Universal Banker

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Home > Explore > Career Map > Universal Banker

What is the Universal Banker’s role?

The Universal Banker’s responsibilities combine those of the Teller, Customer Service Representative (CSR) and Personal Banker. The person in this hybrid position serves customers, processes transactions, provides financial counseling and guides clients with particular needs to the appropriate department or specialist. A good Universal Banker can lend support and expertise in the areas of operations, sales, lending, information technology and online/mobile banking services. Note that the Universal Banker’s role is distinct from the CSR role. For Universal Bankers, customer service is of foremost importance.

Typically, a person enters this role with an undergraduate university or college degree and little on-the-job experience. Candidates who have completed the CSC or IFC have an advantage over the competition. They may have moved into the role as the next step up from a CSR in their career progression. The typical age range is 22 to 32. The Universal Banker typically progresses to the role of a full-time Personal Banker.

What are the responsibilities of this role?

Serving customers and educating them about sales and service delivery options
Recommending the appropriate products and services to match their needs
Referring customers to the appropriate specialist or directing them through the appropriate channel to address more complex needs
Building relationships with customers, team members and internal partners
Other duties include processing transactions, keeping financial records, opening new accounts, cross-selling, generating new business and providing quality assurance