Universal Banker

Job Description

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 be responsible for assisting with branch operations, delivering a unique and memorable client experience, achieving sales goals, and handling service requests. You will perform additional duties as assigned and must be able to work in a team environment that requires the ability to multi‑task, pay great attention to detail, and a passion for customer service.

Service Area Responsibilities:

• Proactively greet customers by performing lobby management activities to connect with customers, assess reason for visiting the branch and assess customers accordingly.
• With a high level of accuracy, efficiency and professionalism, provide excellent customer service to clients by processing all branch‑related transactions.

Financial Sales Responsibilities:

• Keep current and be knowledgeable of all bank’s products and services to communicate to new and existing clients.
• Maintain customer information on those expressing interest in future financial discussions and pertinently note future events that may involve the need for financial services/products.
• Proactively contact customers to present pre‑approved offers for financial products/services or to offer a general financial overview and schedule a customer meeting to conduct a structured financial review to understand their financial situation.
• Based on customer needs, make recommendations on services/products that would assist the customer in meeting their needs; create loyalty and grow the customer through a differentiated experience. Educate customers on options for managing financial transactions by leveraging technology, tools and resources.
• Communicate clearly and accurately to customers the benefits, requirements and any associated fees or costs of products/services.
• Identify and refer customers when appropriate to another bank associate or department to discuss certain financial products/services.

Operational, Regulatory and Security Responsibilities:

• Participate in daily operations of the branch, which may include 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 as necessary to troubleshoot and resolve customer situations.
• Contribute to the responsibility of meeting monthly branch and/or individual scorecard goals by monitoring self‑performance and following action plans.
• Determine when appropriate 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 fulfillment of the bank’s objectives and goals by performing as a team member in allocating and coordinating the workflow.

• 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 experience in a banking environment, 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.
• Demonstrate a sales‑oriented and relationship‑building demeanor.
• Excellent verbal and written communication skills;
  Spanish or additional language a plus.
• Ability to perform basic math calculations.
• Demonstrate confidence in interacting with clients.
• Initiative in self‑directed learning of bank’s products/services to become well‑versed.
• Proficiency in Microsoft Office (Word, Excel).
• Understanding and working knowledge of appropriate core banking system beneficial.
• Detail oriented, ability to multi‑task and work independently and in a team environment.
• Demonstrated professionalism.
• Ability to travel within branch region of up to 15%.