Universal Banker

Universal Banker

Overview

The Universal Banker operates in a seamless dual capacity to deliver an exceptional customer experience by seeking to understand the needs of the customer, and then providing a complete range of retail banking services to meet those needs in alignment with the organization's business model, vision, mission, core values, and behaviors. This position is responsible for performing sales, service and operational functions and executing the Renasant's customer engagement model. In this role, the Universal Banker drives engagement throughout the entire customer interaction, including routine transactions and financial counseling, while championing digital conveniences available through various delivery channels. To do this, the Universal Banker reduces the required steps to as few as possible and can supply full scale banking assistance with no need to refer the customer to another retail team member.

RENASANT BANK IS AN EQUAL OPPORTUNITY EMPLOYER

Responsibilities

Drive an exceptional customer experience in a branch environment through the execution of the bank's customer engagement model by deepening relationships, educating customers on the bank's products and services, offering appropriate financial solutions and guidance, opening accounts, performing teller transactions and proactively addressing emerging customer needs without the need to transfer the customer to another retail area of the branch
• Meet established sales and service performance goals by developing and expanding new and current customer relationships, delivering a wide range of banking solutions and improving customer loyalty
• Collaborate with lines of business partners to create a seamless customer experience to fulfill financial needs through lending groups, wealth management, treasury solutions and other financial services
• Champion digital delivery in branch by providing our customers with the digital conveniences and on-demand solutions that meet their needs how, when and where they expect to do business
• Provide awareness, promote and create a seamless transition across all delivery channels including online, mobile, in branch, virtual branch and customer experience center
• Respond with a sense of urgency and intentionality to customer feedback by working to understand the root causes of customer concerns or complaints; make recommendations to improve the customer experience through various process, policy and product enhancements
• Ensure proper documentation is obtained and properly completed for all solutions to minimize documentations exceptions
• Maintain customer pipeline tracking, including documenting calls and other interactions with customers and referral sources, via the customer engagement platform
• Perform teller responsibilities daily to include processing customer transactions (i. e. deposits, withdrawals, transfers, loan payments, official checks, etc. ) as well as special tasks such as loan payoffs and draws, redeeming savings bonds, ordering currency and auditing teller drawers. Additionally, execute daily operations (i. e. balancing ATM and vault and performing branch capture procedures, etc. )
• Protect the bank from unnecessary risk by following procedures in all areas including CTR, SAR, Reg CC holds, robbery procedures and fraud mitigation
• Recognize and navigate fraud attempts and events experienced by customers and individuals attempting to defraud customers and the bank
• Maintain confidentiality and security of customer information according to regulatory and company guidelines and policies
• Routinely review procedures and processes and complete self-audits using provided tools and resources that are designed to prevent unnecessary risk to customer and bank
• Represent the bank in community organizations and activities to increase the bank's outreach and foster relationships for future business development opportunities
• Work closely with line of business partners, the Retail Experience Administration, Learning and Development to maintain a working knowledge of all bank products, services, policies, processes, procedures and systems to effectively and knowledgeably engage customers, deliver financial solutions with urgency and accuracy, and perform branch operations
• Perform other related duties as assigned

Qualifications

• High school diploma or equivalent, College education preferred
• Minimum of 1 year related customer experience and sales experience required
• Minimum of 1 year teller and/or cash handling experience preferred
• Strong dedication and motivation to achieving sales, service, and operational results and exceeding expectations
• Ability to follow stated bank customer sales and service standard processes to ensure achievement of necessary goals and customer standards
• Excellent communication skills (written and verbal)
• Attention to detail with strong record of accuracy in handling of transactions
• Comfortable using a variety of technology software products to process transactions
• Proven time management and organizational skills, ability to effectively handle multiple priorities and adapt effectively as business needs and pace changes
• Aptitude to read, understand and apply all regulations, policies and procedures related to Universal Banker responsibilities and other branch operations
• Ability to travel for training, other development opportunities, and between branches, as needed

For all Senior Universal Bankers:

• Minimum of 2 years of successful Universal Banker experience
• Ability to handle complex transactions and issues with limited assistance or supervision
• Operational strength with limited to no account exceptions, outages, or operational losses
• Proficient in all aspects of bank products and solutions, including IRA's and complex business accounts

Physical Demands

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand or sit; kneel, stoop, or squat; use hands or fingers to handle or feel objects, tools or controls; reach with hands and arms, and talk or hear. The employee is occasionally required to walk. The employee must occasionally lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and the ability to focus.

Work Environment

The Bank's professional working environment requires employees to communicate effectively, both verbally and in writing. Employees must demonstrate strong interpersonal skills when working closely with internal business partners and external clients. Employees may be exposed to confidential and propriety i.