Universal Banker

JOB DESCRIPTION

Employer                                                                  Department

Pinnacle Bank                                              Retail

Job title                                                                      Exemption status           Pay grade

Universal Banker I                                       Non-Exempt           16

Supervised by

Retail Sales Manager / Branch Manager

Job Summary

The Universal Banker is responsible for:

~demonstrating exceptional customer interaction while efficiently and accurately completing customer transactions in both the Teller and Personal Banker job responsibilities

~demonstrating an accurate knowledge of the bank’s products and services

~ensuring superior quality service in completing all customer transactions

~matching the financial needs that achieve those customer goals with product and service solutions

~growing the deposits of the bank by creating an exceptional customer experience while providing and filling customer needs as they occur in the branch environment

~building long-term customer relationships with a focused group of customers by being knowledgeable of the customer base, and proactively uncovering individual customer financial goals

~maintaining a positive service mentality

~having the capacity to successfully satisfy the customer while considering the resources and needs of the organization

The employee will support the bank's strategic goals, vision, mission, core values, service standards and service philosophy in actions, words and deeds.

Core Responsibilities                       (50% of entire job evaluation)

 Customer Interaction                         (25% of Core Responsibilities)

Core Value:

~Create Exceptional Customer Experiences

~Exceed Expectations

~Develop One-on-One Relationships

Effective and quality customer interaction is the most important aspect of the employee’s job.  The customer is the number one priority.

Make eye contact with the customer as soon as the customer enters the bank. Greet the person verbally—if the customer’s name is known, use it.

Smile and have a pleasant welcoming disposition.

Communicate appreciation for the customer banking with the bank.

Thank customer once the transaction is completed, using the name of the customer.

Meet   customer needs by:

~ Using knowledge of banks products and services

~ Developing a knowledge of regular bank customers

~ Asking questions, listening effectively, understanding, analyzing and applying

~ Connecting the customer to other bank resources, for example: Investments, Mortgage, etc.

Transaction Management                  (18% of Core Responsibilities)

Core Value:

~Create Exceptional Customer Experiences

~Exceed Expectations

~Develop One-on-One Relationships

~Operate with an Innovative Edge

The employee is responsible for accurately completing the following tasks related to cash management:

~ Balancing and maintaining assigned cash drawer and limits following bank guidelines

~ Recording of and processing night depository contents and deposits by mail

~ Preparing change orders for commercial customers

Research and resolve customer transaction issues.

Conduct transactions and maintain accurate records of all transactions

Complete the transaction in a speedy and accurate manner.

Cash checks within assigned limits.

Assist in the collection of cash items.

Opening & Servicing Accounts          (20% of Core Responsibilities)

Core Value:

~Create Exceptional Customer Experiences

~Exceed Expectations

~Develop One-on-One Relationships

Open accounts for new and current customers, assist them in determining the account(s) and service(s) which will best meet their personal or business banking needs and make recommendations based on understanding of customer needs and knowledge of the bank product and services.

Conduct effective personal and business checking/savings sales presentations that will result in an appropriate account recommendation and asking for the customer's business.  Will make appropriate professional referrals to other areas of the bank during account opening.  Will distribute and enthusiastically explain Tell-A-Friend coupons with each customer interaction, including five coupons with each new account opening.

Cross-sell additional bank services to new and existing customers; refer customers to appropriate departments. Meet or exceed monthly referral/cross-sell goals.

Accurately order checks for customers.

Transfer money for customers’ accounts via phone request.  Proactively offering online banking and PHON-X-press.

Maintain accurate safe deposit box records.

Admit customers to the Safe Deposit Vault in accordance with all laws, regulations, policies and procedure.

Evaluate and make decisions concerning the initiation of Fresh Foundation accounts.

Maintain files for follow-up of new and closed accounts.

Customer and Prospect Development   (20% of Core Responsibilities)

Core Value:

~Create Exceptional Customer Experiences

~Exceed Expectations

~Develop One-on-One Relationships

Work to develop a personal and professional relationship with each prospect and current customer to effectively understand their banking needs.

Assist with maintaining a portfolio of customers, making contact with your top 25 customers at least twice a year.

Proactively seek new business for the bank every day.

Proactively conduct relationship building calls to customers while being alert to signals for sales opportunities.

Utilize the MCIF-Connections to build and expand on relationships and track referral opportunities.

Keep current every CIF file, updating and expanding at every opportunity.

Other Duties as Required                   (12% of Core Responsibilities)

Core Value:

~Show Leadership

Serve as the office resource person for issues concerning bank products and services.

Lead product knowledge training sessions at weekly branch sales meetings.

Take full ownership for the well-being and positive community image of the bank.

Actively participate in community activities and civic functions to include representing the bank to the community in both an official and unofficial capacity.

Ensure that brochures and HPC marketing materials are current and displayed professionally. Assist with monthly HPC re-certification.

Perform other tasks and duties as assigned by management.

Policies/Procedures/Compliance     (5% of Core Responsibilities)

Core Value:

~Maintain Confidentiality

Attend all training sessions and follow all compliance, security and internal guidelines to ensure accuracy and quality of each transaction.

Verify identifications, stop payments, holds, signatures, new account information and other signs of genuineness when processing transactions.

Completes Currency Transaction Reports accurately and on time

All personnel of Pinnacle Bank will be committed to the Bank Secrecy Act policies and procedures in order to assist in detecting and preventing money laundering and other illegal activities from being conducted through our bank. Failure to comply with the Bank Secrecy Act policies and procedures may subject the employee to disciplinary action, up to and including discharge and possible criminal penalties.

Focus on the importance of compliance and adhering to bank policies and procedures.

Behavioral Expectations                 (50% of entire job evaluation)

Attention to Detail/Time Management (25% of Behavioral Expectations)

Core Value:

~Show Leadership

~Operate with an Innovative Edge

~Create Exceptional Customer Experiences

Support and adhere to Branch Delivery Standards, Service Standards and Service Philosophy. Ensure that work area is well organized so that resources are readily accessible.

Complete necessary forms for all transactions and ensure that the forms are accurate, timely, meet bank and regulatory standards and route to appropriate departments.

Regularly review the data associated with areas of responsibility to identify trends and patterns for efficiency and effectiveness.

Prioritize workload each day to ensure that the most important tasks are completed each day.

Develop back up strategies to accomplish goals and objectives even when priorities may temporarily shift.

Quickly identify customer problems and initiate resolution by using a predictable problem-solving process.

Work to meet short term goals while keeping long range targets, three to five years, in view.

Effective Communication                   (25% of Behavioral Expectations)

Core Value:

~Show Leadership

~Operate with an Innovative Edge

Ask questions and listen effectively to understand the needs of other employees.

Identify and make recommendations to the Manager concerning potential opportunities to improve the department.

Communicate coherently by oral, written and electronic means. Speak clearly and persuasively in positive or negative situations.

Effectively present information and ideas and respond to questions from managers, customers, peers and the general public.

Adhere to Pinnacle Bank's Professional Telephone Standards.

Approach others in a manner that communicates a genuine concern about the person, the issue, and the goals of the bank.

Teamwork/Cooperation                     (25% of Behavioral Expectations)

Core Value:

~Show Leadership

Work cooperatively with co-workers which may include performing tasks that are outside of the normal expectations.

Proactively volunteer to serve customers and assist other team members as responsibilities are completed and time permits.

Proactively coordinate and/or participate positively with HPC Big Day activities.

Develop an understanding of expectations between departments so that common goals can be achieved.

Initiative/Accountability                   (25% of Behavioral Expectations)

Core Value:

~Show Leadership

~Operate with an Innovative Edge

Volunteer to help with "extra" duties.

Personally, utilize all applicable bank products and services.

Regular in attendance.

At work on a consistent and timely basis and ready to begin work.

Stay abreast of banking trends.

Accept responsibility for own actions.

Work to upgrade professional skills and abilities.

Embrace new and improved company policies and procedures by developing strategies to apply and implement that will assist in the achievement of individual, departmental and bank goals.

Actively participate in community activities and civic functions to include representing the bank to the community in both an official and unofficial capacity.

Gather information and effectively analyze information to determine real problem and cause before developing solutions.

Take full ownership for the well-being and positive community image of the bank.

Skills, Knowledge, Talents

Education

High school graduate with equivalent work and skill experience.

Prior Experience

One year banking, customer service and/or sales experience preferred.

Required Skills and Knowledge

Core Value:

~ Operate with an Innovative Edge

~ Show Leadership

Must have a comprehensive knowledge of the bank's products and services. Must have a willingness to serve.

Must be able to function efficiently in a network environment and have a working knowledge of Microsoft

Office and SharePoint.

Must be able to function efficiently on a general business level of math, possess general accounting knowledge (i.e. debits, credits, and an understanding of the bank's account reconciliations).

Project a professional image by adhering to guidelines in the employee handbook.

Must have a general understanding of the Federal Reserve Banking System.

Must be able to collect, research, and analyze information skillfully.

Must be a self-starter, a creative thinker, flexible, eager, nurturing, open to change and exhibit good judgment.

Must be a leader by example, attentive to detail, work well with others and responsive to supervisory guidance.

Pinnacle Bank is an Equal Opportunity Employer and a Drug Free Workplace. As a condition of employment, a completed Application of Employment and satisfactory results from a background check and drug screening must be received.  Pinnacle supports a diverse work force and welcomes all qualified applicants. It is the policy of Pinnacle Bank to consider applicants without regard to race, color, religion, creed, national origin, gender, disability, marital or veteran status, age or any other legally protected status.