Senior Universal Banker (Area Float)

This position will cover our Southbridge Branch, Charlton Branch and Sturbridge Branch as needed. Milage reimbursement is provided.

POSITION FUNCTION:

The Universal Banker is a cross-trained banking professional responsible for providing a range of financial services and solutions to clients. This role combines teller and banker responsibilities that focus on delivering tailored banking solutions, deepening customer relationships, and identifying financial needs. This full-time, non-exempt position reports to the Branch Manager.

Key Responsibilities

Customer Transactions / Customer Service

• Accurately processes a wide range of customer transactions, including deposits, withdrawals, check cashing, transfers, loan payments, night drop, and ATM transactions, efficiently adhering to dual control procedures.
• Provide excellent customer service by addressing inquiries, resolving issues, and handling complaints promptly.
• Document interactions, complaints, and suspicious activities promptly and accurately.
• Serve as the primary point of contact for customer needs, escalating issues as necessary.

Account Maintenance / Use of Bank System

• Open and maintain accounts, including debit cards, check orders, wire transfers, stop payments, and safe deposit services.
• Administer online banking services, resolve digital channel issues, and process consumer loan advances, disbursements, and payoffs.
• Guide customers on product options, support account maintenance, including updates, troubleshooting, and resolving complex issues.

Cash Handling

• Balance cash drawers, process vault and ATM cash transactions, and maintain accurate logs and reports for audits and transactions.
• Verify customer identities, account details, and fund availability to prevent fraud, adhering to all cash handling, balancing, and security protocols.

Relationship Building & Sales Support

• Identify customer needs through consultations and provide tailored product and service recommendations.
• Actively promote and cross-sell bank products, track sales activities using CRM tools, and participate in branch promotions, marketing campaigns, and community events.

Compliance / Security

• Maintain up-to-date knowledge of banking regulations, compliance, and security protocols. Process BSA reporting, including CTRs, SARs, and monetary instrument logs, while adhering to all regulatory and operational policies.
• Participate in branch operations such as opening, closing, audits, and dual control procedures to ensure regulatory adherence and security.
• Perform other assigned duties.

Community Representation/Events

• Participate in Community Reinvestment Act (CRA) initiatives by volunteering in community service opportunities, supporting the bank’s culture of community involvement and social responsibility.

SKILLS & QUALIFICATIONS:

Education & Experience

• High school diploma or equivalent required; bachelor’s degree in finance, business, or a related field preferred.
• Minimum of 3+ years in banking
• Prior experience in sales or account services is advantageous including customer service, cash handling and relationship building roles.

Skills

• Exceptional customer service, consultative selling, and relationship-building skills, with the ability to identify and address customer needs effectively.
• Strong math, computer, and transaction processing skills, along with proficiency in banking software, CRM systems, and office equipment.
• Knowledge of financial regulations, compliance standards, and security protocols, with a commitment to accuracy, vigilance, and adherence to cash handling and security procedures.
• Regularly handles cash, checks, and other monetary instruments with precision and attention to detail.
• Occasionally works extended hours or accommodates schedule adjustments as operational needs require.
• Infrequently travels between branch locations, regional offices, or external events/meetings.

PHYSICAL DEMANDS:

• Frequently moves about freely within the branch/office environment to conduct work activities and interact with clients.
• Continuously operates computers and office productivity equipment such as phones, printers, and audio/visual aids.
• Frequently remains seated for extended periods to perform desk-based work.
• Occasionally lifts and carries lightweight objects and materials, such as boxes of supplies, ledgers, or files under 20 lbs.
• Infrequently stoops, kneels, or reaches during activities like accessing lower file drawers or storage areas.
• Continuously communicates verbally in person and over the phone/video conferencing tools to staff and clients.
• Continuously utilizes visual acuity to operate equipment and review documents, reports, and computer screens.
• Occasionally sets up and breaks down displays and promotional materials at external events, requiring lifting, carrying, and assembling equipment and displays.