Universal Banker

Northwest-Bank; Gahanna (OH); On-site; USD 36,000 - 48,000; Full time

Job summary

Northwest Bank is seeking a Universal Banker in Gahanna, OH, to provide exceptional service and coordinate lobby management. You will open accounts, identify needs, and refer to experts for tailored financial solutions, while maintaining strong customer relationships.

The role emphasizes digital tools, teamwork, and adherence to bank policies and regulatory requirements to drive a positive customer experience.

Qualifications

• Ability to greet customers professionally and guide their experience.
• Ability to build relationships and deepen existing customer relationships.
• Ability to identify customer needs and refer to experts when needed.

Responsibilities

• Greet customers entering the Financial Center and manage their experience.
• Process transactions accurately and efficiently (deposits, payments, checks for cashing, etc.).
• Drive sales by opening accounts and cross-selling insurance, investment, and lending products.
• Collaborate with Financial Advisors, LRMs, Mortgage and Business Bankers.
• Participate in outbound outreach to generate referrals and sales opportunities.
• Provide coaching to tellers on digital capabilities and transaction processing.
• Ensure compliance with policies and regulatory requirements.

Skills

Customer service

Sales

Cross-selling

Communication

Teamwork

Education

High School Diploma or equivalent

Tools

Microsoft Office

Job description

OH0529 GahannaJob DescriptionAs a key member of the Financial Center team, the Universal Banker delivers exceptional service at every customer's touch point, including leading and coordinating lobby management. The role serves as a single point of contact for a wide range of banking needs, consisting of 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.Essential Functions• 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 customer relationships, and provide exceptional customer 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 our 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 our 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 to build a robust pipeline of sales opportunities.• Establish proficiency in the Bank’s systems to effectively provide customers with the highest level of service standards.• 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 to the appropriate individual(s) to work harmoniously with multiple team members.• Create a warm, welcoming and friendly environment for customers and employees by fostering teamwork in the Financial Center to ensure an overall positive customer 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 software specific to the department in order to maximize technology tools and gain efficiency.• Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations• Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency• Work as part of a team• Work with on-site equipmentQUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.EducationHigh School Diploma or equivalent preferredWork ExperienceLess than one year Banking and/or retail experienceOrLess than one year Sales experience or Customer Service experience preferredGeneral Employee Knowledge, Skills, and Abilities• Ability to establish effective working relationships among team members and participate in solving problems and making decisions• Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written• Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information• Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information• Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areasNorthwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.