
- Support customer onboarding activities to ensure successful adoption of Bank products, digital banking services, and relationship development opportunities
- Provide backup support for the Bank's Call Center and Interactive Teller Machine (ITM) operations as needed, including customer service, digital banking support, and other assigned responsibilities
- Collaborate with branch, market, Retail, operations, and Call Center teams to ensure a consistent and exceptional customer experience across all delivery channels
- Manage and achieve service standard goals, cross-selling goals, transactional goals, and other key performance indicators as required
- Create ownership of customer relationships by maintaining contact with customers to offer appropriate products and services, financial advice and assistance with financial needs
- Protect all customer and bank information at all times, adhering to customer privacy and information security policies, and maintain branch security standards
- Maintain compliance with regulations and bank policies and procedures, including the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC) requirements
- Consistently support, uphold and model the organization's core values and standards
- Complete other duties as assigned as determined by management to be reasonable and beneficial
PHYSICAL REQUIREMENTS
You will regularly be stationary at a workstation, frequently operating a computer and assisting customers through a variety of delivery channels. You will frequently traverse around the branch or work area to assist customers, operate branch equipment, access operational areas, and support customer needs. This role requires operating other office machinery efficiently in order to complete required job functions. While performing the duties of this job, the employee is regularly required to communicate effectively with customers, employees, Bank leadership, and business partners. You will frequently communicate through various channels such as talking, listening, and typing. You will use a computer to communicate via video with customers and use a telephone to help customers, employees, leadership or business partners with their needs. Must be able to accurately gather and process verbal and written information and properly inspect documents. This job requires the ability to absorb, retain, and utilize training and operational knowledge efficiently. Occasional outdoor work may be required for tasks such as checking an ATM/ITM, assisting a customer and surveying outdoor areas. You will be occasionally required to lift up to 50 pounds. Occasional travel to other branches, offices, training locations or market events may be required.