Universal Banker II

Nicolet National Bank•Neenah, WI

22d

About The Position

The Universal Banker II drives new customer and business growth while expanding existing relationships for Nicolet National Bank and the branch. The role serves as a trusted frontline advisor, delivering an exceptional customer experience and reflecting the bank’s culture and values. The position performs Universal Banker I responsibilities, including teller operations, digital support, and needs-based referrals, with the added responsibility of opening and servicing consumer deposit accounts. The Universal Banker II engages customers in financial conversations, recommends appropriate bank solutions, and ensures accurate, compliant account-opening experiences. The role also identifies and refers credit opportunities to Personal Bankers or lending specialists and supports branch performance through customer engagement, referrals, accurate operations, and compliance with regulatory standards. The role includes customer service across in-person, phone, and digital channels; cash and teller operations; account opening and maintenance; sales and referrals; issue resolution; risk and compliance practices; teamwork; and community engagement. The employee may also provide informal support to Universal Banker I colleagues and perform other duties as assigned.

Requirements

High school diploma or equivalent.
1–2 years of banking, customer service, or cash-handling experience.
Strong customer-service skills and strong 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 customers with servicing requests and provide timely follow-up.
Process deposits, withdrawals, loan payments, transfers, cashier’s checks, and other transactions accurately.
Balance the cash drawer and assist with vault, ATM, night depository, and dual-control responsibilities.
Identify suspicious or potentially 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.
Follow onboarding, KYC, CIP, identity verification, and policy requirements.
Educate customers about account features, benefits, and digital access tools.
Identify customer financial needs and recommend appropriate Nicolet products and services.
Meet referral, service, and activity expectations aligned with branch goals.
Refer customers to partners for consumer loans, home equity loans or lines, credit cards, business banking, and investment or wealth services.
Conduct outreach and follow-ups and manage the referral pipeline.
Conduct internal and external sales calls and other business development activities.
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, documentation, and audit-ready practices.
Follow branch operating 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 and support equal employment, inclusion, and respect for different perspectives.
Perform other duties as assigned.