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 that requires multitasking, attention to detail, and a passion for customer service.

Responsibilities

• Service Area Responsibilities:
  • Proactively greet customers by performing lobby management activities to connect with customers, assess their reason for visiting, and address their needs.
  • Process all branch-related transactions with a high level of accuracy, efficiency, and professionalism to provide excellent customer service.
• Financial Sales Responsibilities:
  • Maintain up-to-date knowledge of all bank products and services to effectively communicate with new and existing clients.
  • Track customer information for those expressing interest in future financial discussions, including notations about events that may require financial services or products.
  • Proactively contact customers to present pre-approved offers or provide a general financial overview, and schedule structured financial reviews to understand their financial situation.
  • Recommend services or products tailored to customer needs to help them meet their financial goals.
  • Build customer loyalty by delivering a differentiated customer experience.
  • Educate customers on managing financial transactions using available technology, tools, and resources.
  • Clearly and accurately communicate details of financial products and services, including benefits, requirements, and associated fees or costs.
  • Identify and refer customers to other bank associates or departments for specialized financial products or services when appropriate.
• 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 security protocols.
  • Notify appropriate bank staff of situations posing potential risk or when a customer demonstrates suspicious behavior.
  • Collaborate 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 (e.g., fee waivers, funds availability) within established guidelines to maintain positive customer relations.
  • May be responsible for branch opening and 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 professional customer contact and service experience, or a minimum of two (2) years of prior banking experience, preferably in a branch.
• Prior experience handling and being accountable for money.
• Ability to successfully complete the bank’s in-house training program within a reasonable timeframe.
• Demonstrated sales-oriented and relationship-building demeanor in a professional manner.
• Excellent verbal and written communication skills; proficiency in Spanish or another language is a plus.
• Ability to perform basic math calculations.
• Confidence in interacting with clients.
• Initiative in self-directed learning of the bank’s products and services to expand knowledge.
• Proficiency in Microsoft Office Products (Word, Excel).
• Understanding and working knowledge of core banking systems is beneficial.
• Detail-oriented with the ability to multitask and work independently or in a team environment.
• Demonstrated professionalism.
• Ability to travel within the branch region up to 15%.

Key Competencies

• 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, 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.

Pay

In Richmond, VA, the expected base pay and salary range for this role is $39,231–$62,769. Placement within the range will be determined on an individualized basis commensurate with experience and skills. Your base salary may be subject to an annual merit increase based on performance and may include eligibility for cash bonuses, long-term incentives, commissions, and other United Bank-sponsored benefit programs.

Benefits

United Bank recognizes employees as its greatest asset and strives to provide professional and personal development opportunities, including career advancement, job and industry training, wellness initiatives, mentoring, and leadership programs. Click here to access a list of benefits for which this position is eligible.