Universal Banker

About the role

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.

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