Universal Banker

Renasant Bank•Pensacola, FL

36d

About The Position

The Universal Banker operates in a seamless dual capacity to deliver an exceptional customer experience by understanding customers’ needs and providing a complete range of retail banking services. The role performs sales, service, and operational functions while executing Renasant’s customer engagement model. The Universal Banker supports customers throughout their interactions, from routine transactions to financial counseling, promotes digital banking conveniences, and provides full-scale banking assistance without referring customers to another retail team member. The position requires adherence to the bank’s business model, vision, mission, core values, behaviors, policies, procedures, and applicable regulations. The role includes developing customer relationships, recommending suitable financial solutions, opening accounts, performing teller transactions, supporting digital and other delivery channels, and coordinating with internal business partners. It also entails maintaining accurate documentation and customer interaction records, carrying out daily branch operations, mitigating fraud and operational risks, protecting confidential information, and participating in community outreach. Senior Universal Bankers additionally bring experience handling complex transactions and issues with limited supervision and demonstrate operational strength and proficiency with bank products and solutions.

Requirements

High school diploma or equivalent.
At least 1 year of related customer experience and sales experience.
Strong dedication and motivation to achieve sales, service, and operational results and exceed expectations.
Ability to follow bank customer sales and service processes to achieve required goals and customer standards.
Excellent written and verbal communication skills.
Attention to detail and strong accuracy when handling transactions.
Comfort using a variety of technology software products to process transactions.
Proven time management and organizational skills, including the ability to handle multiple priorities and adapt to changing business needs and pace.
Ability to read, understand, and apply regulations, policies, and procedures related to Universal Banker responsibilities and branch operations.
Ability to travel for training, development opportunities, and between branches as needed.
For Senior Universal Bankers: at least 2 years of successful Universal Banker experience.
For Senior Universal Bankers: ability to handle complex transactions and issues with limited assistance or supervision.
For Senior Universal Bankers: operational strength with limited to no account exceptions, outages, or operational losses.
For Senior Universal Bankers: proficiency in bank products and solutions, including IRAs and complex business accounts.

Nice To Haves

College education preferred.
At least 1 year of teller and/or cash handling experience preferred.

Responsibilities

Deliver an exceptional branch customer experience by executing the bank’s customer engagement model, deepening relationships, educating customers, offering appropriate financial solutions and guidance, opening accounts, performing teller transactions, and addressing emerging needs without transferring customers to another retail area.
Meet sales and service goals by developing and expanding customer relationships, delivering banking solutions, and improving customer loyalty.
Collaborate with lines of business partners to fulfill financial needs through lending, wealth management, treasury solutions, and other financial services.
Promote digital delivery and provide customers with digital conveniences and on-demand solutions through the channels they prefer.
Promote awareness of and seamless transitions among online, mobile, in-branch, virtual branch, and customer experience center channels.
Respond promptly and intentionally to customer feedback, identify root causes of concerns or complaints, and recommend process, policy, or product improvements.
Obtain and complete appropriate documentation for customer solutions to minimize documentation exceptions.
Track customer pipelines and document calls and other interactions with customers and referral sources using the customer engagement platform.
Perform daily teller duties, including processing deposits, withdrawals, transfers, loan payments, and official checks; handling loan payoffs and draws; redeeming savings bonds; ordering currency; and auditing teller drawers.
Execute daily branch operations, including balancing the ATM and vault and performing branch capture procedures.
Follow procedures that protect the bank from unnecessary risk, including those relating to CTR, SAR, Reg CC holds, robbery, and fraud mitigation.
Recognize and navigate fraud attempts and events affecting customers or the bank.
Maintain the confidentiality and security of customer information according to regulatory and company guidelines and policies.
Review procedures and processes and complete self-audits using provided tools and resources to reduce risk to customers and the bank.
Represent the bank in community organizations and activities to expand outreach and develop relationships for future business opportunities.
Work with line of business partners, Retail Experience Administration, and Learning and Development to maintain knowledge of bank products, services, policies, processes, procedures, and systems.
Perform other related duties as assigned.