Universal Banker Senior

City National Bank of Florida•Miami, FL

22h•Onsite

About The Position

The Universal Banker Senior role consists of assisting clients by providing exceptional customer service, accurately and efficiently performing all paying, receiving, and collection functions. This role involves processing transactions, adhering to strict security measures, and strong balancing procedures. The Universal Banker Senior is cross-trained in all servicing functions of the platform to support bankers and continue to assist clients as needed, such as opening accounts, wire transfer input, change of address, and client research. This position ensures accuracy, excellence in client service, and maintains appropriate measures relative to security and bank regulatory procedures. The Universal Banker Senior takes an immediate active role in meeting the needs and expectations of clients by servicing, promoting, and identifying cross-selling opportunities. They may provide guidance and training to Universal Bankers or other Universal Banker Seniors assigned to other Bank locations. At the direction of the Banking Center Manager, they will help ensure the scheduling of Universal Bankers meets client needs, including breaks and lunch schedules. The Universal Banker Senior takes a leading role when one or more Universal Bankers are in the banking center, acting as a mentor. They engage in conversation with clients by actively listening and asking questions, and introduce clients to other CNB team members as appropriate to proactively help meet their financial needs.

Requirements

2-4 years prior banking experience which includes cash handling, sales, and client service.
Prior knowledge of banking policies and procedures related to teller functions, along with working knowledge of teller terminals or online banking systems.
Proven ability to handle complex transactions accurately and efficiently.
Demonstrated success in needs-based sales and delivering high-level client service.
Strong sales background is a plus.
Ability to interpret or prepare detailed written materials and perform accurate mathematical calculations.
Strong attention to detail, accuracy, and a high degree of security awareness.
Understanding of applicable Federal and State regulations governing teller operations and banking compliance.
Professional demeanor and appearance.
Ability to meet and exceed sales goals while maintaining exceptional client service standards.
Flexibility to work extended hours, including weekends, as business needs require.
Ability to lift and transport coin and currency bags weighing up to 25–35 pounds, using proper lifting techniques and equipment where appropriate.

Responsibilities

Proactively and pleasantly greets clients to establish a connection and develop rapport, providing outstanding, personalized client experience.
Assists in the lobby to ensure clients are being attended to at all times; when not servicing clients in the teller line, assists clients in the lobby and refers clients to appropriate bank personnel to meet their financial needs.
Executes a variety of transactions in accordance with applicable policies and procedures, with a high level of accuracy and efficiency while maximizing the sales potential of every interaction.
Consistently meets and/or exceeds assigned individual and team referral/sales goals.
Identifies client profiles and their respective needs, asks need-revealing questions, identifies client CUES, makes appropriate benefit statements, handles objections, closes the referral to the appropriate business partner, ensures client retention and client service satisfaction.
Develops business name sales leads by “scrubbing” leads through Hoovers or any other list to provide leads/referrals to the sales staff. A scrubbed lead involves gathering additional information about owners and companies to provide to sales staff. Must meet Bank established minimum monthly lead goal.
Maintains the highest level of confidentiality with all information obtained.
Promotes the Bank’s products and services.
Adheres to cash handling, operational, security, and BSA/AML policies and procedures to avoid liability.
Learns and understands servicing functions of the platform to support bankers, including performing complex transactions, monitoring adherence to security policies and procedures, maintaining proper balancing practices, and ensuring timely completion and processing of required documentation.
Is responsible as part of the two-member team to open and/or close the branch.
Provides timely and efficient client service by continuously helping the rest of the banking center team.
Develops and maintains a prospect list of potential Non on us leads from the teller line transactions.
Handles checks, debit/credit tickets, and all other necessary transactions such as loan payments within established limits.
Ensures accuracy and adequacy of bank currency and coin supply and verifies cash shipments, including ordering and shipping currency & coins.
Cross-trained to perform balancing of ATMs, TCRs, as applicable, and night depository.
Cross-trained in all areas of client service including opening accounts, wire transfers, etc.
Ensures that all teller work is correctly & timely scanned through branch remote capture on a daily basis.
Responsible for sending files and documents for storage following bank guidelines.
Contacts clients to verify new payees when initiated in E-partner.
Answers and responds to internal/external client phone calls.
Responds to emails on behalf of sales staff to PBB Support when WTA’s are missing or incomplete schedule A’s.
May assist the rest of Business Center staff with other duties, including EFT Department assistance with debit card activation, travel dates, limit increases, disputes, and ordering new cards.
Follows up with clients on missing/pending signature cards.
Provides access to safe deposit boxes after verifying the client’s identity and right to access, handles documents for surrender boxes.
Follows up on past due safe deposit box rent, when applicable.
Witnesses the drilling of safe deposit boxes due to lost keys or abandoned property, when applicable.
Prepares abandoned property for escheatment.
Ensures accuracy, excellence in client service, and maintains appropriate measures relative to security and bank regulatory procedure.
May perform more complex service and branch functions such as inputting outgoing wires.
Assists Universal Banker with complex transactions and client maintenance as needed.
Approves checks, debit/credit tickets, and all necessary transactions within established limits.
Able to handle vault duties and ATM reconciliations.
Performs balancing of TCRs, as applicable.
Ensures that banking center key & combo assignments are properly assigned and recorded.
Educates new and existing clients on all digital products.
Completes domestic/international wires according to the Board approved authorization limits and in accordance with banking policy and procedures.
May perform routine client service functions such as change of address, provide statements, check book orders, ATM/Debit card orders, PIN # changes, etc.
Increases Bank relationships through cross-selling, marketing materials, promotions, telemarketing, developing client relations, and providing prompt client service.
Handles additional responsibilities including performing ATM/Vault balancing and/or assigning tasks, such as ATM/Vault balancing, or other teller-related tasks to the Universal Banker.
Provides guidance to new and existing clients on the use of digital banking products and services, including assisting with enrollment, navigation, and basic troubleshooting.
Responsible for opening and closing the banking center in accordance with assigned schedules and established operational and security procedures.
Provides coverage and support at other banking center locations as needed to support operational requirements and maintain compliance with regulatory and security standards, including segregation of duties and dual control.
Maintains flexibility to work assigned schedules and locations based on business needs, including changes to work hours and weekend coverage, as required.