Universal Banker

Overview

The Universal Banker role consists of assisting clients providing exceptional customer service, accurately and efficiently performing all paying, receiving and collection functions. Processing transactions, adhering to strict security measures and to strong balancing procedures. Cross-trained in all servicing functions of the platform to support bankers and continue to assist clients as needed, such as, but not limited to, opening accounts, wire transfer input, change of address, and client's research. Ensures accuracy, excellence in client service and maintains appropriate measures relative to security and bank regulatory procedures. Takes an active role in meeting the needs and expectations of clients by servicing, promoting and identifying cross-selling opportunities.

Engages in conversation with clients by actively listening and asking questions. Introduces clients to other CNB team members, as appropriate, to proactively help meet their financial needs.

Responsibilities

• Proactively and pleasantly greets clients to establish a connection and develop rapport, providing outstanding, personalized client experience.
• Client Services duties include serving in the lobby and assisting clients to ensure they are attended to at all times; when not servicing clients in the teller line, the Universal Banker assists in the lobby and refers clients to appropriate bank personnel to meet their financial needs.
• Executes a variety of transactions in accordance with applicable policies and procedures, with a high level of accuracy and efficiency while maximizing the sales potential of every interaction.
• Consistently meets and / or exceeds assigned individual and team referral / sales goals.
• Identifies client profiles and their respective needs, asks need-revealing questions, identifies client cues, makes appropriate benefit statements, handles objections, closes referrals to the appropriate business partner, ensures client retention and client service satisfaction.
• Develops business name sales leads by "scrubbing" leads through Hoovers or other lists to provide leads / referrals to the sales staff; must meet bank-established monthly lead goals.
• Maintains the highest level of confidentiality with all information obtained.
• Promotes the bank's products and services.
• Adheres to cash handling, operational, security and BSA / AML policies and procedures to avoid liability.
• Learns and serves as back up to the Business Transaction Leader to perform complex transactions, monitors security policies and procedures, maintains proper balancing procedures, and ensures timely completion and processing of all necessary paperwork.
• Is part of a two-member team responsible for opening and / or closing the branch.
• Provides timely and efficient client service by supporting the rest of the banking center team.
• Develops and maintains a prospect list of potential non-on-us leads from teller line transactions.
• Handles checks, debit / credit tickets and other transactions such as loan payments within established limits.
• Ensures accuracy of bank currency and coin supply and verifies cash shipments, including ordering, shipping currency and coins.
• Cross-trained to perform balancing of ATMs, TCR, as applicable, and night depository.
• Cross-trained in all areas of client service including but not limited to opening accounts, wire transfers, etc.
• Ensures teller work is scanned through branch remote capture on a daily basis.
• Responsible for sending files and documents for storage following bank guidelines.
• Responds to internal / external client phone calls and emails on behalf of sales staff when needed.
• May assist other Business Center staff with additional duties, including EFT department activities such as debit card activation, travel dates, limit increases, disputes, and ordering of new cards.
• Follows up with clients on missing / pending signature cards and safe deposit box access, rents and related tasks as applicable.
• Provides access to safe deposit boxes after verifying the client's identity and right to access; handles documents for surrender boxes and related follow-up on past due safe deposit box rent where applicable.
• Performs more complex service and branch functions such as inputting outgoing wires and completing domestic / international wires according to authorization limits and banking policy and procedures.
• Performs routine client service tasks such as change of address, providing statements, checkbook orders, ATM / debit card orders, PIN changes, etc.
• Increases bank relationships through cross-selling, marketing materials, promotions, telemarketing, developing client relations and providing prompt client service.
• May modify work hours and location as needed, including Saturdays, to meet business needs.
• Educates new and existing clients on all digital products.

Qualifications

Education

Special Information To Candidates

Job Details

J-18808-Ljbffr