Small enough to care. Big enough to deliver.

The Universal Banker II role is an entry level, but experienced retail banking role responsible for developing and maintaining account relationships with new and existing customers through actively promoting, selling, and referring bank products and services.  The majority of time is spent establishing deposit accounts and retail services, resolving complaints and concerns related to these, and making appropriate referrals to other business lines.  Will also conduct teller counter banking transactions.  Will serve as an experienced resource for less experiences retail associates. 

• Identifies needs for retail customers by asking open ended questions to recommend and open appropriate accounts and services by explaining unique features and benefits to the customer; performs necessary tasks to establish and/or update them as needed.
• Identifies opportunities for referrals to other business lines and makes introduction to the employee.
• Uses bank technology and resources to track sales and service activity, keep customer information current, and inform them of additional ways we can meet their needs.
• Overcomes customer concerns and resolves any complaints related to deposit account transactions.
• Assists customers with a variety of retail service needs including but not limited to:
  • Personal ATM/Debit cards (i.e. ordering and closing cards, resolving transaction errors, handling fraudulent transactions);
  • Overdraft protection services;
  • Handling of check orders;
  • Updating address and customer contact information;
  • Handling wires and other electronic transfers;
  • Establishing personal online banking services and assisting with basic navigation questions.
  • Assists with establishing and updating basic fiduciary and business ownership accounts.
• Embraces leadership opportunities within the branch by:
  • Assisting with new employee training, including development of service and referral skills;
  • Providing assistance with difficult or sensitive customer situations;
  • Proactively learning about new services and changes to existing processes and services and then assisting other associates with accepting and transitioning through the change.
• Processes teller counter transactions with a variety of complexity and helps to answer customer questions and service needs. Locates and resolves offages for self and assists with other retail associates, as needed.
• Serves as an experienced resource to assist less experienced staff with transactions as needed; handles and is accountable for overrides processed with those transactions.
• Assists with branch operations, as needed (i.e. audits, certification duties, balancing requirements, assigning daily duties and confirming completion, creating weekly schedules, etc.).
• Assists branch retail leaders with proactive customer outreach initiatives.
• May fill in at various retail branch locations, as needed.
• Actively participates in community events to represent MidWestOne Bank and demonstrates support for company culture.
• Performs other duties as assigned.

• Post high school education preferred or equivalent combination of education and related work experience.
• In addition to education, prefer 1-2 years of experience in a Universal Banker or lead customer service-related role. 
• Banking or financial experience is preferred.