Universal Banker II - Firstrust Bank

Objective

Primary function is to be the single point of contact for walk-in customers, fulfilling sales, service and referral needs for a seamless customer experience.  Provide service to customers in a timely and professional manner, to expand the customer base through consultative sales techniques, and to perform all the tasks associated with the direct handling of funds received or paid to customers in their day-to-day banking transactions. Duties will include operating a teller terminal; cross-selling Bank products; processing customer and Bank transactions; handling large sums of cash and maintaining assigned limits; cash settlement; supervisory responsibilities in support of branch leadership and goals as well as other related functions.

 Firstrust Bank is an Affirmative Action Contractor and is an Equal Opportunity Employer.

Minority/Female/Disabled/Veteran

Responsibilities/Duties

• Ensures compliance with all Bank policies and procedures and federal regulatory guidelines, following all compliance related policies, including audit and security procedures. Will ensure all work is completed accurately and follows up with any outstanding customer or operational issues.
• Provides/ensures superior customer service and proactively resolves all customer issues. Will work with a sense of urgency to meet and exceed customers’ needs and expectations, while taking ownership and accountability of customer issues and complaints.
• Responsible for sales goals to expand the customer base through consultative sales techniques. Will build relationships and sell consumer credit products with an NMLS license.
• Reports on teller differences on a daily basis.
• Performs a variety of customer service transactions as needed.
• Will assist Head Teller, verify money received or sent for cash shipments as needed.
• Will open deposit products.
• When needed, will conduct audits, i.e., teller, vault, ATM etc.
• Will comply with all opening and closing procedures.
• Demonstrate behaviors consistent with and holds other accountable for behaviors consistent with our Mission/Values.
• Demonstrates teamwork through flexibility and maintains effective communication with others in the Branch.
• Continuously looks for ways to contribute to the overall teller team performance.
• Performs other responsibilities as requested by branch management.

Essential Functions

The Universal Banker must be outgoing and proactive with strong listening and verbal communications skills for extensive telephone work and person to person. The position requires excellent interpersonal, analytical and problem-solving skills and ability to engage customer in conversation to uncover needs/sales opportunities. The Universal must have the ability to learn and sell bank products and services. Also must have the ability to function in a financial institution/branch environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone, currency counter, etc. Some physical requirements include but are not limited to lifting heavy coin trays and standing for prolonged periods of time, and willingness to travel locally. Must be able to work evenings and weekends, depending on branch and Bank needs.

DECISION MAKING:

The Universal I, II & III will have some supervisory responsibility as needed. Will assist and support the branch leadership including Business Banker, Branch Manager, Assistant Branch Manager and Universal Supervisor in overall branch operations, service and sales performance. They are responsible for daily/weekly sales goal reporting and metrics.

ACCOUNTABILITY:

• • Universal Banker I, II & III will be accountable to meet monthly referral/sales/service goals.
  • Will be extremely proficient at uncovering needs and using consultative sales to build relationships.
  • Will make proactive customer courtesy calls daily.
  • Self-starter who consistently looks for solutions to meet our customers’ current and long term financial goals.
  • Ability to recognize opportunities to refer alternative solutions such as investments, private banking, mortgages, commercial loans or any other bank partners to help meet/exceed our customers’ needs.
  • Will always set a positive example in all areas of leading the branch team.
  • Ensures a high level of quality customer service at all times.
  • Responsible for creating an exceptional customer experience for each and every customer conducting teller transactions.
  • Ensure compliance with Firstrust’s policies and procedures.
  • Will always demonstrate a positive demeanor.
  • Meet/exceeds teller referral goals.
  • Understands basic features and benefits of Firstrust retail products and services.
  • Greet each customer enthusiastically and thank each customer for doing business with Firstrust.

Knowledge - Skills & Abilities

• Banking required
• More than three years of job-related experience.
• Excellent interpersonal and communication skills, as well as computer skills
• Strong knowledge of deposit and retail loan products, familiarity with business loan products.
• Must be knowledgeable of Bank policies and procedures
• High School diploma required, post high school education preferred or equivalent experience.
• Must be a team player committed to success and achieving results