Universal Banker

About the role

Responsible for providing superior customer service to clients by processing transactions, recognizing client needs and recommending the appropriate product and/or service. The role includes opening, maintaining and closing all types of transactions and deposit accounts efficiently, directing daily teller work, ensuring orderly operations of teller staff and the vault, generating referrals, and coaching tellers on sales and referral techniques.

Responsibilities

• Maintain strong knowledge of all bank products and services, including features and benefits.
• Present various options and suggestions that best fit the needs of each client.
• Participate in the bank’s referral and sales programs, sales campaigns, and sales training to meet weekly, monthly, quarterly, and yearly goal expectations.
• Coordinate daily with the Branch Manager regarding sales and service operations.
• Coach tellers to meet daily sales referral goals and provide excellent customer service.
• Prepare necessary documents to open new accounts and maintain accounts based on client‑specific needs.
• Assist clients with loan‑related questions and processes, preparing them for the loan application process and uncovering further opportunities.
• Prepare contracts; renew IRA certificates and handle all related IRA transactions.
• Open, redeem, and calculate interest on Certificates of Deposit.
• Assist customers with Safe Deposit Box rentals in accordance with the FNB Safe Deposit Box Manual.
• Secure all negotiable instruments, Safe Deposit Box records, and confidential records in the work area each day.
• Balance vault cash, ATM, and branch totals; conduct monthly teller cash audits.
• Manage vault cash under dual‑control procedures, including cash orders/shipments, audits, and proper strapping and dating of currency denominations from teller to Federal Reserve.
• Show empathy and compassion toward customers when handling requests, complaints, research, and follow‑up to achieve customer satisfaction.
• Ensure each teller balances daily, assist in locating differences, ensure proper initialing of differences, and report to the manager when required.
• Maintain constant awareness of lobby activity to efficiently service customers, adjusting time spent on transactions as needed.
• Know competing banks’ products, promotions, and operations to make effective recommendations.
• Enforce dual‑control policies for all staff where applicable.
• Authority to open and close the branch following proper security procedures.
• Authority to sign official checks and CDs up to $50,000 and to complete teller system overrides.
• Make outbound sales calls to current and prospective clients.
• Run a teller window as needed.
• Flexibly adjust work schedules to accommodate branch staffing requirements and promote teamwork.
• Perform other duties as assigned.

Requirements

• High School diploma or General Education Development (GED); college degree preferred.
• Minimum of two (2) years retail banking experience as a teller or customer contact/sales position.
• Minimum of one (1) year experience opening new accounts, sales, and operations preferred.
• Previous supervisory and sales experience highly preferred.

Skills

• Ability to lead and motivate a team and actively participate in the bank’s referral program.
• Excellent judgment and decision‑making skills, with strong time‑management and organizational abilities.
• Professional image, high level of personality, and confidentiality.
• Strong communication skills to educate staff on policy changes and new procedures.
• Comprehensive knowledge of daily branch, vault, and ATM operations.
• Sound judgment in resolving client and employee issues.