Universal Banker

General Description:

The Citizens Universal Banker (CUB) is often the first impression a customer, business or visitor has with Citizens National Bank. The CUB provides excellent customer service to current and potential customers and represents the Bank in a positive, professional manner. The Universal Banker will assist current and potential customers with inquiries about our products and services and make appropriate recommendations for more complex products such as Individual Retirement Accounts, commercial accounts and lending services. The CUB will work with other departments to resolve customer inquiries, problems and complaints. The Universal Banker plays a key role in providing retail banking services and products to customers. In addition to performing a variety of tasks associated with transacting customer requests and verifying the completeness of retail banking transactions, the Universal Banker is in the prime position to develop new business opportunities with current and potential customers.

Duties and Responsibilities:

• Excellent people skills with high energy level and passion for delivering outstanding customer service.
• Pro-active approach to offering CNB’s digital products to customers through use of lobby tablets. Advanced knowledge of tablet usage and all of CNB’s electronic delivery channels, to include: on-line and mobile banking set-up, treasury management products and services, Securelock, E-club as well as troubleshooting online/mobile banking issues for customers.
• Open new accounts and services. Prepare the necessary documentation and issue disclosures
• Maintain internal controls, obtain all required documentation to identify the customer and meet regulatory requirements
• Consult loan applicants and collect loan applications & financial documentation
• Assist customers with Individual Retirement Account services such as contributions and distributions. Open new IRAs and provide appropriate documentation
• Assist with additional services and products such as safe deposit box access, ATM and debit card requests, check orders, compromised accounts.
• Perform Teller duties as necessary including processing deposits, checks and payments, verifying cash and endorsements and issuing receipts. Count cash, balance transactions and teller drawer with a high level of accuracy
• Assist customers with Interactive teller machines
• Understand and review check endorsements and apply endorsement standards
• Make sound decisions based on level of authority, the risk of the transaction and customer expectations, assist employees with approval authority needs within individual authority guidelines.
• Understand and adhere to all applicable federal and state laws and regulations, including, but not limited to, the Bank Secrecy Act (BSA) and related anti-money laundering laws and Office of Foreign Asset Controls (OFAC)
• Setup/unlock online banking for customers

Relationship and Business Development:

• * Open new accounts, including compiling and preparing new account paperwork and applications.
• Identify the unmet needs of current and potential customers and offer appropriate products and services.
• Promote and provide information to customers on new and enhanced products, services, promotions, contests, etc.
• Promote and cross-sell exciting products and services to current and potential customers to include joint calls with other departments (i.e. investment center, loan referrals, etc.).
• Participate in community events to increase bank visibility and develop business opportunities.

Customer Service:

• * Assist customer inquiries and requests regarding current accounts.
• Identify and inform customers of account status discrepancies and disputes and provide options to resolve.
• Receive and process loan payments, record and issue transaction receipt.
• Receive cash and checks for deposit, verify proper endorsement, confirm deposit slip accuracy, record and issue transaction receipt.

Personal Skills:

• Analytically inclined
• Excellent organizational skills
• Developed communication skills allowing interaction with diverse groups
• Ability to work independently
• Ability to work under time pressure

Requirements:

• High School diploma or equivalent
• 2+ years of Bookkeeping, Account Services or Universal Banking preferred
• 2+ years teller experience
• 1 + year of customer service and opening of retail bank accounts
• Ability to function productively in a high volume and fast paced environment.
• Excellent customer service skills.
• NMLS qualifications met.