Workplace Policy Banking Center Job ID 2024-5150 Date posted 11/13/2024 Overview:

The Universal Banker role consist of assisting clients providing exceptional customer service, accurately and efficiently performing all paying, receiving and collection functions. Processing transactions, adhering to strict security measures and to strong balancing procedures. Cross-trained in all servicing functions of the platform to support bankers and continue to assist clients as needed, such as, but not limited to, opening accounts, wire transfer input, change of address, and client's research. Ensures accuracy, excellence in client service and maintains appropriate measures relative to security and bank regulatory procedures. Takes an immediate active role in meeting the needs and expectations of clients; by servicing, promoting and identifying cross selling opportunities. Engages in conversation with clients by actively listening and asking questions. Introduces clients to other CNB team members, as appropriate , to proactively help meet their financial needs.

Principal Duties & Responsibilities:

• Proactively and pleasantly greets clients to establish a connection and develop rapport, providing outstanding, personalized client experience.
• Client Services duties include and not limited to helping in the lobby to ensure clients are being attended to at all time; when not servicing clients in the teller line, the Universal Banker is required to assist clients in the lobby and refers clients to appropriate bank personnel in order to meet their financial needs.
• Executes a variety of transactions in accordance with applicable policies and procedures, and with a high level of accuracy and efficiency while maximizing the sales potential of every interaction.
• Consistently meets and/or exceed assigned individual and team referral/sales goals.
• Identifies client’s profiles and their respective needs, asks need revealing questions, identifies client CUES, makes appropriate benefit statements, handles objections, closes the referral to the appropriate business partner, ensures client retention and client service satisfaction.
• Develops business name sales leads by “scrubbing” leads through Hoovers or any other list in order to provide leads/referrals to the sales staff. A scrubbed lead is taking a business name from Hoovers or any other list and taking steps to gather additional information about the owners and company, in order to provide that information to sales staff. Must meet Bank established minimum monthly lead goal
• Maintains the highest level of confidentiality with all information obtained.
• Promotes the Bank’s products and services.
• Adheres to cash handling, operational, security and BSA/AML policies and procedures to avoid liability.
• Learns, understands, and serves as back up to Business Transaction Leader to perform complex transactions, monitors security policies and procedures, maintains proper balancing procedures, and insures timely completion and processing of all necessary paperwork.
• Is responsible as part of the two-member team to open and/or close the branch.
• Provides timely and efficient client service by continuously helping the rest of the banking center team.
• Develops and maintains a prospect list of potential Non on us leads from the teller line transactions.
• Handles checks, debit/credit tickets and all other necessary transactions such as, loan payments within established limits.
• Ensures accuracy and adequacy of bank currency and coin supply and verifies cash shipments. Including but not limited to, ordering, shipping currency & coins.
• Cross trained to performs balancing of ATMs, TCR,as applicable and night depository.
• Cross-trained in all areas of client service including but not limited to opening accounts, wire transfers, etc.
• Ensures that all teller work is correctly & timely scanned through branch remote capture on a daily basis.
• Responsible for sending files and documents for storage following bank guidelines.
• Answering and responding to internal/external client phone calls.
• Responds to emails on behalf of sales staff to BPB Support when WTA’s are missing or incomplete schedule A’s.
• May assist the rest of Business Center staff with other duties:
• EFT Department – assists with debit card activation, travel dates, limit increases, disputes and the ordering of new cards.
• Follows up with clients on missing/pending signature cards.
• Provides access to safe deposit boxes after verifying the client’s identity and right to access, handles documents for surrender boxes.
• Follows up on past due safe deposit box rent, when applicable.
• Witnesses the drilling of safe deposit boxes due to lost keys or abandoned property, when applicable.
• Prepares abandoned property for escheatment.
• Ensures accuracy, excellence in client service and maintains appropriate measures relative to security and bank regulatory procedure
• May perform more complex service and branch functions such as inputting outgoing
• Completes domestic/international wires according to the Board approved authorization limits and in accordance with banking policy and procedures.
• May perform routine client service functions such as change of address, provide statements, check book orders, ATM/Debit card orders, pin # changes, etc.
• Increases Bank relationships through cross-selling, marketing materials, promotions, telemarketing, developing client relations and providing prompt client service.
• Due to scheduling and business needs, the bank may modify your work hours and work location as needed, including working on a Saturday.
• Educates new and existing clients on all digital products.

Qualifications:

• 2-4 years prior banking experience which includes cash handling, sales, and client service.
• Prior knowledge of the procedures and policies related to the function of a bank teller and a working knowledge of the on-line computer system or teller terminal is necessary.
• Strong sales background is a plus.
• Professional demeanor/appearance.
• Must have proven abilities in needs-based sales and high-level client servicing skills.
• Ability to prepare or interpret detailed written materials and/or perform detailed mathematical functions accurately.
• Able to accurately handle the most complex transactions efficiently.
• Be security conscious, accurate and attentive to detail.
• Should have an understanding of compliance with Federal & State laws governing teller areas.
• A demonstrated ability to meet and exceed sales goals and maintain a high level of client service is also required.
• May need to work extended hours that may include weekends.

Education:

• High School Diploma or GED equivalent

Special information to candidates:

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
• Please view Equal Employment Opportunity Posters provided by OFCCP here.
• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
• Reasonable accommodation may be made to assist individuals with disabilities to complete the online application process. Please contact our Human Resources Department at 305-577-7680 or by e-mail at employment@citynational.com. 

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