Universal Banker 1

About the role

The Universal Banker is the core role within the retail branches. There are 3 levels within the Universal Banker job family with progressive responsibilities. All Universal Bankers provide exceptional front-line customer service and sales within the branch. The Universal Banker 1 is the main customer-facing role, emphasizing excellent customer service and sales, processing day-to-day teller transactions, and taking direction from Universal Bankers 2 and 3. This role strives to gain expertise in all assigned duties and supports training new employees as needed.

Responsibilities

• Provides excellent customer service by processing customer transactions and handling account maintenance; answers customer inquiries both in person and on the telephone, including Customer Relationship Center Support; follows up with customers as necessary.
• Operates Teller window; maintains acceptable outages based on Branch Operation Guidelines; maintains appropriate cash limits; follows policies and procedures to ensure compliance for branch audits.
• Appropriately escalates complex customer issues to Universal Bankers 2 and 3.
• Opens and closes basic accounts and services with accuracy and in accordance with bank policies and applicable regulations.
• Cross-sells bank's products and services and makes referrals for investment, mortgage, and business banking products.
• Supports Universal Bankers 2 and 3 with advanced account openings, sales, and service as needed.
• Understands and strives to meet individual, team, and branch performance metrics and sales goals.
• Participates in team meetings, completes all assigned training, and stays up to date with all assigned systems, software, and procedures, including Digital Banking system and online service procedures.
• Performs basic opening and closing duties independently (including arming and disarming the branch).
• Assists with back-office duties, including completing basic reporting, balancing ATMs, and processing night/mail deposits.
• Follows all safety and security protocols and escalates issues appropriately.
• May float to other bank branches as needed.
• Keeps up to date and complies with all bank policies/procedures as well as applicable banking laws and regulations, including the Bank Secrecy Act, USA Patriot Act, anti-money laundering statutes, and federal consumer protection legislation.
• Performs other duties as assigned.

Requirements

• 0-2 years of banking experience is required.
• Experience handling cash is required.
• High School Diploma or equivalent is required.
• Experience in customer service is preferred.
• Proficiency in MS Office (Outlook, Excel, Word) or similar software is required.
• Experience with Cleartouch, Nautilus, various government and investor software/web portals, or CRM is preferred.
• Driver's license is required (for float positions).

Skills

• Accountability
• Coachability
• Change Champion
• Communication
• Detail Orientation
• Organizational Savvy
• Process Oriented
• Service Orientation

Physical Environment

While performing the duties of this job, the employee is regularly required to lift, walk, stand, sit, bend, reach with hands and arms, climb, push/pull, use hands, and see, hear, and speak. The employee must occasionally lift and/or move up to 25 pounds. The noise level in the work environment is usually quiet to moderate. This position is performed in a retail bank setting.