Universal Banker II

Role Purpose

The Universal Banker II supports customers across teller and platform functions while also helping oversee daily teller-line operations and branch service quality. This role serves as a resource for other branch employees, assists with operational controls, supports cash management activities, resolves more complex customer service issues, and contributes to branch goals through relationship-building, customer retention, and responsible referrals.

Role Experience Expectations

The Universal Banker II should bring strong branch banking experience with demonstrated proficiency in Advanced Teller operations and functions, perform Head Teller activities, platform account servicing, and platform responsibilities. This role requires the ability to work independently, support branch operations, assist with mentoring or guidance for less experienced team members, and handle customer service needs with professionalism and accuracy.

Advanced Teller Duties

The Universal Banker II is expected to perform routine and complex teller transactions independently while maintaining high standards for accuracy, confidentiality, security, and customer service. This role applies advanced teller knowledge to support efficient branch operations and assist with more complex customer or transaction issues.

• Process deposits, withdrawals, transfers, loan payments, official checks, money orders, and other routine or complex customer transactions.
• Balance cash drawer, reconcile transactions, research outages, and maintain accurate daily records.
• Verify customer identification and follow procedures for account security, customer privacy, fraud prevention, and regulatory compliance.
• Identify, research, and escalate unusual account activity, suspicious transactions, customer disputes, operational concerns, or potential fraud.
• Maintain appropriate cash limits, follow dual-control procedures, and support branch security expectations.
• Assist customers with account balance questions, transaction research, digital banking access, and service needs.
• Provide professional, courteous, and efficient service while supporting branch lobby flow, teller-line coverage, and customer wait times.
• Assist with opening and closing teller procedures, vault activities, cash shipments, ATM balancing, night depository processing, and other operational duties as assigned.
• Support teller cash audits, cash ordering, cash balancing, and branch negotiable item controls within assigned authority.
• Help identify transaction errors, balancing differences, procedural issues, and training opportunities, escalating when needed.
• Serve as a resource for tellers and Universal Bankers by modeling accurate procedures, strong customer service, and appropriate risk controls.
• Support branch audit readiness by following operational procedures and helping maintain required records, logs, and documentation.
• Maintain awareness of fraud trends, red flags, security procedures, and risk indicators related to branch transactions.

Platform Responsibilities

The Universal Banker II performs platform responsibilities, including account opening, account maintenance, problem resolution, customer education, and service follow-up. This role should be able to manage a broad range of customer needs while ensuring proper documentation, disclosures, and compliance with bank procedures.

• Open, close, and maintain consumer and business deposit accounts in accordance with bank policy and applicable requirements.
• Assist customers with debit cards, online and mobile banking, address changes, stop payments, account updates, wire or transfer requests, disputes, and other service needs as authorized.
• Research and resolve customer service concerns, account issues, transaction questions, and documentation needs within assigned authority.
• Conduct needs-based conversations to identify appropriate banking products, services, and digital solutions.
• Educate customers on account features, service options, fraud prevention, digital banking tools, and available financial solutions.
• Make quality referrals to lending, mortgage, wealth, treasury, or other specialized partners when appropriate.
• Support branch growth and retention goals through relationship-building, service excellence, responsible recommendations, and effective follow-up.
• Maintain accurate documentation of account activity, service requests, disclosures, customer interactions, and required records.
• Stay current on product knowledge, fees, regulatory requirements, operational procedures, and system updates.

Required Qualifications

• High school diploma or equivalent required; associate degree or related coursework preferred.
• Minimum of two years of banking experience preferred, including Teller, Head Teller and Platform experience.
• Demonstrated experience with cash handling, transaction processing, balancing, vault support, ATM balancing, customer service, and account servicing.
• Working knowledge of deposit accounts, digital banking tools, branch operations, fraud prevention, customer identification requirements, regulatory expectations, and internal controls.
• Ability to handle confidential customer and branch information with professionalism, discretion, and sound judgment.
• Strong communication, problem-solving, organization, accuracy, attention-to-detail, and follow-up skills.
• Ability to identify customer needs and make appropriate product, service, or partner referrals.
• Ability to assist with coaching, guidance, and operational support for branch team members.
• Comfortable using banking systems, customer service platforms, digital tools, and standard office technology.
• Ability to work branch hours, including occasional Saturdays or extended hours as business needs require.

Key Competencies

• Customer focus and service excellence
• Advanced teller operations and transaction accuracy
• Head Teller support, cash management, and operational control awareness
• Platform account servicing and problem resolution
• Relationship building, customer retention, and responsible referrals
• Ethical judgment, confidentiality, and professionalism
• Fraud awareness, compliance awareness, security awareness, and risk management
• Mentoring mindset, teamwork, adaptability, and branch leadership support

Performance Expectations

The Universal Banker II is expected to independently support all Teller and Head Teller, and platform functions; accurately complete routine and complex branch transactions; assist with daily operational controls; resolve customer service needs; support branch team members; identify customer needs; make appropriate referrals; and demonstrate consistent adherence to bank policies, procedures, security standards, and compliance requirements.