UNIVERSAL BANKER

POSITION TITLE: UNIVERSAL BANKER

DEPARTMENT: COMMUNITY BANKING/BRANCH ADMINISTRATION

FLEXIBLE WORK PROGRAM ELIGIBILITY CODE: N/A

FUNCTION:

Under the direction of the Branch Manager, the Universal Banker is at the forefront of customer interactions as part of a branch-based team that provides high quality service that earns the long-term loyalty of our customers. Leverages communication skills and banking knowledge to engage with customers. This individual is also responsible for opening new accounts, assisting customers in processing banking transactions. Responds to customer inquiries by promptly answering questions, resolving routine problems or referring our customers and new business to the appropriate service personnel. This position may also include additional duties that vary dependent upon the Branch needs. Demonstrates a willingness to do more than is required or expected by embracing the Bank’s mission statement and core values, which will improve results and morale as well as create new opportunities.

RESPONSIBILITIES:

RELATIONSHIP DEVELOPMENT AND SERVICE

1. Consistently provides quality service in a professional manner:

• Be the face of BayCoast Bank, presenting a professional, friendly, and helpful appearance with every interaction
• Adheres to the Customer Centric service standards and is the face of BayCoast Bank, presenting a professional, friendly, and helpful appearance with every interaction
• Performs customer service and relationship development duties as required and leverages problem-solving and strong communication skills to resolve customer issues
• Initiates contact with customers to ensure satisfaction.
• Responds to customer inquiries by quickly and courteously answering questions and helping to resolve customer issues/problems according to the Bank’s problem resolution procedures.

1. Strives to meet and exceed personal and branch goals:

• Embraces the Bank’s commitment to Solutions by seeking and recognizing opportunities to refer to new business to different areas of the bank, BayCoast Insurance, BayCoast Financial Services, Plimoth Investment Advisors, and BayCoast Mortgage
• Uses Salesforce to track identified tasks, leads, and opportunities. Strongly encouraged to utilize and track referrals through Solutions to ensure proper credit and recognition.
• Knows features and benefits of BayCoast Bank products
• Evaluates customers’ needs by being consultative and encouraging discussion in order to offer Solutions.
• Effectively recognizes relationship development opportunities and refers customers to appropriate personnel
• Engages in Relationship Development and Service activities and contributes directly to the success of the branch by recognizing and uncovering customer needs and matches them to the Bank’s products and services.
• Instructs and guides customers in the use of electronic products and services to ensure customers are well informed and comfortable using them.
• Uses basic relationship development techniques to deepen existing customer/prospect relationships.
• Seeks and promotes opportunities to provide Merchant Services and Elan credit card products to customers.
• Maintains a current registration with the Nationwide Multistate Licensing System (NMLS) if applicable.

OPERATIONS

1. Maintains a high degree of accuracy, organization, and productivity in conducting customer transactions:

• Demonstrates complete knowledge of Customer Service Associate (teller) transactions and performs Customer Service Associate (teller) transactions & other duties as needed
• Consistently produces the expected volume of teller transactions while maintaining teller difference limits
• Prepares and processes documents completely and accurately
• Quickly responds to internal inquiries
• Places stop payments on accounts and official checks, as requested
• Directly sells money orders and bank checks
• Signs bank checks and overrides certain transactions in accordance with proper procedures
• Balances daily work at end of day, assists in adding up all documents for end of day branch proof, changes ribbons and calculator rolls on equipment, images/scan checks and bonds
• Proves and processes night deposit and subject to verification bags
• Processes bond redemptions
• Assists in the proving of the ATM machine
• Issues Debit/ATM cards through Card @ Once and performs maintenance when cards are compromised due to lost, stolen or fraud
• Assists in the Safe Deposit Box functions
• Effectively uses available resources for problem resolution.
• Conducts business in a professional manner and maintains a neat, organized work area
• Process wire transfer requests
• Accurately completes the loan applications
• Utilizes Currency Exchange International (CXI) to order and deposit foreign currency as needed

B. Consistently adheres to bank policies and procedures regarding branch operations, security, and employment practices.

1. Participates as a “team player” to accomplish branch tasks.
2. Adhere to Bank's confidentiality policy and the safeguarding of customer information.
3. Attends all required trainings/meetings as assigned or scheduled.
4. Is encouraged to participate in community events and organizations
5. Enthusiastically participates in bank-sponsored training programs, campaigns and contests.
6. Performs additional duties as requested.

Knowledge/Skills/Experience Requirements:

High school/some college preferred. Minimum of 4 months sales/customer service experience in a retail environment. Previous banking and/or cash handling experience necessary. A self- motivator with a demonstrated aptitude and desire for sales achievement. Maintains a current registration with the Nationwide Multistate Licensing System (NMLS). Decision-maker with well-developed interpersonal skills including a positive and helpful attitude.