Position Title: Universal Banker

Reports To: Market Coordinator

Status: Hourly; Non-Exempt

Position Summary: Ensures a consistent customer service experience while conducting a variety of day-to-day transactions such as: accepting deposits and loan payments, verifying cash and endorsements, cashing checks within limits, issuing money orders and cashier’s checks, vault / cash ordering and other related services. Approach, greet and welcome customers into the branch, establish relationships while understanding the customers’ needs by asking appropriate questions and recommending products or services that strengthen the customers’ financial needs. Responsible for opening accounts and connecting customers with appropriate lending staff. Must foster teamwork across all areas of the Bank and deliver exceptional customer experience at all touch points and customer zones within the branch. Must maintain strict standards of confidentiality and fulfil duties in a manner that supports Union State Banks core values. May train entry level Universal Bankers. May perform supervisor duties in the absence of the Market Coordinator.

Principal Responsibilities and Duties:

1. Performs both basic and complex teller duties, including but not limited to:

Vault teller duties

Performs teller supervisor overrides.

Assists junior Universal Banker staff with more complex transactions and helps with balancing issues.

Assists junior Universal Banker staff in adhering to bank policies and may approve deviations from established policies or guidelines, as directed.

Resolves customer conflicts

Assists with training of new Universal Banker staff

Cashes customer checks within limits, handles savings and checking deposits, withdrawals and transfers, process customer loan payments, cash advance requests, issues personal money orders, and cashier’s checks, wraps coin and currency, quotes values and redeems savings bonds.

Balances and verify cash drawer (if applicable)

Maintains branch ATM (if applicable).

Coordinates branch ATM cash orders (if applicable).

Balances branch ATM and resolves and issues.

Orders checks and tickets for customers through internal and external vendors

Identifies and reports potential fraudulent customer activity.

Follows appropriate bank policies and procedures when completing transactions, placing holds when necessary, and assisting junior Retail staff in completing transactions.

2. Maintain Account Relationships & Cross-sales Bank Products and Services

Quotes rates and answers customer inquiries.

May open and service deposit accounts, as directed. Inputs account data onto platform system.

May perform account maintenance on deposit accounts for customers and inputs data on platform system.

Places check orders for customers through internal and external vendors

Prepares customer direct deposit sign-ups.

Assists customers with stop payment orders and inputs onto platform system.

Assists customers with ACH & debit cards disputes by completing appropriate paperwork and sending to central deposit operations.

May open and service safe deposit boxes, as directed.

May formulate mandatory IRA customer distributions, completing required documentation for customer signature and processing IRA’s on system, as directed.

Completes required documentation for customer signature.

Posts payouts on computer system and deliver to IRA customers.

Assists customers with imaging research and balancing accounts.

Processes wire requests at the branch level and sends to the wire department for processing.

Provides notary services (if applicable)

Evaluates customer needs and recommends appropriate products and services.

Sells bank services to customers and potential customers to meet or exceed defined goals.

Makes appropriate customer referrals to all business areas of the bank to meet or exceed defined goals.

Conducts audit and internal control review on branch operations in the branch.

Services existing loan customers and reviews documentation to ensure compliance with the bank’s policy and procedures

Refers clients to appropriate personnel for assistance

3. Educates customers on digital, self-service solutions including ATM’s, Online and Mobile banking channels to make banking easier and enhance their service experience.
4. Confidently assists customers with logging into digital banking platforms.
5. Commits to advancing individual and product knowledge to better serve consumer and business clients by attending sales, service and product knowledge meetings and all applicable training classes and web-based learning.
6. Adheres to internal controls, operational procedures and risk management policies. Stays informed of all changes in policies and procedures to ensure compliance with current guidelines.
7. Acts as a Receptionist

Answers incoming telephone calls and relay information.

Greets customers, answer inquiries and direct them to the appropriate individual.

8. Stay up-to-date and knowledgeable regarding retail products, banking services, ownership and account structure and setup, software capabilities and regulatory compliance as it relates to new deposit accounts, safe deposit boxes and retail operations.
9. Performs other duties as required or assigned.

Supervisor Responsibilities: May supervise junior staff as assigned.

Education and Experience Requirements: High school diploma or equivalent. Minimum three years banking, sales, and/or cash handling experience required. Prior supervisory experience is preferred. Understand Federal, State and Union State banking rules and regulations. Bank related courses strongly recommended.

Specific Skills Required: Ability to communicate effectively with people both internally and externally. Background in customer service and sales. Ability to meet deadlines. Ability to identify and resolve problems. Basic computer skills to include proficiency in Word and Excel programs. Leadership and management skills desired. Organizational and problem-solving skills required. Ability to work with all levels within the organization. Cash handling skills required. Strong people skills required. Must be detail oriented, organized and able to handle multiple tasks. Able to handle confidential information and positively represent the company.

Competencies: Leadership presence, problem solving, approachability, customer focus.

System Accesses: Fiserv Precision, Microsoft Office Suite, etc.

Equipment Used: Office equipment which includes computer, multi-line phone system, copier, adding machine, currency counter, coin counter, coin wrapper, and imaging scanner.

Working Conditions: Work is performed in an office environment. Prolonged (90%) sitting and periodic (less than 10% of the time) physical exertion to manually move, lift, carry or push heavy objects or materials weighing up to 50 pounds; Constant and repetitive use of arms and hands below shoulder level for computer usage; This position exists in an office environment requiring the individual to perform normal activities including, but not limited to, lifting, filing and retrieving, operating office equipment, etc. Travel between locations may be required.

This job description describes the general nature and level of work performed by the employee assigned to this position. Responsibilities and duties describe those functions considered essential to the performance of the job. This description does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested by their supervisor. All requirements are subject to change over time, at the discretion of your supervisor, and to possible modification to reasonably accommodate individuals with a disability.

Union State Bank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.