Universal Banker - Carver Federal Savings Bank

Corporate Title: Universal Teller
FLSA:Non-Exempt
Department:Retail
Reports to:Assistant Branch Manager

Position Summary: The Universal Teller responsibilities include acquiring new clients and cross selling community outreach/development. They are required to understand, enforce and be coached on the Bank’s sales process. They are also responsible for processing customer transactions as well as informing customers about a variety of Bank products and services. Universal Tellers must be able to interact with customers in a professional and knowledgeable manner.

Essential Duties and Responsibilities:

• Acquire New Clients – Demonstrate growth by acquiring new customers thru outbound calling, engaging customers, and following thru on teller referrals.
• Cross sell additional products and services to existing customers.
• Customer Outreach/Development – Schedule appointments and perform on-site visits or perform outbound telephone calls to community members/businesses to discuss financial solutions; a minimum of two visits/calls with community organizations per week.
• Follow up with customer’s post-account opening at the following intervals: 10 days, 6 weeks and three months.
• Fulfill customer service requests to ensure customer satisfaction and retention
• Identify sales opportunities by turning a service issue into a sale (especially life event changes).
• Promote alternate channel delivery (Online Banking, Debit Card, ATM) making day-to-day banking more convenient for customers.
• Responsible to perform service behaviors as measured in the bank Customer Service Shopper Program, toward the achievement of maximum customer satisfaction and the highest branch ratings.
• Process customer transactions face-to-face, such as cashing checks and handling deposits, withdrawals, money orders, and cashier’s checks
• Provide exceptional customer service in response to customer needs and requests
• Adhere to all applicable laws, regulations, Bank policies and procedures, including the Bank Secrecy act, Anti Money Laundering laws, Office of Foreign Asset Control requirements and other regulatory requirements.

Specific Duties:

• Open new financial relationships
• Deepen existing financial relationships thru cross-selling
• Sales referrals to internal partners (e.g. Lending Group, Investment Group)
• Set appointments for account reviews
• Outbound telephone calling

Background and Experience:

• High School diploma or equivalent
• Minimum of two years in a sales position preferred
• Ability to make sound judgments based on given information
• Excellent communication and interpersonal skills
• Prior experience working with the general public required
• Prior experience in retail or cash handling roles
• Computer Savvy
• Must be customer-focused
• Must detail-oriented and able to work with numbers quickly and accurately
• Basic Accounting knowledge a plus
• Skills Necessary:
• Adheres to sales processes and action plans
• Listens to and acts upon instructions
• Demonstrates accountability
• Excellent verbal communication, interpersonal and problem-solving skills
• Team oriented
• Microsoft Excel and Word experience preferred