Universal Banker

Job Description

Job Description

Description:

The Universal Banker position is part of the Bank’s Retail Department and reports directly to the Retail Coordinator. The primary responsibilities of this position are to help service customers with the paying and receiving functions of the Bank, deepen customer relationships, and attract new customers. This position is responsible for taking deposits, withdrawals, and transfers for customers. This position also requires assisting with opening new deposit accounts, money orders, cashing bonds, opening and closing safe deposit boxes, and digital banking products. The Universal Banker 1 is also responsible for selling Bank products to existing and prospective customers. This position also requires balancing the cash, staying within drawer limits, and understanding related compliance regulations related to Bank services.

ACCOUNTABILITIES

Customer Service: 60%

• Perform routine bank teller tasks including taking deposits, withdrawals, and transfers. Additionally, the Universal Banker 1 may sell cashier checks, money orders, and help customers with related services.
• Understand and comply with the related laws and regulations that pertain to teller duties such as the bank secrecy act, privacy, and funds availability policy.
• Support customers with account maintenance questions including address changes, check orders, etc.
• Able to use the online and mobile banking products and trouble shoot common customer questions and concerns.
• Maintain and balance the cash drawer on a daily basis by accounting for cash assigned, received, and disbursed.
• Demonstrate good risk management decisions, including displaying solid knowledge of guidelines for fraud prevention and robbery.  
• Maintain customer confidence and protects Bank operations by keeping information confidential. 

Deposit Accounts/Sales: 30%

• Assist customers with new account needs including checking, savings, certificates, etc. Maintains introductory knowledge of the products the Bank offers and can explain the value of those products to customers.
• Assist customers in-person and via telephone with problems or service issues related to their account(s).  
• Support the overall Bank sales effort by meeting direct sales goals for products such as ATM cards, direct deposit, automated banking, digital banking, or referrals for other Bank products.
• Cross-sell Bank products by answering inquiries, informing customers of new services and product promotions, ascertaining customers’ needs, and directing customers to the appropriate department representative.  
• Participate as part of various retail product marketing campaigns initiated by the Bank.

Other: 10%

• Contribute to team efforts by performing additional requested to assist in the support of other Bank activities.

COMPETENCIES

Adaptability:

• Able to adjust quickly to different work situations and remain composed under pressure and in stressful situations.

Attention to Detail:

• Regard for important details to assure accuracy in every transaction performed. Detect errors and follow through on corrections.

Change Management:

• Must embrace change and see change as opportunity. Must be willing to express and support management's ideas to affected staff.

Customer Orientation:

• Respond sensitively to the needs and priorities of the customer. Recognize and take appropriate action to meet customers’ needs. Build a strong working relationship with customers to gain their respect and loyalty.

Oral/Written Communication:

• The ability to express thoughts and ideas in a clear and concise manner to a variety of audiences.

Professionalism:

• Conduct oneself in a manner that conveys a positive image of the Bank to all internal and external customers, including good time management, acting with integrity, and complying with all dress codes. 

Retail Sales:

• Must understand the role of sales and customer service in a community bank environment. Must be able to discover customer needs and be able to obtain new customer accounts.
• An overall understanding of Bank products. This includes online, mobile, and electronic delivery products.
• Understands the importance of electronic delivery. Utilizes, encourages, and sells these products.

Time Management:

• Ability to effectively manage one’s time to complete work according to established deadlines. The ability to prioritize tasks to make the best use of time for high priority tasks.

Technology

• Must be able to use Bank products specifically online and mobile banking. Must be able to assist customer with common questions.

EDUCATION AND PREFERRED REQUIREMENTS

High school degree or equivalent preferred. One to two years of customer service experience in a related position. This job requires skills needed in a typical office environment including computer skills, communication skills, as well as utilization of office equipment. Must have the dexterity to count money.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid driver’s license required for travel to Bank offices, training sessions, customer meetings, Bank and community meetings, etc. Ability to speak a foreign language helpful but not required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, or crouch. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and depth perception.

Must be willing to work in excess of 40 hours per week and on some weekends as required. 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and outside weather conditions. The noise level in the work environment is usually moderate.