Virtual Banker I

Overview A Universal Banker is responsible for providing Teller-based transactions and handling maintenance and service requests for consumer and business products/services for new and existing customers, while delivering an exceptional customer experience. Universal Bankers process deposits, transfers, withdrawals and other transactions in accordance with established policies and procedures. They are also responsible for the security of assigned cash, which must be maintained and balanced within established guidelines. They are responsible for referring customers to other lines of business, such as Treasury Services, Wealth Management, Trust, Mortgage and Commercial Banking, as appropriate with a secondary role to open new consumer and business accounts for customers. A Universal Banker must maintain and acquire knowledge of complete line of products and services offered at the Bank and perform related duties as required to achieve Center goals.
Primary role to perform maintenance and service duties for customers: greet customers/prospects in the lobby, on the Teller line or on the phone. Research customer inquiries, orders checks and/or debit cards, return phone calls, accept and forward wires and other customer originated service needs with the intent of enhancing customer retention and exploring additional sale opportunities.
Use needs-based assessment tools to analyze and determine customer needs. Recommend and offer appropriate solutions (consumer and business) both in-person and on the telephone. Use the conversation model to uncover customer needs using open-ended questions.
Secondary resource in the Center for new accounts, accurately opens, closes and maintains customer’s accounts according to established policies and procedures. Ensure that new accounts are properly boarded and cross-sell opportunities identified and pursued.
Actively participate in morning huddles, sales meetings and monthly staff meetings.
Assist and educate customers on the use of self-service and remote channels.
Demonstrate ownership of any customer problem or request, follow-up to ensure effective resolution and customer satisfaction.
Research and answer customer inquiries and requests regarding accounts, products, rates and services.
Service business customers as needed and maintain follow-up with customers.
Refer commercial opportunities as identified during profiling.
Provide ongoing relationship servicing with current customers to maintain goodwill and gain additional business.
Lead and support a customer-focused culture.
Deliver on the customer experience for all segments to ensure excellent service – every customer, every time.
Process Teller transactions within established policies and procedures to ensure operational excellence.
Support the day-to-day operations of the Banking Center, as assigned, including: cash vault balancing, reporting, tracking and servicing the ATM and night drop. Balances cash daily to maintain accurate records.
Meet or exceed sales and cross-sell goals for loans, deposits and fee income, as set by Management.
Adhere to policies, procedures, regulatory banking requirements and state and federal laws.
Ability to work Branch hours, including weekends and some evenings.
40 hours per week - Must be able to work during banking hours, which are 8:00 AM until 5:00 PM Monday through Friday, and some Saturdays from 8:00 AM until 12:00 PM (noon).

• Minimum 2 years customer service experience as well as cash handling experience.
• Minimum 2 years teller/banker experience within a regulated financial institution or retail banking required.
• Strong listening skills, excellent customer service skills, comfortable asking questions and identifying needs to expand the customer relationship.
• Attentive to details and able to identify high-risk situations.
• Positive and helpful attitude towards customers (internal and external).
• Ability to understand how to present features and benefits of products and services to customers with differing needs.
• Projects a professional image in dress, manor and communication.

Founded in 1961, NDBT has a long-standing reputation in the community and strives to provide excellent customer service to our customers and communities. North Dallas Bank and Trust is an Equal opportunity employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.