Universal Banker (Grimes)

The Universal Banker 2 is part of the Bank’s Retail Department and will report directly to the Retail Coordinator. The primary responsibility of this position is to help deepen customer relationships, attract new customers, and improve customer service.

This position is primarily responsible for opening new deposits, selling additional products to existing and prospective customers, and supporting the overall sales efforts of the Bank. This position will be required to help perform all Universal Banker 1 job duties as needed and requested by the supervisor. This will include performing teller services and helping customers with problem resolution, maintenance changes, and opening and closing safe deposit boxes.

This position will also be responsible for completing sales activities to help attract new customers. These duties will include originating letters to be sent to existing and prospective customers, soliciting banking relationships, developing prospect lists, and other tasks as requested by the Retail Coordinator.

ACCOUNTABILITIES

Deposit Accounts: 50%

• Assist walk-in customers with all their new account needs. This will include obtaining mastery knowledge of checking, savings, certificates of deposit, and consumer loans, and working towards preliminary knowledge of IRAs and business accounts. Obtains a thorough understanding of the various products offered by the Bank and can explain the value of those products to customers.
• Assist walk-in and phone customers with problems or service issues related to their account(s) such as account charges, lost or stolen credit or debit cards, tracking checks or payment, and identify theft or fraud.
• Responsibilities will include sales, cross-selling, and referring existing and prospective customers to all Bank products. This position will be expected to meet set direct sales and referral goals. Incentives can be earned by high performers in this job role.
• Assist with product promotions that the Bank introduces.
• May be required to contact customers by phone to ask for account relationships when needed.

Customer Service: 25%

• Perform routine bank teller tasks including taking deposits, withdrawals, transfers, and consumer loan inquires. Additionally, the Universal Banker 2 may sell cashier checks, money orders, and assist customers with additional related services such as password resets or ATM card requests.
• 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. Ability to do more in depth account research to independently resolve customer account maintenance inquiries.
• Understands the importance of electronic delivery. Fully utilizes, encourages, and sells these products.
• Able to use and master the online and mobile banking products and independently troubleshoot common customer questions and concerns.
• 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.
• Maintain a deeper knowledge of all Bank and with an ability to explain the value of those products to existing or prospective customers.
• Participate as part of various retail product marketing campaigns initiated by the Bank.
• 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.

Other: 5%

• Fulfill compliance requirements as directed by the Bank, including those of the Bank Secrecy Act and all consumer compliance issues.
• Contribute to team efforts by performing additional duties assigned by management to assist in the support of other Bank activities.

COMPETENCIES

• 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.
• 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.
• The potential to understand and effectively apply selling techniques to open, develop, and close a sale. Must be able to create interest in a product and actively cross-sell other products and services.
• Understands the importance of electronic delivery. Utilizes, encourages, and sells these products.
• A deep understanding of all Bank products. This includes online, mobile, and electronic delivery 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 and master all Bank products, but specifically online and mobile banking. Must be able to assist customer with common questions.

EDUCATION AND PREFERRED REQUIREMENTS

High School diploma or equivalent. Two-three years customer service/sales experience.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.

LANGUAGE SKILLS

Ability to read, analyze, interpret and implement regulations and laws, general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, policy and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions and/or problems and deal with several abstract and concrete variables.

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.

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The above statements are intended to describe the general nature and level of work being performed by the person assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Further, this job description is not intended to limit or in any way modify the right of any supervisor to assign, direct and control the work of any employee under his/her supervision. I further understand that employment is at the will of the employer and either the employer or the employee may at any time terminate the employment with or without cause. I further understand that no representations, promises or commitments made by supervisors or other company representatives relating to this position or duration of employment are binding on the company.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.