Universal Banker

POSITION SUMMARY: Process customer transactions and maintain a cash drawer; interview potential and existing customers desiring to open accounts; sell/cross-serve based on customer needs while providing excellent customer service.  

Supervisory Authority: None 

Working Relationships - Internal: Works directly with Location Manager and other members of the deposit team.  Works closely with all location staff.  

Working Relationships – External:  Works directly with customers and serves as primary contact with the public.

Education/Experience:  High School diploma.  1-3 years demonstrated success as a Teller; Universal Banker knowledge or experience preferred. 

MAJOR DUTIES - ESSENTIAL

1.    Process customer transactions: 
a.    Represent the bank to customers in a courteous and professional manner, providing prompt and accurate service in the processing of transactions.
b.    Represent the bank to customers in a courteous and professional manner, providing prompt and accurate service in the processing of transactions.
c.    Receive and process commercial and individual checking and savings deposits and withdrawals.  Accept and route payments for loans and credit cards.
d.    Accept checks for paying or cashing within predetermined limits.
e.    Sell money orders, official checks. 
f.    Maintain and balance cash drawer within established standards.  May balance ATM.
g.    Balance coin machine; wrap loose coins; count and package currency.
h.    Assist with bank mailings and other projects. 
i.    Operate branch capture machine to verify and submit daily transactions.

2.    Assist customers with opening and maintaining deposit products and services: 
a.    Answer questions and explain available accounts both in person and via telephone.
b.    Interview customers to obtain information needed for opening retail and business accounts.
c.    Input customer information into system, gather all necessary signatures, provide proper disclosures at time of account opening, and file related forms in customer file.
d.    Assist customers with online banking access, debit card issues, gift card sales, savings bond redemption, and questions about GNB Bank products and services.
e.    Investigate, correct, and follow up on discovered errors upon customers’ request.

3.    Cross-serve customers:
a.    Make recommendations on products/services that meet customer needs, and direct customers to others as needed for assistance.
b.    Make referrals to other GNB departments and subsidiaries.

4.    Recognize irregularities or suspicious transactions/requests and report to appropriate staff.

5.    Review and maintain reports as necessary for internal tracking purposes.

6.    Answer and route incoming telephone calls. Take and deliver messages.

7.    Greet visitors, identify needs and direct them to appropriate area.

8.    Ensure operational integrity through compliance with all policies, procedures, and regulations.

    Every effort has been made to identify the essential functions of this position.  However, it in no way states or implies that these are the only duties you will be required to perform.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or is an essential function of the position.
 

COMPETENCIES - MAJOR ACCOUNTABILITIES

1. Time Management: Must have excellent organizational and project management skills with the ability to meet deadlines and manage time effectively. Requires an innovative, continuous improvement focus to optimize service delivery in a shared services environment.

1. Teamwork: Must have the ability and desire to work cooperatively with others on a team. Listens and responds constructively to other team members’ ideas. Provides assistance, information, or other support to others, to build or maintain relationships with them.

1. Integrity and Confidentiality: Demonstrate the ability to hold confidential information and display honesty and high ethical standards. All customer and company information must be handled in a confidential manner.

1. Communication: Possess the ability (both written and oral) to express thoughts and ideas effectively; actively listen to others. Ensures that regular, consistent communications take place.

1. Adaptability: Must thrive in working in a positive, team-oriented environment, contributing to the ongoing success of the company. Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations. Must exercise sound independent judgment under limited supervision.

1. Interpersonal Awareness: Must have the ability to notice, interpret and anticipate others’ concerns and feelings, and communicate this awareness empathetically to others. Make others feel comfortable by responding in ways that convey interest in what they have to say, anticipate how others will react to a situation, and find non-threatening ways to approach others about sensitive issues. 

1. Collaborative Relationships: Have the ability to develop, maintain, and strengthen partnerships with others inside and outside the organization. Show an interest in what others have to say; acknowledge their perspective and ideas. Take time to get to know coworkers, build rapport and establish a common bond.

1. Customer Service: Must understand the role of sales and customer service in a banking environment. Respond sensitively to the needs and priorities of the customer (both internal and external); recognize and take the appropriate action to meet their needs; establish an effective working relationship with customers to gain their respect and loyalty.

KNOWLEDGE, SKILLS & ABILITIES

Hearing/Visual Requirements: Must be able to receive employee and customer requests and assignments through verbal and written communication.  Working with a computer is important so clear vision of screen is imperative. 

Skills:  Excellent written and oral communication skills. Attention to detail. Exceptional business development skills and interest as well as excellent client relationship management skills. A high level of interpersonal skills to communicate policies, procedures, and objectives effectively throughout the bank and to represent the bank positively to significant external publics is needed.

Sociological: Must work well under stress, adapt to change, ability to deal with those in other areas of bank is important to accomplish group assignments and meet customer needs and handle customer and interdepartmental problems and complaints in a nonreactive, non-confrontational manner.  Must be able to adapt to flexible work schedule to accommodate peak times.