Arlisia Simmons

1. **Customer Service:**

- Serve as the primary point of contact for customers, handling inquiries, resolving issues, and providing personalized service.

- Assist customers with routine transactions such as deposits, withdrawals, and money transfers.

- Educate customers on various banking products and services, including checking and savings accounts, credit cards, loans, and investment options.

2. **Sales and Cross-Selling:**

- Identify customer needs and recommend appropriate banking products and services.

- Promote and cross-sell financial products such as savings accounts, mortgages, personal loans, credit cards, and investment products.

- Meet sales targets by building relationships with customers and understanding their financial goals.

3. **Account Management:**

- Assist customers in opening new accounts, including checking, savings, and certificate of deposit (CD) accounts.

- Handle account maintenance tasks, such as updating customer information, managing account issues, and processing changes.

4. **Teller Functions:**

- Perform teller duties, including processing transactions, handling cash, and balancing the cash drawer at the end of the day.

- Ensure accuracy and adherence to bank policies and procedures during transactions.

5. **Loan Processing:**

- Assist customers in applying for personal loans, mortgages, and other types of credit.

- Gather necessary documentation, explain loan terms, and guide customers through the application process.

- Work with underwriters and loan officers to facilitate loan approvals.

6. **Compliance and Risk Management:**

- Ensure all transactions and processes comply with banking regulations and internal policies.

- Identify and report suspicious activities or potential fraud to prevent financial crimes.

7. **Financial Advice:**

- Provide basic financial advice to customers, helping them manage their finances and plan for future goals.

- In some cases, offer investment advice or refer customers to specialized financial advisors.

8. **Technology and Innovation:**

- Utilize banking software and digital tools to assist customers with online banking, mobile banking, and other digital services.

- Educate customers on how to use digital banking platforms to manage their accounts efficiently.

Skills Required for a Universal Banker

•Customer Service:Strong interpersonal skills and a customer-focused approach are essential for building relationships and ensuring customer satisfaction.

•Sales Ability:The ability to identify customer needs and effectively promote and sell banking products is crucial.

•Technical Proficiency:Familiarity with banking software, digital platforms, and other financial tools.

•Communication:Clear and effective verbal and written communication skills to interact with customers and colleagues.

•Attention to Detail:Accuracy in handling transactions, managing accounts, and complying with regulations.

•Problem-Solving:The ability to quickly resolve customer issues and provide solutions that meet their needs.

•Adaptability:Flexibility to handle a wide range of banking tasks and adapt to the evolving needs of the bank and its customers.

•Regulatory Knowledge:Understanding of banking regulations, compliance requirements, and risk management practices.

•Client Relationship Management:Expertise in building and nurturing strong client relationships to drive business growth.

•Financial Product Knowledge:Deep understanding of banking products, including loans, mortgages, investments, and insurance.

•Sales and Cross-Selling:Proven ability to meet and exceed sales targets through effective cross-selling and upselling strategies.

•Customer Service: Exceptional customer service skills with a focus on personalized financial solutions.

•Regulatory Compliance:Strong knowledge of banking regulations and compliance requirements.

•Communication:Excellent verbal and written communication skills for interacting with clients and internal teams.

•Problem-Solving: Skilled in identifying client needs and providing timely and effective financial solutions.

•Team Collaboration: Ability to work effectively in a team environment to achieve branch and company

• Answering phone calls and written questions, concerns, and complaints regarding membership
• Providing information on membership fees, policies, processes, benefits, products, and services
• Actively listening to members and identifying their needs
• Recommending and cross-selling products and services to members and potential members
• Investigating and resolving or escalating membership and payment issues
• Assessing member eligibility and processing payments, applications, and requests
• Documenting all inquiries and maintaining accurate membership records.

• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication 'scripts' when handling different topics
• Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets.

• Customer Service, Goal Settings, Money Handling, Deposits/Withdrawals.

• Deposits/Withdrawals.