Universal Banker Bilingual (English/Spanish) - Bulls Head Branch

Bulls Head Branch•Rochester, NY

2d•Onsite

About The Position

The Universal Banker is responsible for efficiently processing customer transactions in a branch environment and recommending appropriate financial solutions to help customers meet their needs. The role builds long-term customer relationships, supports business objectives, and increases awareness of ESL’s self-service and digital banking offerings. The banker may assist customers at the greeter desk, platform desk, teller line, over the phone, and through other banking channels. English/Spanish bilingual proficiency is required. This position provides customer service and financial guidance, processes banking transactions, supports branch operations and regulatory compliance, and helps the branch meet sales targets. It also involves developing customer relationships through needs-based conversations, follow-up, assigned customer outreach, and participation in community events or groups. The schedule is 40 hours per week, Monday through Saturday, with one weekday off; flexibility is required to meet current and future business needs.

Requirements

High school diploma or high school equivalency diploma.
At least one year of sales or service experience in financial services or a comparable industry.
English/Spanish bilingual speaking proficiency.
Strong communication, problem-solving, and decision-making abilities.
Flexibility to support branch needs.
Proficiency in building customer and peer relationships.
Proficiency with PC applications.
Complete the application submission and fingerprinting required by the NMLS and successfully register as an MLO through ESL.

Nice To Haves

Prior sales experience.
Understanding of banking products and services.
Notary qualification; if not already qualified, obtain it within 12 months of filling the role.

Responsibilities

Provide excellent customer service at the greeter desk, teller line, platform desk, and over the phone.
Greet customers, identify the appropriate team member to assist them, and use active listening and needs-based questions to understand their needs and financial goals.
Identify products and services that meet customer needs, make recommendations, and provide financial guidance.
Resolve customer issues promptly or complete follow-up work through resolution, and document concerns or service experiences through the Voice of Customer program.
Follow ESL policies and procedures as well as regulatory and disclosure requirements.
Participate in weekly and monthly branch audits and day-to-day administrative duties when requested by the Branch Manager.
Authenticate customer identities and participate in fraud detection, including validating monetary instruments.
Accurately process deposits, withdrawals, transfers, loan payments, account maintenance, deposit account openings, and loan applications.
Use the systems required to support customers and serve them through branch, phone, outbound-call, email, and chat channels.
Accept feedback, pursue self-development, collaborate with internal partners, participate in team meetings, and support ESL’s recognition and VolunCare programs.
Participate in coaching sessions to improve relationship-building skills, product knowledge, and strategies for helping customers thrive financially.
Proactively manage an assigned book of business when requested, including customer outreach and participation in local community events or groups.
Help the branch meet or exceed team sales targets by selling personal and business banking products and services.
Refer customers to business banking, wealth management, and mortgage teams when appropriate.