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Form of workJob Description
Location: This is a float position, requiring travel to different offices. Mileage outside of home office will be reimbursed.
Manager: Elizabeth Bickel
Universal Banker I Job Summary
The Universal Banker I (UB I) provides superior service to all Westfield Bank customers and looks to enhance client relationships with the full adoption of the Sales and Service Excellence playbook. The UB I serves as the primary contact on all account and product inquiries and transactions from customers. Maintains a broad knowledge of Westfield Bank products and services to provide complete, accurate, and prompt solutions to resolving errors, simple inquiries, account management and cross-sell opportunities.
Essential Functions (primary functions and/or reasons the job exists in order of importance)
- Provides superior customer service to Westfield Bank customers consistent with the Bank’s defined policies and procedures. Services to be provided include, but are not limited to: opening and closing accounts for individual and business customers, cross-selling bank products and services, and accurately processing teller transactions, including cash and non-cash transactions, loan payments, cashier’s checks, redeeming U.S. Savings Bonds, wire and ACH transfer origination.
- Responsible for providing service to branch walk-in and drive-thru customer traffic. Answers and documents customer phone calls; provides answer(s), solves issue(s), and/or assigns to appropriate team member for follow-up/resolution within Core system’s relationship management tool.
- Strive to achieve individual sales targets; in addition, participate as a team player in meeting branch sales and customer satisfaction goals.
- Researches account transactions on all bank products and services to answer questions, research inquiries, and provide information needed.
- Maintains knowledge of all products and services offered, including but not limited to: Checking Accounts, Savings Accounts, Money Market Accounts, Certificates of Deposit, IRAs, Personal Online Banking, Cash Management, and credit cards.
- Performs outbound calling efforts and participates in campaigns, utilizing COCC CRM tools to assist with service and sales including cross-selling efforts.
- Make qualified referrals to specialty bankers in other business units.
- Provides effective customer service to individuals, business customers, and agents including ensuring resolution of complaints and problems. Initiates action to ensure account errors, processing errors, system errors, and bank errors are corrected.
- Performs routine account maintenance functions, including check orders, changes to account information and ordering new and replacement debit cards.
- Actively solicits Bank products and services through cross-sell opportunities while interacting with customers. Educates customers on services provided to enable the customer to utilize self-serve options.
- Maintains awareness, understanding and compliance with the Bank’s internal policies and procedures, laws and regulations appropriate for this position.
- Provides assistance in response to regulatory and internal/external audit requests.
- Travels occasionally following scheduled work locations in order to participate in special assignments, training, and/or travel between office locations.
Desired Qualifications/Experience/Certification/Education (in order of importance)
- 1+ year of relevant banking, retail experience and/or customer service experience.
- Experience being accurate with a focus on attention to details via previous work assignments.
- Strong verbal, written, and interpersonal communication skills resulting in the ability to identify and recommend bank products and services to customers.
- Experience taking initiative in previous work assignments.
- Experience with Microsoft Windows and Office (Excel, Word) or other transferable software packages.
- Overtime required, as necessary.
- High School Diploma, GED or demonstrated commensurate experience.
- Valid driver’s license and a driving record that conforms to company standards.
Physical Requirements (specific to the role)
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Ability to work effectively in an office environment for 40+ hours per week (including sitting, standing and working on a computer for extended periods of time).
- Ability to communicate effectively in a collaborative work environment utilizing various technologies such as: telephone, computer, web, voice, teleconferencing, e-mail, etc.
- Ability to travel, as required.
- Ability to operate an automobile within the parameters of the driving policy.
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
We are an equal opportunity employer/minority/female/disability/protected veteran.
