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

ESL Federal Credit Union•City of Rochester, NY

3d•Onsite

About The Position

The Universal Banker processes customer transactions efficiently in a branch environment and recommends appropriate financial solutions to help customers meet their needs and goals. The role builds long-term customer relationships, supports business objectives, and increases awareness of ESL’s self-service and digital offerings. Service is provided at the greeter desk, platform desk, teller line, over the phone, and through other banking channels. The position serves customers in English and Spanish and supports customer experience, operational excellence, employee engagement, and branch growth. It processes transactions and account services, identifies customer needs, provides financial guidance, contributes to sales goals, and refers customers to specialized business banking, wealth management, and mortgage teams when appropriate.

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 and Spanish speaking proficiency.
Strong communication, problem-solving, and decision-making abilities.
Ability to build customer and peer relationships.
Proficiency in PC applications.
Must submit an application and fingerprints to the Nationwide Multistate Licensing System (NMLS) and successfully register as a Mortgage Loan Originator (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; warmly greet customers and connect them with the appropriate team member.
Use active listening and needs-based questions to understand customers’ immediate needs and financial goals, identify suitable products and services, and provide recommendations and financial guidance.
Resolve customer issues during the interaction or complete follow-up work through resolution, and document concerns or service experiences through the Voice of Customer program.
Follow ESL policies, procedures, regulatory requirements, disclosure requirements, and customer authentication processes.
Participate in fraud detection by validating monetary instruments presented by customers.
Accurately process deposits, withdrawals, transfers, loan payments, account maintenance, deposit account openings, and loan applications.
Participate in branch audits and administrative duties when requested by the Branch Manager.
Collaborate with branch, contact center, and back-office colleagues; participate in team meetings, accept feedback, and pursue continuous development.
Model ESL Core Values, participate in and advocate for the VolunCare program, and use the recognition program to show appreciation for team members.
Serve customers across branch, phone, outbound call, and chat channels, including customers calling the general service line.
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 contacting customers, maintaining relationships, identifying opportunities, and participating in local community events or groups.
Help meet or exceed team sales targets by selling personal and business banking products and services, and referring customers to wealth management or mortgage teams when appropriate.
Maintain flexibility to support branch needs and current or future business requirements.