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Key Responsibilities and Required Skills for Universal Banker

💰 $ - $

BankingRetail BankingCustomer ServiceSales

🎯 Role Definition

The Universal Banker is a multi-skilled retail banking professional responsible for delivering outstanding customer service, executing branch transactions accurately, and building long-term relationships by identifying financial needs and recommending relevant products and services. This role blends teller operations, new account processing, sales and service consultation, and regulatory compliance (KYC, BSA/AML, OFAC) to support branch growth and exceptional client experiences.

Core keywords: Universal Banker, retail banking, account opening, cash handling, cross-selling, KYC, BSA/AML, compliance, branch operations, customer service, sales goals.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Teller or Customer Service Representative with frontline branch experience.
  • Retail or hospitality customer-facing roles demonstrating sales and service proficiency.
  • Internships or associate roles in banking operations or financial services.

Advancement To:

  • Personal Banker / Relationship Banker
  • Small Business Banking Specialist
  • Branch Manager or Assistant Branch Manager
  • Financial Services Officer or Private Client Advisor

Lateral Moves:

  • Fraud Prevention or Operations Specialist
  • Contact Center / Remote Banking Representative
  • Loan Processor or Mortgage Support Specialist

Core Responsibilities

Primary Functions

  • Greet and engage customers at the branch or via phone/email, assess needs, and deliver personalized banking advice while maintaining a high standard of professional customer service and brand representation.
  • Process a wide range of retail banking transactions accurately and efficiently, including deposits, withdrawals, check cashing, electronic transfers, bill payments, and stop payments, ensuring cash drawer integrity and daily balancing.
  • Open, close, and maintain consumer and business deposit accounts (checking, savings, CDs, money market), including verifying identity, collecting and recording required documentation, and educating clients on account features and disclosures.
  • Execute end-to-end new account onboarding, including completing KYC, CIP, and customer identification verification, registering beneficiaries, setting up online/mobile banking access, and capturing signatures and disclosures in accordance with bank policy.
  • Cross-sell and refer bank products and services—such as consumer loans, credit cards, mortgages, investment accounts, merchant services, and insurance—by identifying customer needs, presenting appropriate solutions, and following up to close sales or schedule specialist appointments.
  • Meet defined individual and branch sales goals and KPIs (e.g., referrals, account growth, new-to-bank accounts, product penetration) through consultative selling and pipeline management using CRM or bank sales platforms.
  • Build and maintain deep customer relationships by conducting periodic reviews, maintaining accurate client records, following up on inquiries, and proactively contacting clients for renewals, upgrades, and relevant product offers.
  • Educate customers on digital banking channels (mobile app, online banking, eStatements, remote deposit capture) and troubleshoot common user issues or escalate to digital support teams as needed.
  • Perform cashiering functions and maintain cash controls, including daily vault and ATM balancing, distribution and replenishment, counterfeit detection, and secure transport coordination when required.
  • Process and reconcile account maintenance requests such as stop payments, hold releases, account restrictions, overdraft protection, fee waivers, and statement inquiries with timeliness and attention to detail.
  • Evaluate and process basic consumer loan and credit card applications, collect documentation, explain terms and disclosures, and route more complex lending requests to the appropriate underwriting teams or specialists.
  • Apply BSA/AML and OFAC screening procedures during onboarding and transaction reviews, identify suspicious activity or potential fraud, document findings, and escalate to compliance or fraud teams following internal protocols.
  • Maintain regulatory compliance by keeping current with policies, procedures, and mandatory training (BSA, privacy, data security), and ensuring all paperwork and electronic records meet audit-ready standards.
  • Assist in business development initiatives by participating in local community outreach, small business events, networking activities, and coordinated marketing campaigns to grow the branch footprint.
  • Handle customer complaints and escalations professionally—investigating issues, offering timely solutions, and collaborating with branch managers or specialists to resolve complex concerns and preserve customer relationships.
  • Collaborate with internal partners (mortgage, investments, commercial banking, operations) to coordinate handoffs, facilitate referrals, and deliver integrated financial solutions tailored to customer needs.
  • Maintain up-to-date product knowledge on deposit, lending, and digital solutions; provide coaching and informal training to peers on new features, sales techniques, and compliance updates.
  • Support daily branch operations including opening/closing procedures, maintaining branch appearance, stocking supplies, coordinating with facilities, and supporting teller scheduling or float coverage as needed.
  • Prepare and review branch documentation for audits, regulatory exams, and quality control checks; execute corrective actions and maintain records to address findings.
  • Conduct outreach and follow-up on dormant or low-balance accounts to reactivate relationships, update contact information, and propose relevant product enhancements based on client profiling.
  • Facilitate account transfers, wire transfers, ACH origination, and other payment services while ensuring authorization, proper documentation, and adherence to cutoff times and limits.
  • Assist in training new hires on customer service standards, transactional procedures, compliance requirements, and cross-selling best practices to ensure consistent branch performance.

Secondary Functions

  • Participate in branch and regional planning meetings to contribute customer insights, sales feedback, and operational improvement ideas.
  • Support special projects such as product rollouts, digital adoption campaigns, or process improvement initiatives by providing frontline perspective and testing new workflows.
  • Maintain confidentiality and protect customer information in accordance with bank privacy policies, data security standards, and regulatory requirements.
  • Provide ad-hoc reporting and transaction summaries to branch leadership to support decision-making, staffing, and sales strategies.
  • Rotate through different branch functions (teller, personal banker, service desk) to build broad operational competency and support peak traffic periods.

Required Skills & Competencies

Hard Skills (Technical)

  • Cash handling and vault management with demonstrated accuracy in balancing, counterfeit detection, and secure cash controls.
  • Account opening and maintenance expertise, including KYC/CIP procedures, beneficiary designations, and required regulatory disclosures.
  • Solid knowledge of BSA/AML and OFAC screening processes, SAR/STR reporting triggers, and regulatory escalation procedures.
  • Proficiency with core banking systems (e.g., Fiserv, Jack Henry, FIS), CRM platforms, and digital channel administration for online/mobile enrollment and troubleshooting.
  • Transaction processing for deposits, withdrawals, wires, ACH, stop payments, remote deposit capture, and check imaging systems.
  • Sales and product knowledge across deposit, consumer lending, credit card, and basic investment referral services; ability to use sales tools and track KPIs.
  • Basic financial analysis skills to identify customer opportunities (e.g., cash flow, fee minimization, account consolidation) and make appropriate referrals.
  • Familiarity with compliance documentation, audit preparation, and maintaining accurate electronic and paper records.
  • Microsoft Office proficiency (Outlook, Excel, Word) and ability to prepare simple reports and customer-facing documents.
  • Experience with ID verification technologies, signature capture devices, and secure document handling.

Soft Skills

  • Excellent verbal and written communication for clear customer interactions, financial explanations, and interdepartmental collaboration.
  • Strong customer service orientation with empathy, patience, and a consultative approach to advise clients effectively.
  • Sales-driven mindset combined with integrity and ethical judgment; able to balance revenue objectives with customer best interest.
  • High attention to detail and accuracy when processing transactions, documenting interactions, and handling compliance tasks.
  • Problem-solving and critical thinking to diagnose service issues, escalate appropriately, and propose workable solutions.
  • Time management and organizational skills to prioritize customer interactions, sales follow-ups, and operational responsibilities.
  • Teamwork and adaptability to support peers, cover shifts, and contribute to a positive branch culture under fast-paced conditions.
  • Resilience and stress tolerance to handle high-volume periods, challenging customer situations, and shifting priorities.
  • Continuous learning orientation to stay current on products, regulations, and digital banking enhancements.
  • Professional presence and discretion when handling confidential financial information and sensitive customer inquiries.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or GED required.

Preferred Education:

  • Associate's degree or Bachelor's degree in Business, Finance, Economics, or related field preferred.

Relevant Fields of Study:

  • Finance
  • Business Administration
  • Economics
  • Accounting
  • Marketing or Communications (helpful for sales-focused roles)

Experience Requirements

Typical Experience Range:

  • 1 to 3 years of customer-facing experience in retail banking, credit unions, or financial services (teller, customer service, or sales roles).

Preferred:

  • 2+ years of progressive retail banking experience with demonstrated success in account opening, cross-selling, cash handling, and compliance (KYC/CIP, BSA/AML).
  • Experience using core banking platforms (e.g., Fiserv, Jack Henry, FIS) and CRM/sales tracking systems.
  • Prior exposure to loan products, credit card processing, or small business services is a plus.
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