Universal banker

Job Description

You will be responsible for assisting with branch operations, delivering a unique and memorable client experience, achieving sales goals and handling service requests.

You will perform additional duties as assigned and must be able to work in a team environment that requires the ability to multi-task, pay great attention to detail, and a passion for customer service.

RESPONSIBILITIES :

Service Area Responsibilities :

• Proactively greet customers by performing lobby management activities to connect with customers, assess reason for visiting the branch and assess customers accordingly :
• With a high level of accuracy, efficiency and professionalism, responsible for providing excellent customer service to clients by processing all branch related transactions.

Financial Sales Responsibilities

• Responsible for keeping current and being knowledgeable of all Bank’s products and services in order to communicate to new and existing clients.
• Maintains customer information on those expressing interest in future financial discussions and of pertinent customer information including notations about future events that may involve need of financial services / products
• Proactively contacts customers to present pre-approved offers for financial products / services or to offer a general financial overview and schedules customer meeting to conduct a structured financial review to obtain understanding of their financial situation.
• Based on customer’s needs, makes recommendations on services / products that would assist customer in meeting their needs.

Create customer loyalty and grow customer through a differentiated customer experience. Educate customers on options for managing financial transactions by leveraging technology, tool and resources.

• Communicate clearly and accurately to customer of financial products / services including benefits, requirements and any associated fees or costs associated with product / service.
• Identify and refer when appropriate to a customer to another Bank associate or department to discuss certain financial products / services

Operational / Regulatory / Security Responsibilities :

• Participates in daily operations of the Branch which may include transaction servicing on the platform or in the sales associate area.
• Comply with all department and company policies, procedures and overall security
• Notifies appropriate Bank staff when a situation poses potential risk or when a customer demonstrates suspicious behavior.
• Work closely with other departments as necessary to troubleshoot and resolve customer situations.
• Contributes to the responsibility of meeting monthly branch and / or individual scorecard goals on a consistent basis by monitoring self-performance and following action plans
• Determine when appropriate to make policy exceptions within established guidelines (e.g., fee waivers, funds availability) in order to maintain positive customer relations
• May be responsible for branch opening / closing procedures
• Contribute to the fulfillment of the Bank’s objectives and goals by performing as a team member in allocating and coordinating the workflow

Qualifications

• High school diploma or equivalent required, Bachelor’s degree a plus
• Minimum of three (3) years of previous professional level of customer contact and service working experience or minimum of two (2) years of prior working experience in a Banking environment, preferably in a branch is required
• Prior experience in handling and being accountable for money is required
• Ability to successfully complete the Bank’s in-house Training Program within a reasonable timeframe required
• Ability to demonstrate in a professional manner, a sales-oriented and relationship building demeanor
• Excellent verbal and written communications skills in Spanish or additional language a plus.
• Ability to perform basic math calculations is required
• Demonstrates ability to interact confidently with clients is essential
• Ability to be initiative in self-directed learning of Bank’s products / services in order to expand and become well versed with the products / services offered.
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office Products (Word, Excel) required
• Understanding and working knowledge of appropriate core banking system is beneficial
• Being detail oriented, ability to multi-task and work independently and in a team environment is essential.
• Demonstrated professionalism is required
• Ability to travel within branch region of up to 15%

KEY COMPETENCIES :

• Customer Service focused Provide high level of customer service with the ability to be a self-starter and be comfortable interacting with customers, centers of influence and internal partners, based on their needs and adapt to each customer’s situation;
• Relationship and account management- Establish and maintain positive banking relationships with customers. Ability to identify products and services a customer may be interested in or that may apply to a customer.
• Business Development apply the Bank’s products and services to identify and engage potential clients to create opportunities
• Accountability one’s own success in meeting personal and branch goals
• Organization and Time Management Prioritize and ability to multi-task effectively and efficiently
• Collaboration working with others in order to achieve goals, provide customer service and building a team environment

Essential Functions :

• Sitting and standing for extended periods of time.
• Ability to reach over teller counter or desk area to receive customer transaction documents
• Ability to lift and carry up to 20 lbs
• Sufficient dexterity of hands and fingers to efficiently operate a computer keyboard, mouse, power tools, and other computer components.
• Ability to converse and exchange information with all levels of staff within organization.
• Ability to observe, perceive, identify, and translate data
• Ability to travel via automobile or public transportation

Last updated : 2024-11-05