What are the responsibilities and job description for the Universal Banker position at Northwest Bank?
Job Description
Job Description
As part of the Branch Banking team, the Universal Banker is responsible for providing a exceptional service at each customer touch point, including providing and coordinating the management of the lobby. The overall objective is to effectively execute all service transactions (e.g. deposits, payments, replacement cards, disputes, etc.) and sales, including but not limited to opening accounts, cross sell opportunities, by identifying customer needs and tailor solutions, make offers appropriate bank products and recommendations.
Essential Functions
- Proactively and professionally greet customers as they enter the branch and determine the best way to manage their experience.
- Engage with customers following established customer interaction model, to establish new customer relationships, retain and deepen existing customer relationships and provide highest customer service standards.
- Fulfill customer financial needs, both immediate and longer term, by utilizing Financial Wellness Conversation and understanding the customer needs to offer appropriate solutions and referring to business partners when necessary.
- Successfully and seamlessly accept and process deposits, payments, checks for cashing and other transactions.
- Recognize and cross-sell opportunities, including core deposit accounts as well as insurance and investment products. Refer to specialists as required.
- Establish effective partnership with the Financial Advisors, LRMs, Mortgage and Business Bankers.
- Engage in outbound calling and outreach activities to generate a consistent flow of qualified referrals and building a robust pipeline of sales opportunities.
- Establish proficiency of the Bank’s systems needed to effectively service customers with the highest of service standards.
- Meet or exceed all financial objectives pertaining to individual goals and branch team goals.
- Exercises ownership and ensure all follow-up items are complete or handled off to the appropriate individual(s) and work harmoniously with multiple team members
- Create a warm, welcoming and friendly environment for customers and employees by foster teamwork in the branch to ensure a positive overall customer experience.
- Providing coaching and education to Tellers regarding Digital capabilities, transaction processes and priorities, including a streamlined sales & service process, digital first approach, focus on client problem resolution and effective utilization digital technologies
- Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations
- Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
- Work as part of a team
- Work with on-site equipment
- Complete other duties and special projects as requested by management
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education
High School Diploma or equivalent preferred
Work Experience
Less than one year Banking and/or retail experience
Or
Less than one year Sales experience or Customer Service experience preferred
General Employee Knowledge, Skills, and Abilities
- Ability to establish effective working relationships among team members and participate in solving problems and making decisions
- Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
- Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information
- Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
- Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.
