Universal Banker

The Universal Banker serves as a trusted resource for customers by opening and maintaining a variety of SBSU accounts, assessing financial needs, and recommending appropriate products and services. This role delivers exceptional customer service by resolving concerns, processing transactions accurately, and maintaining a balanced cash drawer in accordance with bank policies and procedures. The Universal Banker builds strong customer relationships by applying the SBSU VALUE Blueprint to every interaction, identifying referral opportunities, and supporting overall branch growth. This position utilizes tools such as a CRM and the bank's 2-2-2 Follow Up program to ensure consistent engagement, accurate documentation, and personalized service. A strong understanding of bank products, regulations, and procedures is essential, along with a commitment to supporting community outreach and overall branch operations. Hours are Monday-Friday 10am-4pm (30 hours/week).

Essential Duties And Responsibilities

• Be a primary resource for opening new customer accounts including all SBSU deposit accounts, IRAs, and credit and debit card services
• Resolving customer concerns efficiently by exceeding customer expectations as the goal of every interaction
• Develop and maintain expert knowledge of SBSU accounts, products, and services
• Assesses customer needs during account openings and routine interactions using the VALUE Blueprint; promote appropriate bank products and services while forwarding referrals to other specialized departments as necessary
• Process bank transactions, including but not limited to loan payments, money transfers, check orders, cash handling, and balance a cash drawer in accordance with bank policy
• Become knowledgeable of banking regulations and adhere to all established bank policies and procedures
• Open bank products with accuracy and if necessary, following through on Second Day Review to correct any errors within written procedure deadlines
• Provide excellent customer service with a strong focus on relationship development and long-term customer retention with the 2-2-2 follow-up program
• Research and resolve customer questions and account issues; analyze branch and customer data to identify opportunities for deeper relationships and future growth
• Assist with community outreach events to increase bank visibility and foster new business opportunities
• Accurately document customer interactions, account updates, and service needs within the bank's CRM system
• Use the VALUE Blueprint and 2-2-2 Follow-Up Program to track customer preferences, follow up on service requests, and support personalized banking efforts
• Utilize CRM data to identify cross-sale opportunities, referrals, and relationship expansion in alignment with customer needs
• Other duties as assigned, based on needs of the branch at the discretion of the Branch Operations Manager

CORE VALUE FIT

• Relationships Matter: Build trust through meaningful conversations, active listening, and consistent follow-through to develop long-term customer relationships
• Live with Integrity: Adhere to all bank policies, procedures, and regulatory requirements while acting honestly, ethically, and in the best interest of everyone involved
• Share Positivity: Create a welcoming branch environment by greeting customers warmly, maintaining a professional attitude, and contributing to a positive team culture
• Make a Difference: Identify opportunities to improve customer experience, support local community efforts, and connect customers with solutions that meet their needs
• Love What We Do: Demonstrate enthusiasm, accountability, and pride in delivering high-quality service and supporting branch success

Minimum Qualifications

• High School Graduate or (GED)
• Must be at least 18 years of age
• Must pass a credit & background check

Preferred Qualifications

• 1 years of job experience with cash handling
• 1 years’ experience interacting with the public
• Bilingual a plus

Skills

• Ability to effectively use business systems and technology, including a CRM, to process transactions, document customer interactions, and complete daily responsibilities
• Proficiency in Microsoft Office (Excel, Word, Outlook) for communication, documentation, and basic reporting
• Strong communication skills, with the ability to interact professionally in person, over the phone, and through email
• Ability to apply SBSU's customer onboarding tool to build meaningful customer conversations and identify needs
• Strong problem-solving skills with a high level of attention to detail
• Working knowledge of basic math, cash handling, balancing, debits/credits, and bank products and services
• Self-motivated with the ability to greet and engage customers in a prompt, polite, and friendly manner
• Ability to build and maintain strong relationships with new and existing customers
•  Ability to manage follow-up and maintain customer relationships through the bank's customer follow-up program