Universal Banker I

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Job description

Job Title: Universal Banker I

Reports to: Branch Manager

Salary Grade: 5A

SUMMARY: As a Universal Banker, you will have the opportunity to deliver excellent experiences for customers and prospects. In addition to assisting with everyday transactions, you will have the opportunity to help with customer resolution and financial wellness by having needs based conversations and identifying appropriate solutions.

JOB REQUIREMENTS:

* High school diploma or equivalent
* Minimum of one-year retail experience
* Proficient computer operation skills and ability to operate standard office equipment
* Proficient in Microsoft Office programs
* Great interpersonal skills in dealing with both internal and external customers
* Great telephone and customer service skills
* Ability to uncover and provide solutions to meet customer needs and provide resolutions
* Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc.

JOB FUNCTIONS:

* Adhere to all security procedures and follow operational bulletins
* Maintain basic knowledge of banking products and services
* Extensive knowledge of financial institution policies and procedures pertaining to customer service and teller operations
* Handle each transaction with care, sensitivity, and confidentiality
* Provide efficient, accurate and high-quality service while maintaining good customer relations and present oneself as an example of extraordinary quality service
* Answer customer inquiries and provide account information and updates as requested
* Answer questions regarding bank policies as well as products and services
* Maintain extensive knowledge of retail bank products and services and look for opportunities to strengthen existing customer relationships and develop new relationships by understanding customers' needs while considering perspectives and priorities of different customers
* Drive proactive needs based sales conversations through interactions, including service to sales, teller interactions and appointment setting
* Make referrals to other areas of the bank
* Educate customers on options for managing transactions using technology and all other tools and resources available
* Apply product and service knowledge to effectively solve customer problems
* Assist other staff in serving customers, answering telephones and performing other duties as necessary
* When applicable, admit authorized customers to the safe deposit box area, complete necessary forms and rent safe deposit boxes
* Utilize bank programs such as customer management and sales tools
* Participate and help branch achieve sales goals to maximize success

UNIVERSAL BANKER DUTIES:

* Receive checks for deposit to accounts, verify amounts, examine checks for proper endorsement
* Cash checks and process withdrawals; pay out money after verification of signature and customer balances
* Place holds on accounts for uncollected funds
* Verify and package coin and currency
* Balance cash drawer at the end of the day and report any discrepancies to the Supervisor
* Ensure the teller station is properly stocked with forms, supplies, etc.
* Prepare currency transaction reports as necessary including entering information on monetary instrument logs
* Process charge card payments and cash advances, loan payments, skip payments, safe deposit box rental payments, and utility payments (where applicable)
* Orders and maintains inventory of negotiable instruments in teller area; verify cash received upon sale of negotiable instruments
* Adhere to operator limits (Teller Supervisor's approval required on amounts larger) on all applicable transactions (ex: Split Deposits)
* Perform daily teller functions such as issuing Official Checks, redeeming Savings Bonds, processing night deposits, preparing courier bags, etc.
* Send items for collection when necessary
* Work drive-in Teller area when necessary
* Assist in ATM servicing when necessary
* Engage customers in conversations to uncover opportunities to deepen the relationship and promote financial wellness for the customer
* Promote, explain, open and renew (where applicable) financial institution services such as consumer loans, IRAs, Certificates of Deposit, safe deposit boxes, etc.
* Provide personalized service to depositors including new checking, savings, and certificate accounts
* Provide account advice, including resolution suggestions, other information and follow up to assigned customers as needed
* Have a thorough knowledge of all retail products and service, including Individual Retirement Accounts and ability to renew maturing IRAs, process IRA transfers, rollovers, and disbursements
* Fulfill onboarding process for all new customers
* Perform daily operation of computer applications and make changes or updates to existing accounts when authorized and necessary
* Responsible for ordering new account kits and related supplies
* When applicable assist with vault money, which includes ordering/shipping/balancing
* Verify cash received/shipped, orders and maintains inventory of official checks and other negotiable items for use in the teller area
* Place stop payments when requested by customer
* Verify and place holds on deposits as needed when risk of loss is identified
* Other duties as assigned