Universal Banker

About the role

The Universal Banker provides a proactive, consultative style of banking that builds customer relationships based on trust and the ability to identify financial needs and recommend solutions. You will assist with branch operations, deliver a unique and memorable client experience, achieve sales goals, and handle service requests while working in a team environment.

Responsibilities

• Service Area Responsibilities:
  • Proactively greet customers by performing lobby management activities to connect with customers and assess their reason for visiting the branch.
  • Provide excellent customer service by processing all branch-related transactions with a high level of accuracy, efficiency, and professionalism.
• Financial Sales Responsibilities:
  • Stay current and knowledgeable about all Bank’s products and services to communicate effectively with new and existing clients.
  • Maintain customer information for those expressing interest in future financial discussions, including notations about future events that may involve financial services/products.
  • Proactively contact customers to present pre-approved offers for financial products/services or to offer a general financial overview, and schedule customer meetings for structured financial reviews.
  • Recommend services/products based on customer needs to assist them in meeting their financial goals.
  • Create customer loyalty and grow customer relationships through a differentiated customer experience.
  • Educate customers on options for managing financial transactions by leveraging technology, tools, and resources.
  • Communicate clearly and accurately about financial products/services, including benefits, requirements, and any associated fees or costs.
  • Identify and refer customers to other Bank associates or departments when appropriate for specific financial products/services.
• Operational/Regulatory/Security Responsibilities:
  • Participate in daily branch operations, including transaction servicing on the platform or in the sales associate area.
  • Comply with all department and company policies, procedures, and overall security.
  • Notify appropriate Bank staff when a situation poses potential risk or when a customer demonstrates suspicious behavior.
  • Work closely with other departments to troubleshoot and resolve customer situations.
  • Contribute to meeting monthly branch and/or individual scorecard goals by monitoring self-performance and following action plans.
  • Determine when to make policy exceptions within established guidelines (e.g., fee waivers, funds availability) to maintain positive customer relations.
  • May be responsible for branch opening/closing procedures.
  • Contribute to the Bank’s objectives and goals by performing as a team member in allocating and coordinating workflow.

Requirements

• High school diploma or equivalent required; Bachelor’s degree a plus.
• Minimum of three (3) years of previous professional customer contact and service experience or minimum of two (2) years of prior working experience in a Banking environment, preferably in a branch.
• Prior experience in handling and being accountable for money is required.
• Ability to successfully complete the Bank’s in-house Training Program within a reasonable timeframe.
• Excellent verbal and written communication skills; proficiency in Spanish or an additional language is a plus.
• Ability to perform basic math calculations.
• Demonstrates ability to interact confidently with clients.
• Initiative in self-directed learning of Bank’s products/services to expand knowledge.
• Proficiency in Microsoft Office Products (Word, Excel) required.
• Understanding and working knowledge of appropriate core banking systems is beneficial.
• Detail-oriented with the ability to multi-task and work independently and in a team environment.
• Demonstrated professionalism.
• Ability to travel within the branch region up to 15%.

Skills

• Relationship and account management
• Business Development
• Accountability
• Organization and Time Management
• Collaboration

Essential Functions

• Sitting and standing for extended periods of time.
• Ability to reach over teller counter or desk area to receive customer transaction documents.
• Ability to lift and carry up to 20 lbs.
• Ability to efficiently operate a computer keyboard, mouse, power tools, and other computer components.
• Ability to converse and exchange information with all levels of staff within the organization.
• Ability to observe, perceive, identify, and translate data.
• Ability to travel via automobile or public transportation.

Benefits

This position is eligible for a list of benefits. For more information, visit the company’s benefits page.