Universal Banker 3

Job Type: Full-time

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 provides exceptional front line customer service and sales within the branch. The Universal Banker 3 supervises assigned employees and is regarded as senior member of retail team. Is able to perform all Universal Banker job duties, including advanced functions, with accuracy and reliability. Serves as back-up to Branch Leadership 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.
• Supervises assigned employees, provides direction, coaches, trains and develops, and manages performance to company goals and expectations.
• As needed and assigned, assists the Branch Manager in managing the specified bank branch; completes bank schedules; ensures reports are completed; ensures policies and procedures are being followed; delegates branch staff duties; maintains acceptable level of non-sufficient fund fee waivers as determined by management; approves and performs customer transactions; opens and closes the branch; oversees maintenance and security of facility; resolves customer complaints.
• Serves as subject matter expert and is able to perform all branch operational duties as needed including wire transfers, Notary duties, check verifications, teller line activities, all account opening and closing, vault maintenance, cross-sales and referrals.
• Performs advanced banking duties including handling escalated customer complaints, responding to lending product/rate inquiries, taking consumer loan applications and completing required disclosures, and handling loan closure processing and communications.
• Handles assigned branch administration and oversight duties including report generation, monitoring and interpretation; completion of branch audits; and vendor management (including selection, relationship management, performance metrics and accountability).
• Understands and strives to meet individual, team and branch performance metrics and sales goals. Facilitates teamwork and shared responsibility for success.
• Participates in and may lead team meetings, completes all assigned training and leads staff training as necessary.
• Learns/keeps up to date with all assigned systems, software and procedures including Digital Banking system, online service procedures, wire transfer certification, and Webcapture system.
• As directed, acts as branch and company representative by attending meetings (inside and outside of the organization), participating in community events and engaging in industry associations.
• 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, but not limited to the Bank Secrecy Act, USA Patriot Act, and related anti-money laundering statutes, and federal consumer protection legislation and regulations.
• Other duties as assigned.

Requirements

• 3-5 years of banking experience required, including cash handling and customer service.
• Experience as a supervisor, mentor, or team leader required.
• Strong understanding of banking laws and regulations required.
• Notary Public commission required.
• NMLS number required.
• High School Diploma or equivalent required.
• Proficiency in MS Office (Outlook, Excel, Word) or similar software required.
• Cleartouch, Nautilus, various government and investor software/web portals preferred.
• CRM experience preferred.
• Driver's license required.

Skills

• Active Listening
• Change Champion
• Coaching
• Confidence
• Critical Thinking
• Delegation
• Communication
• Organizational Savvy

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. Employee must be able to work days and hours that branch is open including weekends and overtime as needed.