Universal Teller

Position Summary

As a Universal Teller, you will deliver an outstanding customer experience by assisting customers with all consumer banking needs including transactions, account opening/maintenance, consumer loans, online and mobile banking assistance, onboarding, cross‑selling bank products and services, and resolution of customer service issues. As a representative of the bank, you must present a positive and professional image at all times. This role is highly visible within the bank and requires a high level of professionalism and self‑awareness.

• High school diploma or equivalent required
• Six months of previous customer service, cash handling or retail experience preferred

• Ability to listen and identify the needs and wants of a customer and make quick independent decisions
• Possess knowledge of the various functions of the bank and know where to find answers or information
• Ability to multi‑task and change focus quickly without being stressed or overwhelmed
• Ability to be self‑motivated, self‑driven and self‑sufficient
• Ability to absorb, retain, and utilize training and operational knowledge efficiently
• Possess proficient computer skills
• Present as professional in appearance and attitude

• Establish a professional presence in the community as a representative of the bank
• Possess a strong attention to detail and consistently display a positive attitude
• Maintain professional appearance and dress and abide by the dress code
• Successfully complete all training programs required for the Universal Teller, including teller transactions, account opening, consumer lending, customer service standards, procedures and systems training
• Possess superior knowledge of bank products and services, delivering professional presentation, explanation and selling of products and services matched to customer needs
• Assist all customers with any consumer banking need, including transactions, account opening, and consumer loans
• Identify opportunities to refer customers to other areas of the bank, including commercial, mortgage, and investment divisions as appropriate
• Continuously identify and execute any cross‑selling opportunities for the customer
• Conduct customer and bank transactions with accuracy, efficiency and professionalism, meeting the high‑quality service delivery standards of the bank
• Adhere to all branch operations policies and procedures and follow the assigned process, including opening/closing procedures, cash items, night/day drop and CTR
• Manage and achieve service standard goals, cross‑selling goals, transactional goals, and other key performance indicators as required
• Create ownership of customer relationships by maintaining contact with customers to offer appropriate products and services, financial advice and assistance with financial needs
• Protect all customer and bank information at all times, adhering to customer privacy and information security policies, and maintain branch security standards
• Maintain compliance with regulations and bank policies and procedures, including the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC) requirements
• Consistently support, uphold and model the organization’s core values and standards
• Complete other duties as assigned as determined by management to be reasonable and beneficial

You will regularly be stationary at a workstation, frequently operating a computer and helping customers with transactions. You will also frequently traverse the branch or work area to help customers, go to the vault or operate branch equipment. This role requires operating a computer or other office machinery efficiently to complete job functions. While performing the duties of this job, the employee is regularly required to communicate effectively with customers and employees.

You will communicate through various channels such as talking, listening, and typing, and must be able to accurately gather and process verbal and written information and properly inspect documents. The physical environment is indoors for the majority of the job functions. Occasional outdoor work may be required for tasks such as checking an ATM/ITM, assisting a customer and surveying outdoor areas.

You will occasionally be required to lift up to 50 pounds. Occasional travel to other branches may be required.