Job Description

Job Location: Downtown - Washington, MO 63090
Position Type: Full Time
Job Category: Retail BankingBank of Washington is in the business of doing good, by prioritizing employees, customers, community, and relationships. 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 strenghtens 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.
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.

Qualifications

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.