Universal Banking Manager

Merchants Bank•Winona, MN

23d

About The Position

Merchants Bank is seeking a service‑driven, relationship‑focused Universal Banking Manager to join our Retail Banking team. This leadership role oversees Universal Bankers within the Winona market and ensures the delivery of exceptional customer experiences across all channels. This position plays a key role in developing staff, deepening customer relationships, supporting consumer lending, and promoting a culture aligned with our “One Merchants” values. This individual will serve as both a leader and a hands‑on banker—providing direct customer service, coaching and mentoring teammates, assisting with complex customer needs, and ensuring operational excellence. The ideal candidate demonstrates strong customer service expertise, sales leadership, problem‑solving abilities, and a high degree of professionalism.

Requirements

Minimum 4 years of front-line banking experience required.
Demonstrated interest and ability in leading, coaching, and developing staff.
Strong interpersonal, communication, and customer service skills.
Proven ability to resolve complex customer situations with tact and professionalism.
Solid understanding of bank products, consumer lending, and banking operations.
Strong organizational skills, attention to detail, and ability to multitask effectively.
Ability to exercise sound judgment, maintain confidentiality, and adapt to changing needs.

Responsibilities

Represent Merchants Bank as a top community business leader and model exceptional customer experience standards.
Lead, supervise, and support Universal Banker levels I, II, and III.
Participate in hiring decisions, performance reviews, coaching, and ongoing staff development.
Build a collaborative, transparent team environment while reinforcing the “One Merchants” culture and core values.
Ensure teammates have the tools, training, and resources to provide excellent service.
Maintain a high level of customer contact, demonstrating tact, courtesy, and professionalism.
Assist staff in resolving complex or escalated customer issues.
Conduct high‑quality consultative conversations to identify customer needs and recommend solutions.
Support customers across digital channels, including online banking, mobile banking, and other self‑service tools.
Build strong relationships with customers to foster loyalty and long‑term engagement.
Lead the Universal Banker team in achieving individual and branch sales goals.
Promote bank products and services through personalized recommendations and outbound sales activities.
Identify cross‑sell and referral opportunities across all business lines.
Participate in customer-facing business development activities and partnership banking visits.
Establish strong working relationships with borrowers and evaluate creditworthiness.
Complete loan documentation accurately and in accordance with policy.
Manage loan follow‑through and collections when needed.
Stay updated on consumer lending regulations and practices across all affiliates.
Meet individual lending and referral goals while maintaining confidentiality and compliance.
Ensure adherence to all internal policies, regulatory requirements, and security procedures.
Maintain excellent fraud prevention practices and escalate issues appropriately.
Complete required compliance training and ensure team members do the same.
Support risk management efforts through accurate documentation, secure operational processes, and strong oversight of customer workflows.
Support efficient branch operations, including account opening, maintenance, and transaction processing.
When needed, assist in teller duties including deposits, withdrawals, payments, and balancing cash.
Review daily overdraft reports and proactively engage customers.
Submit customer workflow and task requests accurately in internal systems.
Participate in cross‑training and contribute to overall branch performance.
Actively participate in community events and outreach to represent Merchants Bank.
Support and collaborate with the Retail Banking Manager and Market President.
Promote a positive, professional working environment and contribute to team success.