Description

Summary: A Universal Banker I (“UBI”) is a critical role on the front lines assisting customers with a variety of bank products and services. The UBI position requires knowledge of universal banker (teller) transactions as well as operational functions of the branch. A UBI promotes business for the bank by providing exceptional customer service, referring and cross-selling appropriate bank products and services. A UBI must assist customers with their needs while being friendly, courteous, efficient, and cooperative. 

Primary Responsibilities:

• Provides excellent customer service by handling inbound and limited outbound calls for various bank branches redirecting/forwarding calls to the appropriate bank branch employee as needed. Explains bank services, answers questions, and resolves account problems within their Retail Banking responsibilities ensuring customer satisfaction. Refers questions and problems beyond their Retail Banking responsibilities to the Managing Director of Retail Banking or the correct department. 
• Performs universal banker (teller) duties and organizes balances and proofs cash daily to maintain accurate account transactions processed. 
• Identifies payees and verifies signatures and endorsements.
• Maintains bank accounts by ordering checks and debit cards.
• Enters data into appropriate Retail logs.
• Assists customers with Digital Banking related questions.
• Uploads required retail documents into appropriate systems.
• Utilizes Sharepoint as a resource for policies and procedures.
• Identifies whether an item needs to have a hold placed and follows procedures to place the hold.
• Refers and cross-sells bank products and services.
• Attracts and retains customer relationships by providing accurate and timely customer service. 
• Answers customer questions and resolves related account problems to ensure customer satisfaction.
• Answers customer telephone inquiries promptly and professionally and provides accurate information in accordance with bank policies and procedures.
• Promotes bank products and services by identifying customer needs and suggesting appropriate products and services to solidify and enhance customer account relationships.
• Provides professional and excellent customer service.
• Stays current on applicable banking regulations and security procedures and practices to prevent fraud or other bank losses and to comply with regulatory requirements.
• Recognizes red flags, scams, fraud, phishing, etc.
• Performs responsibilities during Bank hours by being physically present at the Bank an average of 40 hours each week based on banking needs.
• Performs other responsibilities as assigned by management.

Requirements

Required:

• High School Diploma or GED.
• Excellent oral, written, and interpersonal communication skills. 
• Meticulous attention to detail required. 
• Service-oriented, polite, and respectful.
• Ability to prioritize tasks, multi-task, and meet deadlines. 
• Demonstrated ability to exercise sound judgment, integrity, and honesty. 
• Problem solver with the ability to objectively review a challenge and suggest multiple alternatives. 
• Flexible, team-oriented, and willingness to continuously learn. 
• Ability to navigate multiple computer systems and programs. 

Preferred:

• Cash handing experience.
• Customer service experience.