Universal Banker II

SUMMARY

As a Universal Banker II you will be responsible for delivering exceptional customer service while performing a wide range of banking functions. Your role will involve interacting directly with customers to understand their financial needs, processing personal banking transactions, and assisting the lending officers and underwriters to facilitate the loan application process. You will be the face of the bank, ensuring that each customer has a positive experience and receives the financial services and advice they require. In addition to fulfilling the responsibilities of a Customer Service Representative, the Universal Banker II is responsible for deepening customer relationships by understanding their financial needs and offering appropriate solutions.

ESSENTIAL FUNCTIONS

• Provide excellent customer service by greeting customers, addressing inquiries, and resolving issues promptly and effectively.
• Process daily transactions accurately, including deposits, withdrawals, check cashing, and payments.
• Maintain a thorough knowledge of the bank's products, services, and policies to provide accurate information to customers
• Engage customers to identify their financial needs and recommend appropriate products and services, such as savings accounts, credit cards, loans, and investment options.
• Build and maintain strong customer relationships to enhance loyalty and retention through personalized banking experiences.
• Conduct regular follow-ups with customers to ensure satisfaction and identify further needs.
• Assist customers with the loan application process, including personal, auto, home equity, and other consumer loans.
• Conduct initial screenings to determine customer eligibility and provide guidance on required documentation.
• Collaborate with underwriters and lending officers to facilitate the loan approval process and communicate status updates to customers.
• Obtain pertinent information needed to move forward with loan closing
• Take loan applications and enter customer data into system
• Key loans into system and submit loans for approval
• Gather all necessary documents prior to closing to minimize exceptions
• Print loan checks and fill out general ledger tickets
• Close loans and send them to be booked
• Organize loan package and send original documents to appropriate party for filing
• Assist lender in working upcoming maturities
• Assist lender with past due reports
• Prioritize exceptions and monitor them monthly
• Provide superior customer service
• Perform other duties as assigned by management
• Actively promote bank products and services to meet sales targets.
• Utilize cross-selling techniques to introduce customers to additional banking services that meet their financial needs.
• Participate in branch sales campaigns, events, and other activities to drive business growth.
• Collaborate with colleagues to ensure a seamless and positive customer experience.
• Participate in regular training sessions to stay up-to-date with banking products, services, and compliance regulations.
• Provide mentorship and support to less experienced team members as needed.

REQUIRED EDUCATION, EXPERIENCE, AND SKILLS

• Minimum two-year college degree
• One to two years of similar or related experience in retail banking, customer service, or sales roles.
• Strong knowledge of banking products, services, and lending processes
• General knowledge of bank operations, policies, and procedures
• Must be thorough, precise, and detail-oriented
• Ability to interact and communicate professionally with customers and fellow employees
• Must take full responsibility for job duties and work with limited supervision
• Ability to speak tactfully via telephone and minimize grammatical error in written communication
• Proficient in basic computer programs (Microsoft Word, Excel, etc.)
• Excellent communication, interpersonal, and problem-solving skills.
• Proven ability to build and maintain customer relationships.
• Strong attention to detail and accuracy in transaction processing.
• Proficiency in using banking software and MS Office applications.

POSITION SPECIFIC COMPETENCIES:

• Initiative- The ability to perform job responsibilities independently and responsibly in a fast-paced environment
• Organizational Skills- Demonstrates the ability to have multiple projects and assignments are completed according to established timeframes. Information is maintained and it easily accessible. Materials and work areas are very orderly and easy to find and share.
• Communication- Demonstrates active listening and interpersonal skills. Be able to effectively communicate on written documents are clear, concise, and well-constructed.
• Strong problem-solving abilities and attention to detail.
• Proficiency in banking software and Microsoft Office Suite.
• Ability to handle confidential information with integrity and professionalism.
• Sales and cross-selling experience.
• Customer-focused mindset with a passion for providing exceptional service.
• Sales-oriented with a demonstrated ability to meet and exceed targets.

PHYSICAL REQUIREMENTS

Must be capable of operating all types of office equipment.

EQUIPMENT USED

Computer, telephone, fax machine, scanner, copier, printer

SUPERVISORY REQUIREMENTS

None

WORKING CONDITIONS

• Requires incumbent to remain sedentary within office
• Requires some travel for training/seminars

The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

This job description is not intended to be and should not be construed as an all-inclusive list of the responsibilities, skills, or working conditions associated with the position. While this job description is intended to accurately reflect the position's activities and requirements, management reserves the right to modify, add, or remove duties and assign other duties as necessary.