Universal Banker

JOB DESCRIPTION

Employer Department

Vallant Bank Retail

Job title Exemption status


Universal Banker Non-Exempt

Supervised by

Branch Manager/Retail Service Manager

Job Summary

The Universal Banker is responsible for:

• demonstrating exceptional customer interaction while efficiently and accurately completing customer transactions in both the Teller and Personal Banker job responsibilities

• demonstrating an accurate knowledge of the bank's products and services

• ensuring superior quality service in completing all customer transactions

• matching the financial needs that achieve those customer goals with product and service solutions

• growing the deposits of the bank by creating exceptional customer experience while providing and filling customer needs as they occur in the branch environment

• building long-term customer relationships with a focused group of customers by being knowledgeable of the customer base, and proactively uncovering individual customer financial goals

• maintaining a positive service mentality

• having the capacity to successfully satisfy the customer while considering the resources and needs of the organization

The employee will support the bank's strategic goals, vision, mission, core values, service standards and service philosophy in actions, words and deeds.

Core Responsibilities

Customer Interaction

• Effective and quality customer interaction is the most important aspect of the employee's job. The customer is the number one priority.

• Make eye contact with the customer as soon as the customer enters the bank. Greet the person verbally-if the customer's name is known, use it.

• Smile and have a pleasant welcoming disposition.

• Communicate appreciation for the customer banking with the bank.

• Thank the customer once the transaction is completed, using the name of the customer.

• Meet customer needs by:
  • Using knowledge of banks products and services
  • Developing a knowledge of regular bank customers
  • Asking questions, listening effectively, understanding, analyzing and applying
  • Connecting the customer to other bank resources, for example: Investments, Mortgage, etc.

Transaction Management

• The employee is responsible for accurately completing the following tasks related to cash management:
  • Balancing and maintaining assigned cash-drawer and limits following bank guidelines
  • Recording of and processing night depository contents and deposits by mail
  • Prepare change orders for commercial customers

• Research and resolve customer transaction issues.

• Conduct transactions and maintain accurate records of all transactions

• Complete the transaction in a speedy and accurate manner.

• Cash checks within assigned limits.

• Assist in the collection of cash items.

Opening & Servicing Accounts

• Open accounts for new and current customers, assist them in determining the account(s) and service(s) which will best meet their personal or business banking needs and make recommendations based on understanding of customer needs and knowledge of the bank product and services.

• Conduct effective personal and business checking/savings sales presentations that will result in an appropriate account recommendation and asking for the customer's business. Will make appropriate professional referrals to other areas of the bank during account opening. Will distribute and enthusiastically explain Tell-A-Friend coupons with each customer interaction, including five coupons with each new account opening.

• Cross sell additional bank services to new and existing customers; refer customers to appropriate departments. Meet or exceed monthly referral/cross-sell goals.

• Accurately order checks for customers.

• Transfer money for customers' accounts via phone request. Proactively offering online banking and PHON-X-press.

• Maintain accurate safe deposit box records.

• Admit customers to the Safe Deposit Vault in accordance with all laws, regulations, policies and procedures.

• Evaluate and make decisions concerning the initiation of Fresh Foundation accounts.

• Maintain files for follow-up of new and closed accounts.

Customer and Prospect Development

• Work to develop a personal and professional relationship with each prospect and current customer to effectively understand their banking needs.

• Assist with maintaining a portfolio of customers, contacting your top 25 customers at least twice a year.

• Proactively seek new business for the bank every day.

• Proactively conduct relationship building calls to customers while being alert to signals for sales opportunities.

• Utilize the MCIF-Connections to build and expand relationships and track referral opportunities.

• Keep every CIF file current, updating and expanding at every opportunity.

Other Duties as Required

• Serve as the office resource person for issues concerning bank products and services.

• Lead product knowledge training sessions at weekly branch sales meetings.

• Take full ownership for the well-being and positive community image of the bank.

• Actively participate in community activities and civic functions to include representing the bank to the community in both an official and unofficial capacity.

• Ensure that brochures and HPC marketing materials are current and displayed professionally. Assist with monthly HPC re-certification.

• Perform other tasks and duties as assigned by management.

Policies/Procedures/Compliance

• Attend all training sessions and follow all compliance, security and internal guidelines to ensure accuracy and quality of each transaction.

• Verify identifications, stop payments, holds, signatures, new account information and other signs of genuineness when processing transactions.

• Completes Currency Transaction Reports accurately and on time

• All personnel of Vallant Bank will be committed to the Bank Secrecy Act policies and procedures in order to assist in detecting and preventing money laundering and other illegal activities from being conducted through our bank. Failure to comply with the Bank Secrecy Act policies and procedures may subject the employee to disciplinary action, up to and including discharge and possible criminal penalties.

• Focus on the importance of compliance and adhering to bank policies and procedures.

Skills, Knowledge, Talents

Education

• High school graduate with equivalent work and skill experience.

Prior Experience

• One year of banking, customer service and/or sales experience is preferred.

Required Skills and Knowledge

• Must have a comprehensive knowledge of the bank's products and services. Must have a willingness to serve.

• Must be able to function efficiently in a network environment and have a working knowledge of Microsoft Office and SharePoint.

• Must be able to function efficiently on a general business level of math, possess general accounting knowledge (i.e. debits, credits, and an understanding of the bank's account reconciliations).

• Project a professional image by adhering to guidelines in the employee handbook.

• Must have a general understanding of the Federal Reserve Banking System.

• Must be able to collect, research, and analyze information skillfully.

• Must be a self-starter, a creative thinker, flexible, eager, nurturing, open to change and exhibit good judgment.

• Must be a leader by example, attentive to detail, work well with others and be responsive to supervisory guidance.

Vallant Bank is an Equal Opportunity Employer and a Drug Free Workplace. As a condition of employment, a completed Application of Employment and satisfactory results from a background check and drug screening must be received. Vallant supports a diverse work force and welcomes all qualified applicants. It is the policy of Vallant Bank to consider applicants without regard to race, color, religion, creed, national origin, gender, disability, marital or veteran status, age or any other legally protected status.