JOB SUMMARY

Under the supervision of the Universal Banker II or other supervisors and or manager, the Universal Banker, is responsible for providing exceptional customer service while conducting transactions in an accurate and timely manner. The Universal Banker is also responsible for the sales and servicing of all bank products and services consistent with Bank policies and regulations. The Universal Banker is expected to identify sales opportunities, cross sell products and services including referrals to branch sales team and brokerage personnel. Meets and/or exceeds the expectations of the Assessment/Deployment Coaching process; sales, service, operations, and cross training/personal development.

PRINCIPAL RESPONSIBILITIES

Work with team to actively support branch sales.

Contribute to team sales goal attainment.

Participate in Team Sales Meetings, Sales Campaigns, and Branch focused sales events.

Maintain current and accurate records of sales tracking results.

Achieve personal goals in the areas of quality account opening and referrals of consumer and business accounts.

Cross sell products and services, such as business products, consumer checking, debit cards, E-banking, loan referrals, and other referrals to established affiliates; appropriately to every customer by identifying needs and providing solutions.

May need to conduct account opening/maintenance functions.

Responsible for Providing Exceptional Customer Service

Provides efficient, effective, and courteous customer service. Consistently delivers exceptional customer service by acknowledging customers immediately, making eye contact, using the customer’s name and giving undivided attention. Using standard greetings and farewells and thanking the customer for banking with us.

Constantly look for ways to improve the customer experience and communicate those ideas to branch management.

Build customer relationships to encourage business retention.

Complete all work with accuracy and in a timely manner.

Escalate customer complaints to supervisor.

Perform a variety of transactions to service the customer, including processing deposits, withdrawals, making payments, cashing checks, redeeming bonds, and scan daily work, etc.

Perform operational functions and adhere to the policy and procedure as outlined in our Bank’s manuals (i.e., Reg. CC, BSA, etc.). Maintains and oversees wire authority of up to $ 50,000.

Balance transactions and cash at the end of the day and participate in the branch settlement. May participate in balancing ATM, Coin Machine, and Cash Vault.

Perform functions such as answering phone, filing, safe deposit box escort, audits, etc. (Winsted Branch Only; serve as receptionist when needed).

Perform all duties in accordance with prescribed regulatory compliance guidelines.

Continuously strive to improve personal development through policy, product, and banking knowledge.

Maintain current knowledge of Bank’s products and services as well as policies and procedures.

Attend relevant seminars and courses to update and advance knowledge and skills.

Volunteer for special projects within the scope of your job responsibilities.

Participate in community events and establish relationships for the benefit of the bank.

EDUCATION/EXPERIENCE REQUIREMENTS

High school diploma or equivalency required with 3 to 6 months of relevant banking, retail or sales experience. Demonstrated customer service and sales skills. Must possess strong communication, problem solving, and organizational skills. Proven ability to interact in a positive and professional manner with customers and peers. Must have full working knowledge of Microsoft Office Suite; Outlook, Word, Excel and PowerPoint. Must be able to work extended or weekend hours. Regular attendance is an essential function of this position.

INITIATIVE

Tasks are generally standardized and routine. Some judgment required in cross selling Bank products and services and in ensuring the proper application of Bank and regulatory policies is followed. Supervision received is intermittent checks with all problems referred to supervisor.

RESPONSIBILITY

Most errors are detected and corrected almost immediately. Failure to follow policies and regulations, such as accepting a fraudulent check, could lead to a monetary loss by the Bank. Most of work verified or checked. Corrections involve some trouble in back checking by others. Poor customer service might lead to loss of business for the Bank. Failure to sell or cross sell will result in lost future revenue. This position has a high degree of access to customer account information. The position has frequent daily contact with customers to process customer transactions. Contacts within the Bank are with immediate peers and supervisor to give and receive routine information.

SUPERVISION

None

POSITION CONDITIONS

Normal. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle controls; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, or kneel. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus to computer screens for long periods of time.