POSITION SUMMARY:Supervises and coordinates the daily activities of the teller staff to maintain the efficient, effective and customer-focused operation of the teller area. Provides necessary support to the teller staff to assure that customer business is transacted with the highest degree of accuracy, courtesy, professionalism and satisfaction. The Universal Banker works to bridge the gap between the teller and retail banking representative roles. They are responsible for building and deepening relationships by uncovering financial needs and finding solutions using the best products and services. This role will also assist customers to meet their financial goals by handling routine financial transactions, such as deposits, withdrawals, advances, loan payments and merchant transactions.

PRIMARY RESPONSIBILITIES AND ACCOUNTABILITIES:

Teller Supervisor Responsibilities

• Supervises and supports the daily activities of the teller staff by assigning work, answering questions, solving problems, providing overrides and assisting with complex transactions and sensitive customer service issues.
• Facilitates and maintains a positive, welcoming and customer-focused environment among the teller group.
• Performs routine teller duties as needed to maintain the highest level of customer service, such as receiving deposits and withdrawals to customer accounts, cashing checks within prescribed limits, making change, receiving customer payments, issuing cashier checks and money orders, selling gift cards, travel cards and license plate stickers, and other duties.
• Performs various administrative functions including staff scheduling, cash balancing, approval of work hours, report preparation and other record-keeping duties as required.
• Assists with the investigation of teller offages to determine cause and recommends corrective measures to prevent repeat errors.
• Provides ongoing training, mentoring, development and encouragement to teller personnel to ensure the ongoing efficiency and effectiveness of the operation.
• Engage customers in conversation to understand their needs and objections. Actively cross-sells products and services to customers by understanding customer needs for possible referral and encourages teller staff to do likewise.
• Processes mail and night deposits.
• Verifies / balances the vault and teller cash.
• Balances or directs the balancing of the ATM.
• Performs unannounced cash audits and periodic night deposit audits as assigned.

Universal Banker Responsibilities

• Obtains all necessary customer information and documentation in relation to the opening or closing of deposit accounts.
• Resolves any questions or issues regarding debit card transaction, checks and other account activities.
• Processes new, renewals and rollovers of products such as CDs and IRAs.
• Assists consumers with inquiries and resolves problems and issues regarding all products and services offered by the Bank.
• Assist, train, and educate customers on how to conduct simple transactions through self-service technologies (i.e. ATM, Online and Mobile Banking).
• Offers other products, like credit cards and auto loans. While doing so, obtains all necessary customer information and documentation in relation to the opening of deposit accounts or other products.
• Performs other duties, functions and special projects as assigned.

EDUCATION, EXPERIENCE AND SKILL REQUIREMENTS:

• Three or more years of previous banking experience in lending, customer service and/or teller operations. Will consider an equivalent combination of education and experience.
• Previous leadership experience is required, preferably in the banking industry.
• Ability to obtain and maintain federal licensing and certification requirements (NMLS).
• Friendly, professional and accommodating demeanor, with a strong enthusiasm for customer service and problem resolution.
• Proficient computer skills including Word and Excel, and the ability to quickly adapt to other specialized software applications.
• Ability to work productively and independently with minimal supervisory overview.
• Ability to produce work of high quality and accuracy.
• Strong organizational skills. Ability to recognize issues of significance and prioritize assignments.

PHYSICAL REQUIREMENTS:

Typical office environment. Requires ability to operate numerous types of office equipment such as phones, computers, printers, scanners, fax machines, copiers and calculators. Primarily a sedentary position but requires occasional standing, walking, lifting, carrying, bending, kneeling, stretching and stooping. Requires the ability to frequently view and read computer screens and paper documents.

GENERAL NOTICE:

This position description describes the general nature and level of work performed by the employee assigned to this position and should not be interpreted as all inclusive. It does not state or imply that these are the only duties and responsibilities assigned to the position. The employee may be required to perform other job-related duties. All requirements are subject to change and to possible modification to reasonably accommodate individuals with a disability.

This position description does not constitute an employment agreement between the Bank and employee and is subject to change by the employer as the needs of the Bank and requirements of the position change.