Universal Banking Specialist

The Universal Banking Specialist is accountable for executing customer transactions, facilitating account maintenance as requested by clients, and addressing all inquiries related to customer services. This role involves initiating new deposit accounts and consumer loan applications. The specialist is tasked with fostering and nurturing customer relationships by delivering Exceptional Service and Sensible Advice. Probing for customer needs and providing effective solutions is essential. A thorough understanding of bank products and services is crucial, along with a commitment to staying informed about any updates.

Typically, candidates for this position possess a minimum of one year of experience in banking or a sales role within a customer-focused environment.

Act as the representative of Horizon Bank to customers, ensuring courteous and professional interactions through both in-person and telephone communications. Deliver prompt, efficient, and precise service while processing transactions in compliance with all relevant regulations, policies, and procedures. Maintain a comprehensive understanding of banking processes, products, and services, as well as pertinent regulations such as the Bank Secrecy Act (BSA). Cultivate and enhance customer relationships to identify opportunities for cross-selling and referrals. Uphold the confidentiality of customer and account information diligently. Demonstrate Horizon Bank's dedication to community involvement through support of local initiatives and events.

• Execute customer transactions, manage account maintenance requests, and handle all associated tasks. Report any suspicious activities or unusual occurrences to a supervisor.
• Train on vault responsibilities to manage cash inventories effectively.
• Gather customer information efficiently, identify financial needs, and educate clients on available products and services. Recommend solutions tailored to customer requirements.
• Initiate new deposit accounts, including checking, savings, ATM/Debit Cards, money market accounts, CDs, IRAs, and commercial accounts.
• Provide guidance on consumer loan products, including personal loans, installment loans, home equity loans, and lines of credit.
• Facilitate the opening of business deposit accounts and associated services, while referring additional products to Treasury Management or Business Banking.
• Assist in managing basic life events, including the distribution of estates to beneficiaries from deposit accounts, and recommend trust department referrals when appropriate. Educate customers on digital banking services and promote the adoption of electronic banking and e-statements.
• Build long-lasting relationships with customers by delivering Exceptional Service and Sensible Advice through in-depth knowledge of bank offerings, including business, commercial, and mortgage lending, as well as trust services.
• Engage in all office marketing and sales initiatives and promotions.
• Collaborate with branch advisors to uncover customer needs and identify cross-selling opportunities.
• Utilize risk management tools effectively to mitigate risks and minimize exposure to loss. Report any unusual activities following established protocols.
• Maintain established controls, including identification procedures and check holds, to ensure secure transactions.
• Address customer inquiries and concerns promptly through thorough investigation, reporting findings to management for corrective action.
• Conduct and document periodic risk assessments and generate reports as necessary.
• Perform all duties in accordance with established regulations, policies, and procedures.
• Safeguard customer privacy and protect bank operations by maintaining confidentiality of information.
• Participate in ongoing training related to skills, sales, compliance, risk management, and security as required for the position, applying knowledge in daily responsibilities.
• Undertake additional duties as assigned.

• High school diploma or equivalent.
• 1+ years of experience as a Bank Teller or a comparable combination of banking, payment processing, and professional sales experience in a service-oriented setting preferred.
• Successful completion of consumer lending training and consistent demonstration of required proficiency in lending products and processes.
• Strong sales orientation and ability to cultivate ongoing customer relationships.
• Exhibit a professional demeanor and communicate effectively with the public, colleagues, management, customers, and others in a courteous and positive manner.
• Ability to comprehend, process, and apply written training materials to daily activities.
• Capable of following detailed instructions and a variety of procedures requiring sound judgment.
• Proficient in performing basic mathematical calculations using various business machines and/or computers.
• Strong typing and computer skills are essential.

• Consultative Sales
• Product Knowledge
• Effective Questioning
• Prospecting and Referring
• Relationship Building
• Results Focused

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions in compliance with the Americans with Disabilities Act (ADA).

Physical Demands:

Percentage of Time:

Communicate with customers, advisors, and managers regarding banking transactions and issues, ensuring accurate information exchange.

90-100%

Verify the authenticity of financial instruments, forms, documents, and signatures, and confirm the identity of customers, vendors, and service providers.

Observe actions of others to ensure the safety and security of the facility.

90-100%

Constantly operate a computer and other office machinery such as calculators, copy machines, printers, and telephones.

90-100%

Remain in an upright stationary position at counter height for extended periods.

50-75%

Grasp, move, and sort forms and papers as needed.

90-100%

Regularly navigate the branch to access teller lines, file cabinets, storage drawers, and various office equipment.

75-100%

Occasionally reach heights between the floor and 6'.