Bank Shared Service

The Senior Universal Banker position is a key member of the Retail banking team, responsible for delivering exceptional customer service, driving branch performance, and supporting branch leadership in managing daily operations. This role requires a deep understanding of banking products and services, strong relationship building skills, and the ability to handle complex customer transactions. The Senior Universal Banker serves as a mentor to staff and plays a critical role in achieving branch goals.

Essential Responsibilities:

• Support the Branch Manager in the daily operations of a Retail Banking branch, contributing to operational excellence and overseeing all functions run smoothly and cohesively.
• Oversee staffing levels, scheduling, and branch workflow to maintain optimal coverage, enabling the team to exceed customer expectations and efficiently complete operational tasks.
• Provide hands-on coaching to staff on effectively conducting all operational tasks, adherence to compliance and regulatory requirements, and delivering high-quality service.
• Support branch leadership in driving initiatives to maximize sales, enhance customer satisfaction, and reduce operational losses.
• Assist in managing branch cash operations, including cash handling, balancing, and conducting branch audits to ensure accuracy, compliance, and financial integrity.
• Participate and help lead daily branch huddles to ensure staff engagement with operational or goal related updates.
• Address escalated customer issues with empathy, taking a proactive approach to resolve concerns promptly, professionally, and in a positive manner to promote a high level of customer satisfaction.
• Take accountability for overseeing branch operations and employee performance in the absence of the Branch Manager and/or Assistant Manager, ensuring continuity and maintaining high standards.
• Cultivate a positive and inclusive work environment that enhances employee satisfaction and strenghten's team cohesion.
• Assist customers with a wide range of banking needs, including opening new accounts, processing transactions, and offering financial solutions.
• Build strong customer relationships by identifying financial needs and recommending appropriate products and services.
• Conduct outbound calls and follow-ups to generate leads and deepen customer relationships.
• Work collaboratively with bank partners to deliver the desired customer experience and achieve overall business objectives.
• Participate in continuous learning to gain knowledge of bank processes, policies, software, terminology, and rules and regulations.
• Performs other duties as assigned or required.

Preferred Education, Experience, Skills, and Attributes:

Experience:

• 1-3 years of experience in retail banking, financial services, or a related industry preferred.
• Experience handling complex financial transactions and resolving customer issues.
• Prior experience mentoring or training staff is a plus.

Skills:

• Foundational leadership skills with a focus on supporting daily operations.
• Strong customer service orientation, ensuring prompt and professional resolution of customer needs.
• Basic understanding of sales processes, customer service standards, and operational workflows.
• Organizational and time management abilities to prioritize tasks and meet deadlines.
• Strong knowledge of banking products, services, cash handling procedures, policies, procedures and regulations.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and basic banking software.

Attributes:

• Proactive and adaptable, with a willingness to learn and grow in a dynamic environment.
• Team oriented mindset, fostering collaboration and a positive workplace culture.
• Strong work ethic and accountability in meeting individual and team objectives.
• Customer-centric approach, committed to delivering consistent, high-quality service.

The Bank of Washington is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.