The Universal Banker plays a key role in providing retail banking services and products and serves as a single point of contact for customers; fulfilling sales, service and referral needs. The Universal Banker is American Bank and Trust to the customer. 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. The Universal Banker’s multi-faceted responsibilities range from cash handling and basic transactions to product and services sales to referrals to other departments within the Bank. Primary skills include in-depth product knowledge, relationship building, customer service, and sales.
*Essential Duties and Responsibilities
Demonstrate superior service by achieving both customer satisfaction and retention
Increase and maintain knowledge of bank products and services to assist customers; promote and provide information to customers on new and enhanced products, services, and promotions; cross sell products and ensure that American Bank is profitable; growth of deposits/customer relationships is always top priority
Actively and consistently refers, solicits and opens new accounts. Identify unmet needs of current and potential customers; offer, demonstrate, and setup appropriate products and services; follow-through with referrals to other departments when appropriate (Trust Services, Lending, Merchant Services, etc.)
Open new accounts; complete new account process to ensure all appropriate information is collected from the customer and recorded in the appropriate areas of the computer system; follow-through with setup of additional products/services; ensures compliance with all Bank policies/procedures, as well as, all applicable state and federal banking regulations. The Employee must also provide thorough and accurate documentation of the new account
Collects, verifies, and updates customer and account information on the computer and completes all paperwork/processes associated with the change(s)
Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well with minimal direction and also within a group for problem solving; uses reason when faced with a unique situation. Ability, desire, and capability to use rational and intuitive reasoning in decision-making
Prepare and record all transactions promptly, thoroughly, and accurately; process cash transactions to and from savings, checking, and loan accounts; verify signatures, account balances, examine all checks and negotiable instruments to determine negotiability; complete transaction forms, process transactions, and issue receipts
Receive, count, disburse, and balance cash; follow bank procedures in case of discrepancy. Balance cash drawer daily according to established procedures and report any teller cash differences immediately to the direct supervisor/manager
Conduct all work in accordance with bank policies/procedures and regulatory standards to ensure safety and soundness
Maintain strict privacy and confidentiality of customer, account, and bank security information
Operate computer, telephone, copier, coin machine, and other bank equipment
Must obtain clear understanding and working knowledge of American Bank’s data processing system. Detailed knowledge of retail computer applications is fundamental. Usage of these systems includes the input of new accounts, maintenance of existing accounts, and inquiries
Process customer transactions according to established procedures in a friendly, pleasant, accurate, professional, courteous and businesslike manner
Daily scanning and transmittal of branch capture work. Verify successful transmission at end of day. Verify batches the next business day and process any corrections
Maintain the highest level of security by ensuring the following: all transactions are properly documented and recorded, determine authenticity and validity of documents, keep all cash secured when away from the work space, and follow established security protocol including proper robbery/hold-up procedures and customer privacy and confidentiality
At InStore Branches, the Employee will participate in “Aisle Time” to promote bank products and services by talking to both customers and potential customers of the bank
Participate in the team effort to accomplish branch sales and operational goals
Flexibility in scheduling to ensure branch coverage
Responsible for daily assignments and special projects as assigned by management
Regularly attend staff and bank meetings; the Employee is expected to be on time and contribute to the meetings.
Possess ability to identify, address and resolve conflict using behavior and judgment that is moral and lawful with the Bank’s policies, goals, and objectives
Greet and welcome bank customers as soon as they walk through the door; ensuring bank safety with awareness
Continuously review and adapt business practices to adhere to American Bank & Trust Strategic Objectives and Goals
*Essential Functions to be performed with or without a reasonable accommodation
Responsible for daily assignments and special projects as assigned
Complete mandatory annual training as assigned by the Bank and comply with additional and job-specific training requirements as directed by management
Travel to other locations as needed
Participate in community events to increase bank visibility and develop business opportunities
Assume responsibility for understanding and complying with Bank attendance policy
Community volunteer work
Maintain a positive work atmosphere by interacting with the Bank’s internal/external customers (including, but not limited to: current customers, prospective customers, clients, vendors, co-workers, supervisors and management) in a mutually respectful manner regardless of race, color, religion, gender, national origin, age, disability, veteran status, sexual orientation and all other protected classes
Adhere to the highest standards of ethical business conduct and compliance by acting lawfully, ethically, honestly and professionally in the performance of their jobs at all times as well as be in compliance with Bank policy and procedures as it relates to their job function
Must be available to work varying hours including early mornings, evenings, weekends, and holidays
Education and/or Experience:
High school diploma or equivalent required
Minimum of one year customer service required
Experience in Retail sales preferred
Experience in professional financial environment preferred
Cash handling experience preferred
Excellent interpersonal communication skills to communicate clearly and effectively with customers and coworkers
Ability to discuss bank products and services with current or prospective customers, including during aisle time at InStore branches, if applicable
Ability to inform potential customers about special bank products/services by speaking with them or passing out bank flyers
Basic clerical, transaction processing, and mathematical skills required
Ability to process transactions in an accurate and efficient manner
Ability to operate a variety of office equipment such as personal computers, mobile devices, printers, scanners, fax machines calculators, etc.
Knowledge and experience with Microsoft Office products required
About American Bank and Trust
American Bank and Trust began as a neighborhood bank on the Hilltop in Rock Island, Illinois in 1968. It began with a simple idea – that customers should receive the same kind of friendly and personalized service we would appreciate ourselves. This simple philosophy has helped us grow to become a locally-owned regional financial services company in the Quad Cities, Illinois/Iowa and northeast Illinois market areas (Kane County). Our primary emphasis is to provide excellent service at a fair price and to establish, develop and retain long-term, relationship banking opportunities. We are passionate and accountable for the financial success of each client served. Our clients enjoy a complete range of custom-tailored services such as: personal banking, commercial banking, private banking, cash management, consumer loans, residential mortgage loans, trust services and wealth management solutions all delivered with courtesy, competency and concern.
Much of our history also revolves around our focus on the needs of local businesses. We believe there will always be a place for a bank that provides personalized service and local decision making.
American Bank and Trust endorses a com...munity-oriented spirit, fostered by an experienced, energetic leadership team that includes a unique blend of business entrepreneurs and experienced banking professionals. It’s a perspective that has served our clients well, and has also allowed us to expand our product offerings and expertise in two separate and distinct market areas.
While a lot has changed since we opened our doors in 1968, some very important things haven't. Our passion to serve families who call this place home. Our commitment to the companies who ignite economic growth. And our pride in being an independent community bank. We will continue to prove every day that together we can. Member FDIC. Equal Housing Lender.