Universal Banker

The Universal Banker I supports customers across both teller and platform functions while helping the branch deliver efficient service, deepen customer relationships, and maintain operational control. This role requires the ability to complete daily branch transactions, resolve common service needs, identify opportunities to recommend products or services, and assist customers with confidence using bank systems, policies, and digital banking tools.

Role Experience Expectations

The Universal Banker I should bring prior branch banking experience and be able to contribute quickly with limited foundational training. The role includes teller duties, advanced teller responsibilities, and platform support, with continued coaching to strengthen product knowledge, customer conversations, operational accuracy, and risk awareness.

Teller Experience and Duties

The Universal Banker I is expected to independently perform routine teller transactions while maintaining accuracy, confidentiality, security awareness, and strong customer service. This includes supporting customers efficiently at the teller line and following established procedures for transaction processing and cash handling.

• Process deposits, withdrawals, transfers, loan payments, official checks, money orders, and other routine customer transactions.
• Balance cash drawer, reconcile transactions, and maintain accurate daily records.
• Verify customer identification and follow procedures for customer privacy, account security, and fraud prevention.
• Identify and escalate unusual account activity, suspicious transactions, customer disputes, or operational concerns.
• Maintain appropriate cash limits, follow dual-control procedures, and comply with branch security expectations.
• Assist customers with account balance questions, transaction history, digital banking access, and basic service needs.
• Provide professional, courteous, and efficient service while supporting branch lobby flow and customer wait times.

• Assist with more complex customer transactions and problem resolution within assigned authority.
• Support opening and closing teller procedures, vault activities, cash shipments, ATM balancing, or other operational duties as assigned.
• Help identify transaction errors, balance differences, and procedural issues, escalating when needed.
• Serve as a resource for less experienced tellers by modeling accurate procedures and strong customer service.
• Apply knowledge of branch audits, operational controls, security procedures, and compliance expectations.
• Maintain awareness of fraud trends, red flags, and risk indicators related to branch transactions.

Platform Experience and Duties

The Universal Banker I also performs platform responsibilities, including account servicing, customer needs assessment, product education, and referral support. This role should be comfortable initiating customer conversations and assisting with deposit account needs while following policy, disclosure, and documentation requirements.

• 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, and other service needs as authorized.
• Conduct needs-based conversations to identify appropriate banking products, services, and digital solutions.
• Educate customers on account features, service options, fraud prevention, and available financial tools.
• 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, and responsible recommendations.
• Maintain accurate documentation of account activity, service requests, disclosures, and customer interactions.
• Stay current on product knowledge, fees, regulatory requirements, and internal procedures.

Key Competencies

• Customer focus and service excellence
• Transaction accuracy and cash handling discipline
• Teller operations and operational control awareness
• Platform account servicing and customer needs assessment
• Relationship building and responsible referrals
• Ethical judgment, confidentiality, and professionalism
• Fraud awareness, compliance awareness, and risk management
• Problem-solving, adaptability, and branch teamwork

Performance Expectations

The Universal Banker I is expected to independently support teller and platform functions, accurately complete routine and advanced branch transactions, provide reliable customer service, maintain strong operational controls, identify customer needs, make appropriate referrals, and demonstrate consistent adherence to bank policies, procedures, security standards, and compliance requirements.