UNIVERSAL BANKER

POSITION DESCRIPTION

POSITION TITLE : UNIVERSAL BANKER

DEPARTMENT : COMMUNITY BANKING / BRANCH ADMINISTRATION

LEVEL : 103

FLEXIBLE WORK PROGRAM ELIGIBILITY CODE : N / A

FUNCTION :

Under the direction of the Branch Manager, the Universal Banker is at the forefront of customer interactions as part of a branch-based team that provides high quality service that earns the long-term loyalty of our customers. Leverages communication skills and banking knowledge to engage with customers. This individual is also responsible for opening new accounts, assisting customers in processing banking transactions. Responds to customer inquiries by promptly answering questions, resolving routine problems or referring our customers and new business to the appropriate service personnel. This position may also include additional duties that vary dependent upon the Branch needs. Demonstrates a willingness to do more than is required or expected by embracing the Bank's mission statement and core values, which will improve results and morale as well as create new opportunities.

RESPONSIBILITIES :

RELATIONSHIP DEVELOPMENT AND SERVICE

• Consistently provides quality service in a professional manner :
• Be the face of BayCoast Bank, presenting a professional, friendly, and helpful appearance with every interaction
• Adheres to the Customer Centric service standards and is the face of BayCoast Bank, presenting a professional, friendly, and helpful appearance with every interaction
• Performs customer service and relationship development duties as required and leverages problem-solving and strong communication skills to resolve customer issues
• Initiates contact with customers to ensure satisfaction.
• Responds to customer inquiries by quickly and courteously answering questions and helping to resolve customer issues / problems according to the Bank's problem resolution procedures.
• Strives to meet and exceed personal and branch goals :
• Embraces the Bank's commitment to Solutions by seeking and recognizing opportunities to refer to new business to different areas of the bank, BayCoast Insurance, BayCoast Financial Services, Plimoth Investment Advisors, and BayCoast Mortgage
• Uses Salesforce to track identified tasks, leads, and opportunities. Strongly encouraged to utilize and track referrals through Solutions to ensure proper credit and recognition.
• Knows features and benefits of BayCoast Bank products
• Evaluates customers' needs by being consultative and encouraging discussion in order to offer Solutions.
• Effectively recognizes relationship development opportunities and refers customers to appropriate personnel
• Engages in Relationship Development and Service activities and contributes directly to the success of the branch by recognizing and uncovering customer needs and matches them to the Bank's products and services.
• Instructs and guides customers in the use of electronic products and services to ensure customers are well informed and comfortable using them.
• Uses basic relationship development techniques to deepen existing customer / prospect relationships.
• Seeks and promotes opportunities to provide Merchant Services and Elan credit card products to customers.
• Maintains a current registration with the Nationwide Multistate Licensing System (NMLS) if applicable.

OPERATIONS

B. Consistently adheres to bank policies and procedures regarding branch operations, security, and employment practices.

Knowledge / Skills / Experience Requirements :

High school / some college preferred. Minimum of 4 months sales / customer service experience in a retail environment. Previous banking and / or cash handling experience necessary. A self- motivator with a demonstrated aptitude and desire for sales achievement. Maintains a current registration with the Nationwide Multistate Licensing System (NMLS). Decision-maker with well-developed interpersonal skills including a positive and helpful attitude.

Physical / Work Condition Requirements :

In the performance of respective tasks and duties, the employee is expected to successfully perform the essential functions of the position. Reasonable employee accommodation for physical or mental disabilities will be considered on a case-by-case basis. While performing duties the employee is required to sit, talk, hear, lift up to 50 lbs., carry coin bags, and may be required to work evenings and / or weekends, attend remote meetings and / or travel.

Equipment Used :

General office and bank equipment. Bank and IRS forms. Computer, printer, coin machine, bill counter, cash recycler, copier, scanner, fax machine, Card @ Once instant Debit / ATM card printer, safe deposit time recorder.