Universal Banker I

Position Overview

The Universal Banker positions, levels I, II and III (Universal Banker, Senior Universal Banker and Universal Relationship Banker) are responsible for providing front line customer service and sales including accurately opening and closing accounts, performing account maintenance, profiling customers for new sales and cross sell opportunities, and for performing basic Teller functions as needed.

Essential Job Function – all levels

• Meets sales and service goals by actively engaging in Bank sales processes including profiling, building strong customer relationships, utilizing sales and customer service software, and participating in sales campaigns. Follows up with customers by phone or email.
• Accurately opens, closes, and maintains customer accounts according to established policies and procedures. Understands material covered in Personal Banker training manuals.
• Utilizes strong knowledge of Old Second products and services to advise new and existing customers of Old Second’s comprehensive portfolio of banking options. Begins to learn and apply knowledge to more complicated retail products including IRAs and loans.
• Maintains a high level of customer service to assist the branch in obtaining the highest customer service ratings, including internal survey results.
• Utilizes cross training as a Teller to fill in as needed behind the Teller line to handle basic transactions including cashing checks, processing deposits and withdrawals, and adhering to processes and procedures including balancing drawer.
• Maintain working knowledge of all internal and legislated compliance and regulations including satisfactory completion of all annual training.
• Responsible for Operational Accuracy and Compliance (ex. Records, TD Ops, BSA/Fraud/CTR’s, BAI, Signature Cards, CIP, Beneficial Ownership).
• Maintains flexibility in work schedule including opening/closing branch as needed. Demonstrates willingness to fill in at other OSB locations as needed.

Additional Responsibilities/Focus of Senior Universal Banker (Level 2):

• Meets elevated sales and service goals through daily customer interactions and proactive sales opportunities.
• Leads branch by example through exceptional customer service.

Additional Responsibilities/Focus of Universal Relationship Banker (Level 3):

• Manages a book of Retail Banking clients by maintaining regular contact, advising on Personal Banking matters, and serving as a liaison to other business lines for their client base.
• Meets elevated sales and service goals through daily customer interactions and proactive sales opportunities.
• Proactively connects with prospects and clients in the pursuit of new and cross sales opportunities. Utilizes each client communication to deepen customer relationships and loyalty to bank.
• Refers other lines of business, such as, Wealth Management, Mortgage and Commercial.
• Has deep understanding and applied knowledge of more complicated retail products including IRAs and loans; supports and trains colleagues on advanced products as appropriate.

Minimum Requirements:

 Universal Banker (Level 1):

• High school diploma (or equivalent) and one year of related experience (banking, cash handling, customer service and/or sales, office, etc.); or equivalent combination of education and experience.
• Must become licensed with NMLS registration within 60 days of assuming role and meet Bank training requirements.
• Must work onsite to perform responsibilities of this position.

Senior Universal Banker (Level 2):

• High school diploma (or equivalent) and two years of related experience (banking, cash handling, customer service and/or sales, office, etc.); or equivalent combination of education and experience.
• Must become licensed with NMLS registration within 60 days of assuming role and meet Bank training requirements.
• Must work onsite to perform responsibilities of this position.

Universal Relationship Banker (Level 3):

• High school diploma (or equivalent) and three or more years of related experience which includes some banking and/or sales, client relationship management, consultancy experience, or cash handling, or equivalent combination of education and experience.
• Must become licensed with NMLS registration within 60 days of assuming role and meet Bank training requirements.
• Must successfully complete Universal (Relationship) Banker Cross Training Development Plan curriculum (or equivalent experience).
• Must work onsite to perform responsibilities of this position.

Competencies – All levels

• Demonstration of excellent customer service and professional communication.
• Dedication to product promotion, sales referrals, and cross selling products/services.
• Math and computer proficiency. Technical aptitude toward learning and utilizing bank software applications.
• Basic understanding of banking, check processing, credits and debits.
• Focus and organization during periods of high volume or interruption.
• Reliable: dedication & commitment to work; follow-through on all tasks
• Knowledge and compliance with bank rules and regulations.

Preferred, but not required

• Associate or Bachelor’s degree preferred.
• Bi-lingual Spanish preferred, but not required.

Job levels and hiring decisions are based upon both the business needs at the Retail Bank location and the qualifications of the incumbent.  In some cases, an incumbent may meet the requirements of a level 2 or 3 Universal Banker role but may be hired in at a lower level based upon branch business needs and staffing dynamics.