Universal Banker

Northwest Bank; Fishers (IN); On-site; USD 30,000 - 45,000; Full time

Job summary

Northwest Bank is seeking a Universal Banker in Fishers, Indiana. This role involves delivering exceptional customer service and managing banking transactions, while also driving sales by identifying customer needs and recommending appropriate products. Applicants should have a high school diploma and some experience in banking or retail, along with strong communication and problem-solving skills. The position emphasizes teamwork and compliance with bank policies and regulations.

Qualifications

• Less than one year of Banking and/or retail experience.
• Less than one year of Sales or Customer Service experience preferred.

Responsibilities

• Greet customers and determine how to guide their experience.
• Engage with customers to build relationships and provide services.
• Process transactions accurately and efficiently.
• Recognize and refer cross-sell opportunities.
• Meet financial objectives for individual and team goals.
• Ensure compliance with policies and regulations.

Skills

Effective communication

Customer relationship building

Problem-solving

Time management

Education

High School Diploma or equivalent

Tools

Microsoft Office Software

Bank's specific software

Job description

As a key member of the Financial Center team, the Universal Banker delivers exceptional service at every customer touch point, including leading and coordinating lobby management. The role serves as a single point of contact for a wide range of banking needs — accurately and efficiently handling service transactions such as deposits, payments, replacement cards, and disputes — while also driving sales by opening accounts, identifying customer needs, offering tailored solutions, and recommending appropriate banking products.

Responsibilities

• Proactively and professionally greet customers as they enter the Financial Center to determine the best way to manage and guide their experience.
• Engage with customers following an established customer interaction model to build new customer relationships, retain and deepen existing relationships, and provide exceptional service standards.
• Fulfill customer financial needs, both immediate and long‑term, by utilizing Financial Wellness conversations to understand needs and recommend appropriate solutions and/or refer to the team of experts when necessary.
• Accurately and efficiently process transactions such as deposits, payments, checks for cashing, and other transactions.
• Recognize cross‑sell opportunities, including deposit accounts as well as insurance, investment and lending products, referring to the team of experts when necessary.
• Establish effective partnerships with Financial Advisors, LRMs, Mortgage and Business Bankers.
• Engage in outbound calling and outreach activities to generate a consistent flow of qualified referrals, building a robust pipeline of sales opportunities.
• Establish proficiency in the bank’s systems to effectively provide customers with the highest level of service.
• Meet or exceed all financial objectives pertaining to individual and Financial Center team goals.
• Demonstrate ownership to ensure all follow‑up items are complete or delegated appropriately, working harmoniously with multiple team members.
• Create a warm, welcoming, and friendly environment for customers and employees by fostering teamwork and ensuring an overall positive experience.
• Deliver coaching and guidance to tellers on digital capabilities, transaction processing, and key priorities — emphasizing a streamlined sales and service experience, a digital‑first approach, effective client problem resolution, and the strategic use of digital tools.
• Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations.
• Navigate Microsoft Office Software, computer applications, and department‑specific software to maximize technology tools and gain efficiency.
• Work as part of a team.
• Work with on‑site equipment.

Qualifications

• Education: High School Diploma or equivalent preferred.
• Work Experience:
  • Less than one year Banking and/or retail experience.
  • Less than one year Sales experience or Customer Service experience preferred.
• General Employee Knowledge, Skills, and Abilities:
  1. Ability to establish effective working relationships among team members and participate in solving problems and making decisions.
  2. Ability to present and express ideas and information clearly and concisely for the appropriate audience, whether orally or in writing.
  3. Ability to actively listen to others to achieve understanding, sharing information, and facilitating open exchange of ideas.
  4. Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively allocate time and resources.
  5. Ability to make sound decisions based on perceptive and analytical processes, practicing good judgment in gray areas.

Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.