Universal Banking Manager

Merchants Bank•Cannon Falls, MN

4d•$65,400 - $80,100•Hybrid

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 Red Wing/Cannon Falls 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. This is a full time, 40 hours a week position; hours will vary to cover branch hours Monday-Friday with a Saturday morning option. This position will work at the Red Wing and Cannon Falls offices, however will provide back-up to other nearby branches.

Requirements

A minimum of four years of front-line banking experience required.
Individual must desire leadership position.
Ability to coach and train staff.
High degree of tact and professionalism.
Must be skilled at handling sensitive situations.
Strong communication and interpersonal skills.
Strong customer service skills and experience.
Demonstrated success handling difficult customer situations.
Demonstrated ability to stop, pause and speak up when concerned about a coworker’s or customer’s behavior.
Ability to use intuition and common sense to carry out instructions, understand procedures, speak professionally and clearly to customers and employees as well as to escalate to supervisor when needed.
Strong time management skills and the ability to multi-task and prioritize.
Strong math skills and abilities.
Strong computer system proficiency.
Ability to learn and follow established regulatory and compliance guidelines, policies and procedures.
Strong attention to detail.
A genuine desire to have engaging conversations with customers to identify and solve customer needs, as well as to offer additional appropriate products and service solutions.
Maintain a neat and organized work area.
Project a well groomed and professional appearance.
Adhere to bank policy on absenteeism and the established work hours.
Avoid personal phone calls, text messages, and non-business related emails (internal and external), and internet usage (unless in an urgent situation).
Cooperate and collaborate with other staff members.
Respond to supervisory guidance and direction, ask good questions, listen and do the appropriate detective work to either help yourself or our customers.
Regular and dependable on-time attendance is an essential function of the job.
Accurately within the established guidelines.
Organize time to complete duties without sacrificing service to customers.
Stay calm, professional and focused under pressure.
Complete assignments independently and in a timely manner.
Accept accountability for personal and bank success.
Adapt well to change.
Flexible to changing needs, such as staffing needs for the Branch.
Is confidential (Internal and External).
Is a team player.

Responsibilities

Oversee Universal Bankers in a defined market and ensure exceptional customer service.
Provide direct customer contact daily, applying tact, courtesy, and a genuine desire to serve others.
Apply effective problem solving and resolution when assisting Universal Bankers and serving customers.
Participate in the hiring process, performance reviews, and coaching/mentoring teammates.
Build customer relationships.
Play an important role in fraud prevention.
Supervise activities of Universal Banker levels I, II, III.
Make hiring decisions, conduct performance reviews, and coach/mentor teammates.
Ensure team members have the tools, education, and support needed to respond to customers efficiently and provide exceptional customer service.
Motivate Universal Bankers to reach sales goals by creating a positive department culture.
Maintain knowledge of and adhere to all applicable laws, regulations, policies, and procedures.
Maintain excellent fraud prevention and resolution procedures.
Properly diagnose customer needs and proactively offer new opportunities by cross-selling or referring to appropriate business lines.
De-escalate situations involving dissatisfied customers, offering patient assistance and support.
Research, analyze, and resolve customer issues; determine appropriate resolution; manage difficult customer situations and follow up on resolutions.
Assist Universal Banker team and customers in resolving issues within digital channels.
Ensure testing and product knowledge is completed by the entire team.
Complete workflow requests and internal processes.
Perform business analysis of DDA options.
Establish effective working relationships with customers; obtain necessary information to determine creditworthiness to make sound financial decisions.
Initiate the preparation of appropriate loan documentation ensuring all terms and conditions are accurate and as agreed.
Collect on loans.
Attend to the needs of potential real estate customers for in-house loans.
Work with regulation changes in regards to Consumer Lenders at all affiliates.
Follow through on loan transactions and department procedures.
Identify and initiate cross-sales opportunities of other banking products and take appropriate action in directing customers to other banking departments.
Provide ongoing account maintenance to customers; respond to customer inquiries and concerns in a timely, accurate, and professional manner.
Responsible for individual loan, fee income and referral goals, and expected to participate in overall department, bank and MFGI goals.
May include crop insurance duties.
Ensure that internal and external customers receive outstanding service from every employee.
Be efficient and accurate when processing customer transactions.
Provide excellent customer service by greeting customers, seeking to understand their needs, and offering personalized solutions.
Provide high-quality consultative conversations to uncover needs and opportunities.
Resolve customer issues and concerns promptly and effectively; escalate when needed.
Be proficient and happily able to assist customers on systems including internet banking products, bill pay, e statements, mobile banking, telephone banking.
Build strong relationships with customers to understand their financial goals and identify opportunities to meet their needs.
Foster long-term customer loyalty through ongoing relationship management and exceptional service.
Build strong internal relationships with immediate coworkers as well as Merchants Bank employees in all shared services areas.
Meet or exceed individual and team/branch sales targets for banking products.
Lead and direct Universal Bankers to conduct outbound sales activities.
Respond to all customer inquiries and forward any appropriate requests to other departments.
Promote bank products by answering inquiries; inform customers of new services and product promotions.
Attend external customer meetings as requested.
Participate in partnership banking visits, as requested.
Ensure team members maintain in-depth knowledge of the bank's products, services, and promotions.
Educate customers on the features, benefits, and terms of various banking products.
Stay updated on industry trends, regulatory changes, and competitive offerings.
Complete all required compliance training and certifications on time.
Ensure the Universal Banker team completes all required courses.
Collect Privacy Codes/Security word as well as update email addresses and contact numbers.
Process transactions efficiently and accurately, ensuring compliance with internal policies, procedures, controls, and banking regulations.
Follow all bank policies, procedures, and regulatory guidelines.
Adhere to security and fraud prevention measures.
Disseminate information regarding legal and fraud issues.
Perform various administrative and operational tasks when opening and closing accounts, account maintenance and changes, and documentation.
Process financial transactions including receiving deposits and loan payments, cashing checks, issuing withdrawals, recording night deposits, selling cashier's checks and money orders as well as answering customer questions.
Maintain a balanced cash drawer and maintain an accurate supply of cash and coin.
Update central file information when working with account portfolios & compliance regulated forms.
Accurately submit customer workflow/task requests as required in the appropriate systems.
Review the daily overdraft report to proactively catch customers before they default.
Comply with any and all audit regulations concerning the security of your work area and branch location.
Perform all other duties, as assigned, to increase performance of Merchants.
Accept requests to cross-train for additional duties.
Ensure that all team members collaborate to ensure branch operations run smoothly and efficiently.
Coordinate team members and participate in trade shows, promotional events, and marketing activities.
Participate in community activities to actively promote the bank.
Contribute to a positive working environment through words and actions.