Job Description

Job Objective:

The Universal Banker role is responsible for the day-to-day operations/activities of the branch consisting of the ability to open deposit accounts, process teller transactions, assist customers with maintenance requests, resolve customer service issues and loan applications from initiation through completion. This candidate will also be a barista in the coffee shop if working in the Lubeck or South Parkersburg office. Focus on developing trust with customers to be able to uncover, identify, and deliver products and services to satisfy their financial needs while exceeding their expectations. 

Job Duties:

• Clear understanding of FDIC Insurance
• Knowledge of the different departments within the bank, the colleagues, and their job function.
• Maintain a position of trust and responsibility by keeping all customer’s business confidential.
• Establish, maintain, and grow working relationships with partners.
• Pleasant demeaner when interacting with customers.
• Continue to build and maintain world class service levels.
• Make decisions with well-developed interpersonal skills.
• Phone etiquette: must be able to perform incoming or ”warm” transfers, listen to and understand what our customers are calling in for, profiling for next steps, etc.
• Acquire, use, and maintain knowledge of all deposit products, consumer, and business lending products and willing to learn to generate and execute loans.
• Candidate will be required to perform the following duties as part of the day-to-day operations of the branch; review, analyze, and approve/decline Credit Reports for new deposit customers, review and approve/decline Teller Exception Holds, initiate wire requests. Complete understanding of and ability to read a customer’s deposit and/or loan account activity accurately and provide correct information to our customers These duties are not exhaustive.
• All ITM functions including but not limited to: pulling deposits, filling of cassettes, troubleshooting, assisting customers, etc.
• All Recycler functions including but not limited to: filling/removing notes when cassettes are empty/full, auditing, troubleshooting, balancing, etc.
• Self-motivated, self-confident with the ability to perform well in a relationship building environment, interact well with customers and team members in a professional manner.
• Follow operational standards regarding security, risk management, and compliance, interpret documents such as safety rules, account documents, operating and maintenance instructions, consumer loan documents and procedure manuals. Understand and use CSI’s Customer Resource Center (CRC).
• Able to speak effectively before groups of customers or employees of organization.
• Define and offer solutions to resolve problems. Use their knowledge of the organization to identify helpful resources.
• Complete special projects as assigned.
• Complete required training for all bank and branch policies and procedures.
• Attract new customer relationships, retain, and expand existing relationships by pro-actively meeting the customer’s financial needs through relationship building, turn service encounters into relationship building to uncover additional needs such as additional business services offered. i.e. – Cash Management Services, Autobooks, Banccard
• Direct and coach customers to become proficient and comfortable at utilizing ITMs both internally (at account opening and as demonstration) to help increase the overall usage of the ITM system (both through self-service and video tellers).
• Respond to customer concerns, resolve complaints with continuous follow-up and fulfilment of their needs and concerns and be able to coach direct reports to the effective use of the Customer Resource Center (CRC).
• Maintain at minimum a Food Handler’s Certificate and when asked a Food Manager’s Certification (at the Bank’s expense)
• Maintain a working knowledge of any drinks, beverages, etc. as a barista for the coffee shop if applicable

Education, Experience and Job Skills: 

A successful candidate will be an energetic, enthusiastic team player with excellent communication, problem solving, and customer service, cross selling skills. This position requires strong conversational skills, organizational skills, and the ability to assist in motivating and developing the branch team, along with following operational standards. 

• High school diploma or general education degree (GED); and one to two years related experience and/or training; or equivalent combination of education and experience.
• Prior job experience with customer contact is required.
• Flexible team player with excellent oral and written communication and customer service skills.
• Establish and maintain working relationships with partners at their location and Microsoft Teams and telephone.
• Decision maker with well-developed interpersonal skills to represent Williamstown Bank positively in dealing with customers.
• Self-motivated, confident and interact well with customers and essential colleagues in a professional manner.
• Able to turn service encounters into relationship building where other needs can be uncovered.
• Pass background and credit standards for the possibility of holding NMLS credentials.
• Learn and proficient with computer, software, and core systems.
• Trustworthy and confidential behavior is essential in this role.

  Basic Qualifications: 

• High School Diploma or GED; one to two years related experience and/or training; or equivalent combination of education and experience.
• Trustworthy and confidential behavior is essential in this role.
• Valid Driver’s license.
• Reliable transportation.

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