Universal Banker II

Nicolet National Bank•Medford, WI

26d

About The Position

The Universal Banker II is a frontline banking role focused on attracting new customers, growing business, and deepening existing customer relationships. The position delivers an exceptional customer experience across in-person, phone, and digital channels and reflects Nicolet National Bank’s culture and values. The role performs Universal Banker I duties, including teller operations, digital support, and needs-based referrals, while also opening and servicing consumer deposit accounts. The Universal Banker II discusses customers’ financial needs, recommends suitable products and services, ensures accurate and compliant account-opening experiences, and refers credit opportunities to Personal Bankers or lending specialists. The position contributes to branch performance through customer engagement, referrals, accurate operations, and compliance with regulatory requirements.

Requirements

High school diploma or equivalent.
1–2 years of banking, customer service, or cash-handling experience.
Strong customer-service skills and effective communication and interpersonal skills.
Knowledge of deposit products, digital tools, branch operations, and onboarding processes.
Ability to conduct needs-based conversations and make confident product referrals.
Accuracy and attention to detail in account-opening and cash-handling environments.
Strong organizational and problem-solving skills, with the ability to prioritize in a dynamic environment.
Proficiency with banking systems, digital platforms, and Microsoft Office.

Nice To Haves

Prior experience opening consumer deposit accounts.
Exposure to branch sales, referrals, and basic financial-services concepts.

Responsibilities

Deliver welcoming, professional service across in-person, phone, and digital channels.
Conduct needs-based conversations to understand customer goals and recommend appropriate solutions.
Assist with servicing requests accurately and follow up in a timely manner.
Process deposits, withdrawals, loan payments, transfers, cashier’s checks, and other transactions.
Balance the cash drawer and assist with vault, ATM, night depository, and dual-control responsibilities.
Identify suspicious or fraudulent behavior and escalate it appropriately.
Open and service consumer checking, savings, money market, and CD accounts.
Complete account maintenance, customer information updates, and documentation reviews accurately.
Comply with onboarding, KYC, CIP, identity verification, and policy requirements.
Educate customers about account features, benefits, and digital access tools.
Identify customers’ financial needs and recommend Nicolet products and services.
Meet referral, service, and activity expectations aligned with branch goals.
Refer customers to partners for consumer loans, home equity loans and lines of credit, credit cards, business banking, and investment or wealth services.
Conduct disciplined outreach and follow-ups and manage a referral pipeline.
Conduct internal and external sales calls and other business development activities to support business objectives.
Resolve account issues, transaction discrepancies, fee inquiries, and debit-card concerns professionally.
Escalate complex issues to Personal Bankers or leadership using sound judgment.
Follow Nicolet policies and applicable regulations, including BSA/AML, KYC, OFAC, Reg CC, Reg E, privacy, and security requirements.
Maintain accurate records and documentation and audit-ready practices.
Adhere to branch operations procedures and risk-mitigation standards.
Participate in team huddles, share observations, and support branch goals.
Represent Nicolet in community involvement and customer-engagement activities.
Provide informal support to Universal Banker I colleagues to help build their skills and confidence.
Maintain appropriate controls and comply with applicable laws and regulations.
Work successfully with others while respecting diversity and supporting inclusion and equal employment opportunities.
Perform other duties as assigned.