Universal Banker

Universal Banker

Overview:

The Universal Banker specializes in delivering an exceptional customer experience through sales, service, and digital engagement for both Consumer and Business Banking customers. This role supports daily branch operations, meets customer service and sales needs, and manages customer appointments to identify needs and refer complex issues to appropriate team members.

Key Responsibilities:

• Customer Engagement: Educate customers about Consumer and Business Banking solutions. Recommend services based on customer needs and encourage digital banking capabilities.
• Appointments & Consultations: Manage customer appointments (scheduled or walk-ins) to identify their banking needs and ensure smooth transitions to the right banking partners for complex issues.
• Sales & Service: Follow the Bank's sales process and offer simplified, customer-focused guidance. Proactively reach out to customers to support retention and expand relationships.
• Lobby Management: Actively engage in lobby management, greeting customers, addressing inquiries, and taking ownership of resolving immediate banking needs.
• Operational Support: Assist in daily branch operations including handling customer transactions, overdraft resolution, and ensuring compliance with internal systems. Complete operational activities as required.
• Compliance & Risk Management: Stay current with AML (Anti-Money Laundering), BSA (Bank Secrecy Act), KYC (Know Your Customer) processes. Identify and escalate potential fraud cases. Ensure compliance with operational and regulatory standards.
• Customer Resolution: Resolve customer complaints, ensuring accurate logging and follow-up. Ensure effective and timely resolution of customer concerns.
• Sales Referrals: Identify sales opportunities and refer customers to appropriate banking partners for product solutions.

Scope of Responsibilities:

• Provide exceptional service and resolve customer issues efficiently.
• Drive sales and enhance the customer experience within the branch.
• Adapt to multiple roles within the branch, from opening new accounts and loan origination to problem resolution and processing transactions.
• Demonstrate empathy, customer-centricity, adaptability, and digital fluency in all customer interactions.

Education & Experience Required:

• High school diploma or equivalent (GED).
• Minimum 1 year of experience in retail sales, call center, customer service, or telesales.
• Strong verbal and interpersonal communication skills.
• Ability to handle difficult customer conversations and varying customer needs.
• Well-organized with strong time management and prioritization skills.
• Ability to work under pressure in a fast-paced, team environment.
• Proficiency with internet-level technology.

Preferred Qualifications:

• Bilingual based on branch needs.
• Proven ability in sales or referrals.
• Physical Requirements:
• Ability to stand for long periods.
• Prolonged use of hands and fingers.
• Ability to lift light to heavy objects (5-30 lbs).
• Ability to read fine print.
• Ability to interact with customers in a face-to-face work environment.

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