Universal Banker Bilingual (English/Spanish) - Bulls Head Branch

40

Monday – Saturday with a day off during the week. Branch hours are Monday, Thursday & Friday 9:00 a.m. – 5:00 p.m., Tuesday & Wednesday 9:00 a.m. – 4:00 p.m., and Saturday 9:00 a.m. – 1:00 p.m. Must be flexible to meet current and future business needs.

Starting Pay: $22.02/hour + 10% premium for bilingual position

In addition to competitive pay and benefits, we offer an annual performance-based incentive that rewards eligible employees for their contributions to our success.

This position is responsible to effectively and efficiently process customer transactions in a Branch environment, and provide appropriate recommendations to customers who may need guidance in identifying the right financial solutions for their financial needs in order to build long-term mutually beneficial relationships, achievement of business objectives, and increased awareness of ESL’s self-service and digital service offerings. Additionally, this position will service customers at the greeter desk, at a platform desk, at the teller line, or over the phone.

Customer Experience 

• Provide excellent service to customers while working at the greeter’s desk, behind the teller line, or at a platform desk.
• Warmly greet customers upon arrival at the branch or over the phone.
• Determine the best team member to help the customer with their immediate need.
• Use active listening and needs-based questions to understand the customer’s needs and financial goals.
• Identify products and services to meet the needs of the customer.
• Make recommendations and provide financial guidance to the customer.
• Show commitment to resolving customer issues in the moment or performing the required follow-up work to see the issue through to completion.  
• Leverage the Voice of Customer (VOC) program to document customer concerns or your experience as a team member serving customers.

Operational Excellence 

• Adherence to ESL policies and procedures.
• Adherence to regulatory and disclosure requirements. 
• Participate in the completion of weekly and monthly branch audits, if requested by Branch Manager. 
• Participate in the completion of day-to-day administrative duties, if requested by Branch Manager. 
• Follow authentication process in order to determine the identity of the customer or prospect being served.
• Participate in fraud detection by validating monetary instruments presented by customers.
• Accurately process work.  Some common examples include, but are not limited to, deposits, withdrawals, transfers, loan payments, account maintenance, opening deposit accounts, and submitting loan applications. 
• Comfort navigating a variety of systems required for customer support.

Employee Engagement 

• Model ESL Core Values.
• Openly accept feedback to improve performance.
• Engage in continuous self-development by leveraging courses, workshops, and classes offered at ESL.
• Collaborate with internal partners in the branches, contact center and back office departments.
• Active participation in team meetings.
• Participate in and advocate for the VolunCare program.
• Leverage ESL Recognition Program to show appreciation for team members.

Growth and Purpose Outcomes 

• Serve customers from various ESL banking channels.  Those include, but are not limited to, customers who walk into ESL branches, customers who call the branch directly, customers who call our general service line (585.336.1000), customers you reach by making outbound phone calls, and customers using Chat.
• Actively participate in coaching sessions with branch leadership to consistently improve relationship building skills, product knowledge, and strategies to help customers thrive financially.
• Demonstrates ability to have meaningful and genuine conversations with our customers.  The objective of these thoughtful conversations is to understand the customers’ immediate needs and longer-term financial goals.  Then determine the appropriate solutions needed to provide sound financial guidance to our customers.  These solutions may ultimately result in the sale of ESL products and services.  Sales results will be used as one indicator of success in living our Purpose – We help our community thrive and prosper.
• Proactively manage an assigned book of business, as requested by Branch Manager. Books of business contains customers who actively bank within the assigned branch location.  This includes but is not limited to, making outbound phone calls, sending outbound emails to customers to build and maintain relationships to uncover new opportunities, and participating in local community events/groups.
• Help the branch meet or exceed their assigned team sales targets, including 
  • Personal Banking – Directly sell deposit products, loan products, payment products (debit and credit cards, Zelle), online and mobile banking services.
  • Business Banking – Directly sell deposit products, loan products, payment products (debit and credit cards), online and mobile banking services. Additionally, branch teams will refer businesses with larger borrowing needs to the business banking team.
  • Wealth Management – Refer customers who will benefit from our financial planning services to the wealth management team.
  • Mortgage – Refer customers who are purchasing a new home or have a need to refinance their existing mortgage to our mortgage team.

• High School diploma or High School equivalency diploma required
• One year in sales/service in the financial services or comparable industry required
• Strong, communication, problem solving and decision making abilities
• Bilingual English/ Spanish speaking proficiency required
• Prior Sales Experience preferred
• A high degree of flexibility to support branch needs
• Proficient in building customer and peer relationships
• Proficient in PC applications
• Understanding of banking products and services preferred
• Notary preferred; if not obtain within 12 months of filling role
• Must complete submission of application and fingerprinting to the NMLS (Nationwide Multisite Licensing System) and successfully be registered as an MLO (Mortgage Loan Originator) through ESL
• Demonstrates alignment with ESL’s Core Values, mission, vision, and Purpose to help our community thrive and prosper

We’re committed to diversity, equity, and inclusion. We believe we are a stronger, more successful organization because of this commitment. We strive to ensure a robust talent pool of qualified candidates with a variety of skillsets and capabilities for all our openings. We hire great people and welcome all new hires to our award-winning work environment, which has been recognized by the Great Place to Work Institute since 2010.