Universal Banker

About the role

The Universal Banker operates in a dual capacity to deliver an exceptional customer experience by understanding customer needs and providing a complete range of retail banking services in alignment with the organization’s business model, vision, mission, core values, and behaviors. This position performs sales, service, and operational functions while executing the customer engagement model. The Universal Banker drives engagement throughout customer interactions, including routine transactions and financial counseling, and champions digital conveniences across delivery channels. The role reduces required steps to as few as possible and provides full-scale banking assistance without referring customers to other retail team members.

Responsibilities

• Drive an exceptional customer experience in a branch environment by executing the bank’s customer engagement model, deepening relationships, educating customers on products and services, offering appropriate financial solutions and guidance, opening accounts, performing teller transactions, and proactively addressing emerging customer needs without transferring the customer to another retail area of the branch
• Meet established sales and service performance goals by developing and expanding new and current customer relationships, delivering a wide range of banking solutions, and improving customer loyalty
• Collaborate with lines of business partners to create a seamless customer experience by fulfilling financial needs through lending groups, wealth management, treasury solutions, and other financial services
• Champion digital delivery in branch by providing customers with digital conveniences and on-demand solutions that meet their needs how, when, and where they expect to do business
• Provide awareness, promote, and create a seamless transition across all delivery channels, including online, mobile, in-branch, virtual branch, and customer experience center
• Respond with urgency and intentionality to customer feedback by understanding root causes of concerns or complaints and making recommendations to improve the customer experience through process, policy, and product enhancements
• Ensure proper documentation is obtained and completed for all solutions to minimize documentation exceptions
• Maintain customer pipeline tracking, including documenting calls and interactions with customers and referral sources, via the customer engagement platform
• Perform teller responsibilities daily, including processing customer transactions (e.g., deposits, withdrawals, transfers, loan payments, official checks), special tasks such as loan payoffs and draws, redeeming savings bonds, ordering currency, and auditing teller drawers; execute daily operations such as balancing ATM and vault and performing branch capture procedures
• Protect the bank from unnecessary risk by following procedures in areas including CTR, SAR, Reg CC holds, robbery procedures, and fraud mitigation
• Recognize and navigate fraud attempts and events experienced by customers and individuals attempting to defraud customers and the bank
• Maintain confidentiality and security of customer information according to regulatory and company guidelines and policies
• Routinely review procedures and processes and complete self-audits using provided tools and resources designed to prevent unnecessary risk to customers and the bank
• Represent the bank in community organizations and activities to increase outreach and foster relationships for future business development opportunities
• Work closely with line of business partners, Retail Experience Administration, and Learning and Development to maintain a working knowledge of all bank products, services, policies, processes, procedures, and systems to effectively engage customers, deliver financial solutions with urgency and accuracy, and perform branch operations

Qualifications

• High school diploma or equivalent; college education preferred
• Minimum of 1 year of related customer experience and sales experience required
• Minimum of 1 year of teller and/or cash handling experience preferred
• Strong dedication and motivation to achieving sales, service, and operational results and exceeding expectations
• Ability to follow stated bank customer sales and service standard processes to ensure achievement of necessary goals and customer standards
• Excellent communication skills (written and verbal)
• Attention to detail with a strong record of accuracy in handling transactions
• Comfortable using a variety of technology software products to process transactions
• Proven time management and organizational skills; ability to effectively handle multiple priorities and adapt as business needs and pace change
• Aptitude to read, understand, and apply all regulations, policies, and procedures related to Universal Banker responsibilities and other branch operations
• Ability to travel for training, development opportunities, and between branches, as needed
• For All Senior Universal Bankers: Minimum of 2 years of successful Universal Banker experience; ability to handle complex transactions and issues with limited assistance or supervision; operational strength with limited to no account exceptions, outages, or operational losses; proficiency in all aspects of bank products and solutions, including IRAs and complex business accounts

Physical Demands

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand or sit; kneel, stoop, or squat; use hands or fingers to handle or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee is occasionally required to walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to focus.

Work Environment

The bank’s professional working environment requires employees to communicate effectively, both verbally and in writing. Employees must demonstrate strong interpersonal skills when working closely with internal business partners and external clients. Employees may be exposed to confidential and proprietary information and must uphold confidentiality at all times. Due to the possibility of exposure to high-risk situations (e.g., robbery), detailed instructions and procedures are required to be followed to safeguard the bank’s employees, customers, and assets.