Universal Banker

Responsibilities

• Drive an exceptional customer experience in a branch environment through the execution of the bank’s customer engagement model by deepening relationships, educating customers on the bank’s products and services, offering appropriate financial solutions and guidance, opening accounts, performing teller transactions and proactively addressing emerging customer needs without the need to transfer 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 to fulfill financial needs through lending groups, wealth management, treasury solutions and other financial services
• Champion digital delivery in branch by providing our customers with the digital conveniences and on-demand solutions that meet their needs how, when and where they expect to do business
• Respond with a sense of urgency and intentionality to customer feedback by working to understand the root causes of customer concerns or complaints; make recommendations to improve the customer experience through various process, policy and product enhancements
• Maintain customer pipeline tracking, including documenting calls and other interactions with customers and referral sources, via the customer engagement platform
• Perform teller responsibilities daily to include processing customer transactions (i.e. deposits, withdrawals, transfers, loan payments, official checks, etc.) as well as special tasks such as loan payoffs and draws, redeeming savings bonds, ordering currency and auditing teller drawers. Additionally, execute daily operations (i.e. balancing ATM and vault and performing branch capture procedures, etc.)
• Protect the bank from unnecessary risk by following procedures in all 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 that are designed to prevent unnecessary risk to customer and bank
• Represent the bank in community organizations and activities to increase the bank’s outreach and foster relationships for future business development opportunities
• Work closely with line of business partners, the Retail Experience Administration, Learning and Development to maintain a working knowledge of all bank products, services, policies, processes, procedures and systems to effectively and knowledgeably 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 related customer experience and sales experience required
• Minimum of 1 year teller and/or cash handling experience preferred
• Strong dedication and motivation to achieving sales, service, and operational results and exceeding expectations
• Adequate communication skills (written and verbal)
• Attention to detail with strong record of accuracy in handling of 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 effectively as business needs and pace changes
• Aptitude to read, understand and apply all regulations, policies and procedures related to Universal Banker responsibilities and other branch operations
• Ability to handle complex transactions and issues with limited assistance or supervision
• Operational strength with limited to no account exceptions, outages, or operational losses
• Proficient in all aspects of bank products and solutions, including IRA’s and complex business accounts