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Webster, Massachusetts, United States
Onsite
Job Description
As a key member of the Financial Center team, the Universal Banker delivers exceptional service at every customer's touch point, including leading and coordinating lobby management. The role serves as a single point of contact for a wide range of banking needs, consisting of accurately and efficiently handling service transactions – such as deposits, payments, replacement cards, and disputes – while also driving sales by opening accounts, identifying customer needs, offering tailored solutions, and recommending appropriate banking products.
Essential Functions
• Proactively and professionally greet customers as they enter the Financial Center to determine the best way to manage and guide their experience.
• Engage with customers following an established customer interaction model to build new customer relationships, retain and deepen existing customer relationships, and provide exceptional customer service standards.
• Fulfill customer financial needs, both immediate and long term, by utilizing Financial Wellness conversations to understand needs and recommend appropriate solutions and/or refer to our team of experts when necessary.
• Accurately and efficiently process transactions such as deposits, payments, checks for cashing and other transactions.
• Recognize cross-sell opportunities, including deposit accounts as well as insurance, investment and lending products, referring to our team of experts when necessary.
• Establish effective partnerships with Financial Advisors, LRMs, Mortgage and Business Bankers.
• Engage in outbound calling and outreach activities to generate a consistent flow of qualified referrals to build a robust pipeline of sales opportunities.
• Establish proficiency in the Bank’s systems to effectively provide customers with the highest level of service standards.
• Meet or exceed all financial objectives pertaining to individual and Financial Center team goals.
• Demonstrate ownership to ensure all follow-up items are complete or delegated to the appropriate individual(s) to work harmoniously with multiple team members.
• Create a warm, welcoming and friendly environment for customers and employees by fostering teamwork in the Financial Center to ensure an overall positive customer experience.
• Deliver coaching and guidance to tellers on digital capabilities, transaction processing, and key priorities - emphasizing a streamlined sales and service experience, a digital-first approach, effective client problem resolution, and the strategic use of digital tools.
• Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations.
• Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency.
• Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations
• Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
• Work as part of a team
• Work with on-site equipment
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education
High School Diploma or equivalent preferred
Work Experience
Less than one year Banking and/or retail experience
Or
Less than one year Sales experience or Customer Service experience preferred
General Employee Knowledge, Skills, and Abilities
• Ability to establish effective working relationships among team members and participate in solving problems and making decisions
• Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
• Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information
• Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
• Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas
The pay range for this position is generally $18.00 - $20.00 per hour. Actual pay is based on various factors including but not limited to the successful candidate’s experience, skills, and knowledge. Benefits are also available.
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Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.