Job Overview The Universal Banker Supervisor will support the operations of the Universal Banker team as delegated by management, and solve complex issues related to customer transactions. Serve as trainer/mentor to newhires; provide ongoing coaching/training to advisors. Perform regular Universal Banker duties in conjunction with supervisory responsibilities. Process customer transactions and new account opening timely, efficiently, and accurately. Complete customer initiated account maintenance and all other tasks associated with customer requests. Originate new deposit accounts and consumer loans. Responsible for initiating, enhancing and maintaining customer relationships by providing Exceptional Service and Sensible Advice. Able to probe for information regarding customer's needs and provide effective solutions. Must demonstrate a high of degree initiative and leadership and mastery of bank products and services, taking responsibility to keep up-to-date on changes. Universal Banker Supervisor generally has 3+ years of banking experience or professional sales experience in a service-oriented environment. Principal Accountabilities Provide on-site supervision to enhance a positive teamwork environment, focusing on Universal Banker activities, management directives and branch goals. Solve complex issues related to customer transactions. Serve as trainer/mentor to new hires; provide ongoing coaching/training to advisors. Perform regular Universal Banker duties in conjunction with supervisory responsibilities. Represent the Bank to the customer in a courteous, professional manner in face-to-face and telephone communications. Provides timely, efficient, and accurate service in processing transactions in accordance with all regulations, policies and procedures. Maintain expert knowledge of bank processes, products and services, as well as banking regulations including Bank Secrecy Act (BSA). Develop and enhance customer relationships to identify cross selling and referral opportunities. Actively protect confidentiality of customer and account information. Demonstrate Horizon Bank's commitment to the communities in which we serve through support of local organizations and events. Duties
- Supervise Universal Banker activities based on management objectives and branch goals.
- Display a high degree of initiative and influence others to deliver excellent customer experience, both internal and external.
- Ability to solve complex issues related to transaction processing, new account opening and maintenance and customer needs.
- Train and mentor new hires; provide ongoing training to advisors.
- Approve system over-rides.
- Responsible for proof operations.
- Process customer transactions, customer initiated account maintenance and all other tasks associated with customer requests.
- Report suspicious transactions or unusual occurrences to supervisor.
- Complete customer initiated account maintenance and all other tasks associated with customer requests.
- Recommend bank products and services to meet customer's changing needs.
- Train on vault responsibilities for management of cash inventories
- Efficiently gather customer information, identify financial needs, and educate customer on products and services. Recommend products based on the customer's needs.
- Originate new deposit accounts including checking, savings, ATM/Debit Cards, money market, CDs, IRAs and commercial accounts.
- Originate and provide advice on consumer loan products including personal loans, installment loans, home equity loans and lines of credit.
- Originate business deposit accounts, associated services and refer additional products and service to Treasury Management or Business Banker.
- Process basic life events including distribution of customers' estates to beneficiaries from any deposit account. Recommend referrals to trust department when appropriate.
- Educate customers on digital banking services and encourage electronic banking and e-statement adoption.
- Develop long-standing relationships with customers by providing Exceptional Service and Sensible Advice through knowledge of bank products and services such as business, commercial and mortgage lending as well as trust services.
- Participate in all office marketing and sales projects and promotions.
- Partner with branch advisors to uncover customer needs and cross-sell opportunities.
- Effectively use risk management tools to mitigate risk and minimize exposure to loss. Report unusual activity following established procedures.
- Maintain established controls such as identification procedures, check holds, and all other pertinent verification necessary to transact business.
- Promptly address customer questions and concerns through investigation. Report to management to formulate corrective action.
- Conduct and document periodic risk reviews and run reports as needed.
- Perform all work in compliance with established regulations, policies, and established procedures.
- Maintain customer privacy and protect bank operations by keeping information private and confidential.
- Participate in ongoing skill, sales training, compliance, risk management and security training as required for the position and apply knowledge in daily tasks.
- Other duties as assigned. Qualifications & Skills
- High school diploma or equivalent
- 3+ years of experience as a Universal Banker or the equivalent preferred; supervisory experience preferred.
- Must successfully complete consumer lending training and consistently demonstrate the required level of mastery of the lending products and processes.
- Strong sales initiative and ability to develop ongoing customer relationships.
- Present a professional image and communicate effectively with the public, co-workers, management, customers and others in a courteous, positive and professional manner.
- Ability to read, process, understand and apply written training material content to daily activity.
- Ability to follow detailed instructions and a wide range of procedures requiring sound judgment.
- Ability to perform basic mathematical computations using various business machines and/or computers.
- Must have proficient typing and computer skills. Core Competencies
- Adaptability & Flexibility
- Prospecting and Referring
- Educating Others
- Teamwork
- Problem Solving
- Risk Assessment Physical Requirements Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions in compliance with the Americans with Disabilities Act (ADA). Physical Demand: Percentage of Time: Communicate with customers, advisors and managers regarding banking transactions and issues. Able to exchange accurate information with others. 90-100% Able to verify authenticity of financial instruments, forms, documents and signatures. Able to verify identity of customers, vendors and service providers. Able to observe actions of others to ensure safety and security of the facility. 90-100% Constantly operate a computer and other office machinery such as calculator, copy machine, printer and telephone. 90-100% Able to remain in upright stationary position at counter height of approximately 48 for long periods of time. 50-75% Able to grasp, move and sort forms and papers. 90- 100% Regularly move about the branch to access teller line, file cabinets, storage drawers and various office equipment, such as cash counters and printers. 75-100% Occasionally position self to reach heights between floor and 6'. Must be able to lift up to 50 pounds at a time. Horizon Bank is a proud Equal Opportunity Employer - Disability - Veteran Employer. #LI-DNI