Bilingual Universal Banker (English/Spanish)

Genesee Regional Bank•Rochester, NY

1d•Hybrid

About The Position

The Universal Banker is essential in creating a welcoming environment and building rapport to provide an exceptional customer service experience. Serving as a primary point of contact and the face of the bank, this role is responsible for transaction processing, maintenance, and handling service-related requests in person, through online chat submissions, and over the phone. This role serves as the main support for the Bank’s Spanish-speaking clients, assisting with both service and translation needs. In addition, the universal banker supports the branch by acquiring, maintaining, and deepening client relationships through engaging conversations. They actively listen to clients' financial needs and facilitate referrals to a relationship banker for further assistance. This position may require travel to other locations.

Requirements

High School Diploma is required
minimum of 2 years’ exceptional customer service experience
minimum of 1 year of previous banking experience or the equivalent combination of education and experience
Proficient in Spanish to enhance effective business communication
Provide a remarkable client experience; greet clients with warmth, genuine interest and a smile.
Lead by example; identify current or potential problems, take ownership and see them through to resolution.
Act as a unified team; possess strong interpersonal skills including the ability to proactively communicate and help others within and across departments.
Ability to work independently.
Seek and incorporate feedback on your performance from management, coworkers and clients.
General knowledge of PC with Windows based applications, CRM software, and multi-phone use.
Strong organizational skills, detail oriented-executes at a high degree of accuracy.
Excellent (written and verbal) communication and listening skills.
Ability to manage multiple priorities in a fast-paced environment.
Ability to make sound decisions.
Professional demeanor and appearance.

Responsibilities

Exemplify the GRB Experience ; in being the first point of contact to clients, visitors and vendors.
Demonstrate a professional, helpful and friendly manner in welcoming guests and directing them appropriately.
Greet clients with warmth, genuine interest and a smile.
Answer the phone and online chat submissions professionally, promptly, and pleasantly.
Take ownership of account servicing and error resolution, including resolving routine customer problems and referring more complex issues.
Follow-up on these issues as required ensuring timely and accurate resolution and convert servicing situations into referral (sales) opportunities.
Provide incomparable customer service to all Retail, Commercial, and Mortgage clients alike, including but not limited to; account transfers, password resets, wire transfers, with the ability to assist with more complex service needs in conjunction with established internal escalation points.
Accurately process a variety of Retail and Commercial transactions, including but not limited to; deposits, withdrawals, loan payments and check cashing transactions in a timely and efficient manner.
Verify check endorsements and funds availability.
Disburse cash to customers and conduct transactions according to procedures.
Maintain an adequate cash drawer at all times; this includes buying and selling currency from the vault as necessary.
Balance daily work, adhering to all steps outlined in internal procedures.
Provide technical support/troubleshooting for clients related to GRB online, ATM/Debit Cards, Mobile Wallet activation and other banking services as needed.
Effectively communicate with Spanish-speaking clients, ensuring they understand banking products and services.
Provide translation for documents and conversations to assist Spanish-speaking clients in navigating their banking needs.
Serve as Vault Custodian as needed, with responsibilities including; ordering of cash, assisting with preparation of cash for shipment, receipt of cash delivery, and balancing the branch.
Maintain a thorough knowledge of all Retail related procedures.
Assist the Branch Manager with branch soundness; helping maintain a consistent, well-organized, streamlined process to ensure all audits, regulatory policies and procedures are adhered to, appropriately retained, and up to date.
Understand and adhere to GRB’s risk and regulatory standards, policies and controls that are in place.
Identify risk-related issues needing escalation to management.
Open accounts for new customers and prepare new account paperwork, applications and request the required identification.
Promote strong customer and client interactions; develop new customer relationships and/or retain and expand existing relationships by proactively identifying opportunities to achieve personal referral (sales) goals to GRB’s internal partners.
Crosstrain in all necessary branch responsibilities and functions.
Proactively work towards meeting/exceeding quarterly/annual assigned referral (sales) goals.
Other tasks will be assigned accordingly, and as the manager sees fit, to assist with fulfillment of those needs.