Universal Banker Senior

Overview

The Universal Banker Senior role consist of assisting clients providing exceptional customer service, accurately and efficiently performing all paying, receiving and collection functions. Processing transactions, adhering to strict security measures and to strong balancing procedures. Cross-trained in all servicing functions of the platform to support bankers and continue to assist clients as needed, such as, but not limited to, opening accounts, wire transfer input, change of address, and client's research. Ensures accuracy, excellence in client service and maintains appropriate measures relative to security and bank regulatory procedures. Takes an immediate active role in meeting the needs and expectations of clients; by servicing, promoting and identifying cross selling opportunities. May provide guidance and training to Universal Banker or other Universal Banker Seniors assigned to other Bank locations. At the direction of the Banking Center Manager, will help ensure scheduling of Universal Bankers meet client needs. I.e., breaks, lunch schedule, etc. Takes a leading role when one or more Universal Bankers are in the banking center, acting as a mentor.

Engages in conversation with clients by actively listening and asking questions.  Introduces clients to other CNB  team members, as appropriate , to proactively help meet their financial needs.  

Principal Duties & Responsibilities:

• Proactively and pleasantly greets clients to establish a connection and develop rapport, providing outstanding, personalized client experience.

• Client Services duties include and not limited to helping in the lobby to ensure clients are being attended to at all time; when not servicing clients in the teller line, the Universal Banker is required to assist clients in the lobby and refers clients to appropriate bank personnel in order to meet their financial needs.

• Executes a variety of transactions in accordance with applicable policies and procedures, and with a high level of accuracy and efficiency while maximizing the sales potential of every interaction.

• Consistently meets and/or exceed assigned individual and team referral/sales goals.

• Identifies client’s profiles and their respective needs, asks need revealing questions, identifies client CUES, makes appropriate benefit statements, handles objections, closes the referral to the appropriate business partner, ensures client retention and client service satisfaction.

• Develops business name sales leads by “scrubbing” leads through Hoovers or any other list in order to provide leads/referrals to the sales staff. A scrubbed lead is taking a business name from Hoovers or any other list and taking steps to gather additional information about the owners and company, in order to provide that information to sales staff. Must meet Bank established minimum monthly lead goal

• Maintains the highest level of confidentiality with all information obtained.

• Promotes the Bank’s products and services.

• Adheres to cash handling, operational, security and BSA/AML policies and procedures to avoid liability.

• Learns and understands servicing functions of the platform to support bankers, including performing complex transactions, monitoring adherence to security policies and procedures, maintaining proper balancing practices, and ensuring timely completion and processing of required documentation.

• Is responsible as part of the two-member team to open and/or close the branch.

• Provides timely and efficient client service by continuously helping the rest of the banking center team.

• Develops and maintains a prospect list of potential Non on us leads from the teller line transactions.

• Handles checks, debit/credit tickets and all other necessary transactions such as, loan payments within established limits.

• Ensures accuracy and adequacy of bank currency and coin supply and verifies cash shipments. Including but not limited to, ordering, shipping currency & coins.

• Cross trained to performs balancing of ATMs, TCR,as applicable and night depository.

• Cross-trained in all areas of client service including but not limited to opening accounts, wire transfers, etc.

• Ensures that all teller work is correctly & timely scanned through branch remote capture on a daily basis.

• Responsible for sending files and documents for storage following bank guidelines.

• Contacts clients to verify new payees when initiated in E-partner.

• Answering and responding to internal/external client phone calls.

• Responds to emails on behalf of sales staff to PBB Support when WTA’s are missing or incomplete schedule A’s.

• May assist the rest of Business Center staff with other duties:

• EFT Department – assists with debit card activation, travel dates, limit increases, disputes and the ordering of new cards.

• Follows up with clients on missing/pending signature cards.

• Provides access to safe deposit boxes after verifying the client’s identity and right to access, handles documents for surrender boxes.

• Follows up on past due safe deposit box rent, when applicable.

• Witnesses the drilling of safe deposit boxes due to lost keys or abandoned property, when applicable.

• Prepares abandoned property for escheatment.

• Cross-trained in all areas of client service including but not limited to opening accounts, wire transfers, etc.

• Ensures accuracy, excellence in client service and maintains appropriate measures relative to security and bank regulatory procedure.

• May perform more complex service and branch functions such as inputting outgoing.

• Assists Universal Banker with complex transactions, and client maintenance as needed.

• Approves checks, debit/credit tickets and all necessary transactions within established limits.

• Able to handle vault duties and ATM reconciliations.

• Performs balancing of TCRs, as applicable.

• Ensures that all teller work is correctly & timely scanned through branch remote capture on a daily basis.

• Ensures that banking center key & combo assignments are properly assigned and recorded.

• Educates new and existing clients on all digital products.

• Completes domestic/international wires according to the Board approved authorization limits and in accordance with banking policy and procedures.

• May perform routine client service functions such as change of address, provide statements, check book orders, ATM/Debit card orders, pin # changes, etc.

• Increases Bank relationships through cross-selling, marketing materials, promotions, telemarketing, developing client relations and providing prompt client service.

• Due to scheduling and business needs, the bank may modify your work hours and work location as needed, including working on a Saturday.

• Assist with training Universal Banker.

• Handle additional responsibilities including performing ATM/Vault balancing and/or assigning tasks, such as ATM/Vault balancing, or other teller related tasks to the Universal Banker.

Qualifications

• 5-7 years of prior banking experience which includes cash handling, sales, and client service.

• Prior knowledge of banking policies and procedures related to teller functions, along with working knowledge of teller terminals or online banking systems.

• Proven ability to handle complex transactions accurately and efficiently.

• Demonstrated success in needs-based sales and delivering high-level client service.

• Strong sales background is a plus.

• Ability to interpret or prepare detailed written materials and perform accurate mathematical calculations.

• Strong attention to detail, accuracy, and a high degree of security awareness.

• Understanding of applicable Federal and State regulations governing teller operations and banking compliance.

• Professional demeanor and appearance.

• Ability to meet and exceed sales goals while maintaining exceptional client service standards.

• Flexibility to work extended hours, including weekends, as business needs require.

• Ability to lift and transport coin and currency bags weighing up to 25–35 pounds, using proper lifting techniques and equipment where appropriate.

Education

• High School Diploma or an equivalent combination of education and/or relevant professional experience may be considered in lieu of a degree.

Special Instructions to Candidates

Equal Opportunity

City National Bank of Florida is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, protected veteran status, or any status protected by federal, state, or Florida law. We comply with the ADA and applicable Florida laws.

Interview Guidelines

To ensure a fair and consistent interview process, applicants are not permitted to use AI-enabled devices during interviews, including AI glasses or similar wearable technology that can record, transmit, or generate real-time information. 

Applicants who require a reasonable accommodation to participate in the interview process should contact talent.attraction@citynational.com in advance of the interview to submit an accommodation request. City National Bank of Florida will engage in the interactive process and provide reasonable accommodations in accordance with applicable law.