Universal Banker (PUB Non-SAFE Act)

Universal Banker

Specializes in our branch customer experience through sales, service, and digital engagement of our Consumer and Business Banking customers. Supports daily operations of the branch as a Teller and meets customer service and sales needs as required by the assigned branch. Holds customer appointments scheduled by customers and/or branch team as well as walk-in appointments to identify customer needs; refers complex customer needs to the appropriate team member/partner. Float Universal Banker will frequently travel to different branches within a designated area to assist branch staff as needed.

Primary responsibilities include educating customers and explaining features and benefits of Consumer and Business Banking solutions; engaging customers in a variety of ways to bank with us and provide solutions to meet their needs, encouraging and supporting the use of digital capabilities in customer interactions. Additionally, the role involves explaining the high-level criteria used to decision loan applications, completing servicing-related responsibilities specific to Consumer and Business Banking customer relationships, and adhering to established customer service standards.

The position is responsible for providing exceptional service to branch customers and resolving customer problems in a timely manner. It is a key driver of sales and the customer experience within the branch. The role requires interaction with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately. The jobholder should exemplify empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit, and critical thinking in support of the Company's culture and brand. In functioning in multiple capacities within the branch, the jobholder must be adaptable to service any and all banking needs of the customer, inclusive of new account opening or loan origination, problem resolution, video conferencing, and processing of transactions.

Education and experience required include a high school diploma or equivalent (GED) and a minimum of 1 year's proven retail sales, call center, customer service, or telesales experience. Ability to easily travel between branches on an as needed basis, strong verbal communication skills, strong interpersonal skills, ability to interact with varying customers (consumer to small business), ability to effectively handle difficult customer conversations, well-organized, proven time management skills, proven prioritization skills, ability to work under critical time constraints in a team environment, and proficiency with internet user-level technology.

Education and experience preferred include bilingual based on branch needs, proven referral and/or sales ability. Physical requirements include the ability to stand for long periods of time, prolonged use of hands and fingers, ability to lift light to heavy objects weighting 5 lbs. to 30 lbs., ability to read fine print, and ability to interact with customers in an open face-to-face work environment.