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 executing the bank’s customer engagement model, deepening relationships, educating customers on products and services, and offering appropriate financial solutions 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 across lending groups, wealth management, treasury solutions, and other financial services.
• Champion digital delivery by providing customers with digital conveniences and on-demand solutions that meet their needs across all channels, including online, mobile, in-branch, virtual branch, and customer experience center.
• Respond to customer feedback with urgency, addressing root causes of concerns or complaints and making recommendations for process, policy, or product improvements.
• 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 customer transactions (deposits, withdrawals, transfers, loan payments, official checks), loan payoffs, redeeming savings bonds, ordering currency, and auditing teller drawers.
• Execute daily branch operations, such as balancing ATMs and vaults and performing 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 and complete self-audits to prevent unnecessary risk.
• Represent the bank in community organizations and activities to foster relationships for future business development.
• Work closely with lines 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.
• 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

The physical demands described are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Frequently required to stand, 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.
• 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.
• Strong interpersonal skills when working with internal and external partners.
• Upholding confidentiality due to exposure to sensitive and proprietary information.
• Adherence to detailed instructions and procedures to safeguard employees, customers, and assets, particularly in high-risk situations (e.g., robbery).