Description

POSITION SUMMARY: The Universal Banker provides customer service by processing teller transactions, opening and maintaining customer accounts, and assisting with all other non-lending needs for our retail customers.

PRIMARY RESPONSIBILITIES AND ACCOUNTABILITIES:

• Greets customers and other visitors in a friendly and professional manner, respecting their privacy and confidentiality, recording their name and determining the nature of their business.
• Performs a variety of customer banking services as needed, such as answering general questions about bank products, services and rates of return; processing changes of address and other customer information; opening or closing personal checking, savings and IRA accounts; processing CD purchases and redemptions; ordering checks; processing ATM and debit card requests and replacement PIN mailers as needed; assists with other miscellaneous business as needed.
• Pulls a teller drawer and serves as a back-up to the teller line.
• Assists and educates customers on performing simple transactions through self-service technologies.
• Develops and strengthens customer banking relationships by uncovering financial needs and finding solutions using the most appropriate products and services.
• Responds timely, professionally and courteously to customer concerns, seeking solutions and enlisting support from appropriate personnel as needed, while following-up with customers regularly throughout the resolution process.
• Documents customer service issues and opportunities for improved processes through the banks quality control / best practices program.
• Provides general administrative support for officers, retail bankers and other departments as may be requested, including appointment and calendar maintenance, filing, copying, scanning, preparation and distribution of various reports, correspondence, materials, documents and records (i.e., monthly call reports, overdraft recovery efforts, past due loan or overdrawn account correspondence).
• Answers phones, determines the callers identity and nature of their business and directs the call to the appropriate employee, or alternatively, takes and delivers messages in a timely manner.
• Assists customers personally or puts them in contact with the appropriate staff. Attends to customer comfort needs while waiting.
• Receives, sorts and distributes incoming mail and prepares outgoing mail and courier deliveries in a timely manner. Receives delivered packages and notifies recipients.
• Serves as a back-up Teller and assists with the ATM balancing process as needed.
• Produces and distributes agendas, records accurate meeting minutes for assigned meetings. May assist with pre-meeting arrangements such as room set-up and refreshment needs.
• Provides service technicians, vendors and other non-customer visitors with a visitor badge, recording their name and determining the nature of their business. Notifies appropriate staff that a visitor is waiting and arranges for visitors to be escorted within the bank beyond the lobby.
• Contacts office equipment vendors as needed for supply and service requests.
• Orders and monitors office supply inventory levels. Maintains the supply and copier areas in a neat and organized manner.
• Maintains the lobby area and all literature displays in a professional and welcoming manner.
• Assists with the daily lobby opening and closing procedures at the beginning and end of the day.
• Processes loan and Money Manager payments, installment loan extensions, loan payoffs, advances for lines of credit and dormant accounts as necessary.
• Supports the overall objectives of the bank and handles special projects and other duties as assigned.

Qualifications

EDUCATION, EXPERIENCE AND SKILL REQUIREMENTS:

• Education level beyond high school diploma is preferred, or alternatively, a strong combination of education, training and related experience.
• Friendly, professional and accommodating demeanor, with a strong enthusiasm for customer service and problem resolution.
• Strong basic math and communication skills (verbal and written).
• 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.
• Previous experience in the banking field preferred, with emphasis in customer service and administrative functions.

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.