Universal Banker

About the role

The Universal Banker operates in a seamless dual capacity to deliver an exceptional customer experience by understanding customer needs and providing a complete range of retail banking services. This position drives engagement throughout customer interactions, including routine transactions and financial counseling, while championing digital conveniences available through various delivery channels.

Responsibilities

• Drive an exceptional customer experience by deepening relationships, educating customers on products and services, offering financial solutions, opening accounts, performing teller transactions, and addressing emerging customer needs without transferring the customer to another retail area.
• Meet established sales and service performance goals by developing and expanding customer relationships, delivering banking solutions, and improving customer loyalty.
• Collaborate with lines of business partners to create a seamless customer experience 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 across online, mobile, in-branch, virtual branch, and customer experience center channels.
• Respond to customer feedback with urgency, addressing root causes of concerns or complaints and recommending improvements to processes, policies, and products.
• Ensure proper documentation is obtained and completed for all solutions to minimize exceptions.
• Maintain customer pipeline tracking via the customer engagement platform, documenting interactions and referrals.
• Perform teller responsibilities, including processing transactions (deposits, withdrawals, transfers, loan payments, official checks), handling special tasks (loan payoffs, savings bonds, currency orders), and executing daily operations (balancing ATM and vault, branch capture procedures).
• Protect the bank from unnecessary risk by following procedures for CTR, SAR, Reg CC holds, robbery procedures, and fraud mitigation.
• Recognize and navigate fraud attempts targeting customers or the bank.
• Maintain confidentiality and security of customer information according to regulatory and company guidelines.
• Review procedures and processes routinely, completing self-audits to prevent unnecessary risk.
• Represent the bank in community organizations and activities to foster relationships for future business development.
• Work closely with line of business partners, Retail Experience Administration, and Learning and Development to maintain knowledge of bank products, services, policies, processes, procedures, and systems.
• Perform other related duties as assigned.

Requirements

• High school diploma or equivalent; college education preferred.
• Minimum of 1 year of related customer experience and sales experience.
• Minimum of 1 year of teller and/or cash handling experience preferred.
• Strong dedication and motivation to achieve sales, service, and operational results.
• Ability to follow bank customer sales and service standard processes.
• 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 handle multiple priorities and adapt to changing business needs.
• Aptitude to read, understand, and apply regulations, policies, and procedures related to Universal Banker responsibilities and branch operations.
• Ability to travel for training, development opportunities, and between branches, as needed.

Qualifications for 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.
• Proficient in all aspects of bank products and solutions, including IRAs and complex business accounts.

Physical Demands

• Frequently required to stand or sit; kneel, stoop, or squat; use hands or fingers to handle objects, tools, or controls; reach with hands and arms; and talk or hear.
• Occasionally required to walk and lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision, peripheral vision, depth perception, and the ability to focus.

Work Environment

The Bank’s professional working environment requires effective communication, both verbally and in writing, and strong interpersonal skills when working with internal and external partners. Employees may handle confidential and proprietary information and must uphold confidentiality. Due to potential high-risk situations (e.g., robbery), detailed instructions and procedures must be followed to safeguard employees, customers, and assets.