Universal Banker

Northwest Bank; Fishers (IN); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dynamic Universal Banker to join their Branch Banking team. In this role, you will deliver exceptional customer service while managing various banking transactions and identifying sales opportunities. You'll engage with customers to understand their needs and provide tailored banking solutions, fostering long-term relationships. This position offers a chance to work in a collaborative environment, where your contributions will directly impact customer satisfaction and branch success. If you thrive in a fast-paced setting and are passionate about helping customers achieve their financial goals, this opportunity is perfect for you.

Qualifications

• Customer service experience preferred, with a focus on banking or retail.
• Ability to establish effective working relationships and problem-solve.

Responsibilities

• Manage customer interactions and provide exceptional service.
• Process transactions and identify cross-sell opportunities.

Skills

Customer Service

Communication Skills

Problem-Solving

Active Listening

Goal Setting

Education

High School Diploma or equivalent

Tools

Microsoft Office

Job description

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Job Description

As part of the Branch Banking team, the Universal Banker is responsible for providing exceptional service at each customer touch point, including managing the lobby. The overall objective is to effectively execute all service transactions (e.g., deposits, payments, replacement cards, disputes, etc.) and sales, such as opening accounts and identifying cross-sell opportunities by understanding customer needs and offering appropriate bank products and recommendations.

Essential Functions

1. Proactively and professionally greet customers as they enter the branch and determine the best way to manage their experience.
2. Engage with customers following established interaction models to establish new relationships, retain and deepen existing ones, and provide high standards of customer service.
3. Fulfill customer financial needs, both immediate and long-term, using Financial Wellness Conversations and understanding customer needs to offer suitable solutions, referring to business partners when necessary.
4. Seamlessly accept and process deposits, payments, checks for cashing, and other transactions.
5. Recognize and cross-sell opportunities, including core deposit accounts, insurance, and investment products, referring to specialists as needed.
6. Establish effective partnerships with Financial Advisors, LRMs, Mortgage, and Business Bankers.
7. Engage in outbound calling and outreach to generate qualified referrals and build a sales pipeline.
8. Achieve proficiency in the Bank’s systems to serve customers efficiently with high service standards.
9. Meet or exceed individual and branch financial goals.
10. Exercise ownership and ensure follow-up items are completed or delegated appropriately, working harmoniously with team members.
11. Create a welcoming environment fostering teamwork to ensure a positive customer experience.
12. Provide coaching and education to Tellers on digital capabilities, transaction processes, priorities, and digital technologies.
13. Ensure compliance with Northwest’s policies, procedures, and regulations.
14. Navigate Microsoft Office and department-specific applications to maximize efficiency.
15. Work as part of a team and with on-site equipment.
16. Complete other duties and special projects as assigned by management.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made for individuals with disabilities.

Education

High School Diploma or equivalent preferred.

Work Experience

Less than one year of banking, retail, sales, or customer service experience preferred.

Skills and Abilities

• Ability to establish effective working relationships and participate in problem-solving and decision-making.
• Clear and concise communication skills, both oral and written.
• Active listening skills to facilitate understanding and information sharing.
• Ability to set goals, develop tracking systems, and utilize resources effectively.
• Good judgment and decision-making skills, especially in ambiguous situations.

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