Universal Banker 3

About the role

The Universal Banker is the core role within the retail branches, with three progressive levels. The Universal Banker 3 supervises assigned employees and serves as a senior member of the retail team, performing all Universal Banker duties—including advanced functions—with accuracy and reliability. This role also acts as a backup to Branch Leadership as needed.

Responsibilities

• Provides excellent customer service by processing transactions, handling account maintenance, and addressing inquiries in person, by phone, and through Customer Relationship Center support; follows up with customers as needed.
• Supervises assigned employees, providing direction, coaching, training, and performance management aligned with company goals.
• Assists the Branch Manager in branch operations, including scheduling, report completion, policy compliance, staff delegation, and maintaining acceptable levels of non-sufficient fund fee waivers.
• Approves and performs customer transactions, opens/closes the branch, oversees facility maintenance and security, and resolves customer complaints.
• Serves as a subject matter expert for all branch operations, including wire transfers, Notary duties, check verifications, teller activities, account opening/closing, vault maintenance, and cross-sales/referrals.
• Performs advanced banking duties, such as handling escalated complaints, responding to lending inquiries, processing consumer loan applications, and managing loan closures.
• Handles branch administration, including report generation, audits, and vendor management (selection, relationship oversight, and performance metrics).
• Strives to meet individual, team, and branch performance metrics and sales goals; facilitates teamwork and shared responsibility.
• Leads or participates in team meetings, completes assigned training, and conducts staff training as needed.
• Stays current with assigned systems, software, and procedures (e.g., Digital Banking, wire transfer certification, Webcapture).
• Represents the bank at internal/external meetings, community events, and industry associations as directed.
• May float to other branches as needed.
• Complies with all bank policies, procedures, and regulations, including Bank Secrecy Act, USA Patriot Act, anti-money laundering statutes, and consumer protection laws.
• Performs other duties as assigned.

Requirements

• 3–5 years of banking experience, including cash handling and customer service.
• Supervisory, mentorship, or team leadership experience required.
• Strong understanding of banking laws and regulations.
• Notary Public certification required; NMLS number required.
• High School Diploma or equivalent required.
• Proficiency in MS Office (Outlook, Excel, Word) or similar software; experience with Cleartouch, Nautilus, government/investor portals, or CRM preferred.
• Valid driver’s license required.

Skills

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

Physical Environment

• Regularly required to lift, walk, stand, sit, bend, reach, climb, push/pull, and use hands.
• Must occasionally lift and/or move up to 25 pounds.
• Noise level is usually quiet to moderate.
• Work is performed in a retail bank setting.
• Must be available to work branch hours, including weekends and overtime as needed.