Universal Banker

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 have a passion for customer service. RESPONSIBILITIES: Proactively greet customers by performing lobby management activities to connect with customers, assess the reason for visiting the branch, and assess customers accordingly. With a high level of accuracy, efficiency, and professionalism, you are responsible for providing excellent customer service to clients by processing all branch-related transactions. Responsible for keeping current and being knowledgeable of all the Bank’s products and services to communicate to new and existing clients. Maintains customer information on those expressing interest in future financial discussions and pertinent customer information, including notations about future events that may involve the need for financial services/products. Proactively contacts customers to present pre-approved offers for financial products/services or to offer a general financial overview and schedules customer meetings to conduct a structured financial review to obtain an understanding of their financial situation. Based on the customer’s needs, make recommendations on services/products that would assist the customer in meeting their needs. Create customer loyalty and grow customers through a differentiated customer experience. Educate customers on options for managing financial transactions by leveraging technology, tools, and resources. Communicate clearly and accurately to customers of financial products/services, including benefits, requirements, and any associated fees or costs associated with the product/service. Identify and refer, when appropriate, customers to another Bank associate or department to discuss certain financial products/services. Operational/Regulatory/Security Responsibilities: Participate in the 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 on a consistent basis 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. Qualifications

High school diploma or equivalent required, Bachelor’s degree a plus. Minimum of three (3) years of previous professional level of customer contact and service working experience or a minimum of two (2) years of prior working experience in a Banking environment, preferably in a branch, is required. 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 required. Ability to demonstrate in a professional manner, a sales-oriented and relationship-building demeanor. Ability to perform basic math calculations is required. Demonstrates the ability to interact confidently with clients is essential. Ability to be initiative in self-directed learning of Bank’s products/services to expand and become well-versed with the products/services offered. Excellent written and verbal communication skills. Proficiency in Microsoft Office Products (Word, Excel) required. Understanding and working knowledge of appropriate core banking system is beneficial. Being detail-oriented, ability to multi-task, work independently and in a team environment is essential. Demonstrated professionalism is required. Ability to travel within branch region of up to 15%. KEY COMPETENCIES: Customer Service focused – Provide a high level of customer service with the ability to be a self-starter and be comfortable interacting with customers, centers of influence, and internal partners, based on their needs and adapt to each customer’s situation. Relationship and account management- Establish and maintain positive banking relationships with customers. Ability to identify products and services a customer may be interested in or that may apply to a customer. Business Development – apply the Bank’s products and services to identify and engage potential clients to create opportunities. Accountability for one’s success in meeting personal and branch goals. Organization and Time Management – Prioritize and ability to multi-task effectively and efficiently. Collaboration – working with others to achieve goals, provide customer service, and building a team environment. Essential Functions: Sitting and standing for extended periods of time. Ability to reach over the teller counter or desk area to receive customer transaction documents. Ability to lift and carry up to 20 lbs. Sufficient dexterity of hands and fingers 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.

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