Head Universal Banker

About This Role

This role is a leadership position responsible for providing exceptional service and guiding the branch team. It involves executing service transactions and sales while leading, coaching, and mentoring team members. The Head Universal Banker plays a key role in championing risk and control, driving lobby leadership, and ensuring consistent client and team experiences.

Responsibilities

• Lead, coach, and support Universal Bankers and Tellers by modeling excellent service behaviors and mentoring on sales, service, and compliance routines
• Guide both clients and team members in the branch, providing support in complex transactions and ensuring an exceptional client experience
• Champion risk and control by monitoring day-to-day operations and ensuring compliance with policies
• Exhibit strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels
• Act as a subject matter expert for the branch and remain flexible in position based on branch coverage needs
• Continuously learn new and existing products through sales aids and demonstrate a positive, customer-first attitude
• Provide exceptional service delivery to internal and external customers to resolve account service issues and respond to customer inquiries promptly and effectively
• Energetically greet and interact with clients on the bank floor to proactively identify and address client sales and service needs
• Required to approach and engage clients in the branch lobby to demonstrate expertise in digital capabilities and identify financial needs
• Execute financial transactions in accordance with bank policies and procedures while maintaining an acceptable record in daily drawer balancing

Requirements

• 2-4 years relevant experience
• Experience with face-to-face customer service, digital engagement and basic sales/referrals
• Open, client service orientation and desire to help customers
• Excellent verbal and written communication skills
• Analytical and problem solving skills
• Basic computer and digital tools skills

Qualifications

• High School diploma or equivalent
• 2-4 years relevant experience with face-to-face customer service, digital engagement and basic sales/referrals

Nice to Have

• Sales experience
• Retail experience

Benefits