Overview

At C&N we have a mission to take care of our customers to be the only bank they need. The qualified Universal Banker enhances customer retention and deepens existing relationships by providing timely and accurate transactional customer service and educating customers through effective oral and written communication on Bank products/services while identifying cross-sell, and referral opportunities to meet customer's needs. May assist customers with opening of consumer and business deposit accounts. Must be able to handle multiple tasks in a fast-paced environment. Travel to assigned branches may be required.

Qualifications

Education: High school degree or general education degree (GED)

Experience: 2-4 years previous related experience in cash handling and/or customer service setting,

preferably in a banking environment.

or

equivalent combination of education and experience.

Responsibilities

1. Customer Service/Relationship

• Meet or exceed individual and team goals as set by management.
• Greets all customers (phone or lobby) immediately with a warm welcome and identify the customer’s need.
• Initiate and engage in conversations to build customer relationships.
• Accurately and efficiently answer deposit/loan account inquiries and other questions regarding various C&N product and service solutions.
• Research, analyze and resolve any customer problems thoroughly and follow up with customers in a timely manner.
• May open consumer and business deposit accounts utilizing a sales process. Not expected to open a book of business.
• Assist customers with enrollment, activation, and troubleshooting of all technology products via computer, mobile device or tablet.
• Consistently use needs-based questions, product knowledge and communication skills to identify cross-sell and referral opportunities.
• Promote and provide information to customers on new or enhanced products/services.
• Refer customers to other C&N product area specialists when appropriate.
• Maintain a well-developed working knowledge of the complete line of products/services offered, including all technology products.
• Exemplify and consistently use Citizens & Northern Bank customer service standards set by management.

2. Branch Operations and Teller Functions

• Assumes responsibility for the efficient, effective, and accurate performance of teller functions.
• Execute transactions on deposit accounts, loan accounts and retirement accounts.
• Provide check cashing services in accordance with C&N’s policies and procedures.
• Execute other transactions for customers as needed, i.e. wire transfers, safe deposit box access and payments, stop payments, savings bond transactions, cashier’s check issuing, etc.
• Maintain cash levels and follow balancing procedures and correct any errors, enlisting help if needed.
• Balance Vault, order cash and prepare cash shipments, maintaining Branch cash limits.
• Balance and replenish cash in ATM/ITMs (if applicable).
• Issue new or replacement debit cards via Instant Issue (if available).
• Conduct all work in accordance with Bank policies and procedures and regulatory standards to ensure safety and soundness. Take responsibility to keep up to date on any changes.

3. Training and Education 

• Completes all assigned training as established in a timely manner, including compliance, certification & licensure, and other developmental requirements. 

4. Active in the Certified Universal Banker Training program.

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