Universal Banker – Customer Facing Role

About the role

The Universal Banker works in a branch environment, greeting customers on entry, advising on digital channels and handling simple service queries. The role also involves low‑risk product sales and referral of more complex needs to specialist staff.

Key responsibilities

• Meet and greet customers, provide expert advice on digital/self‑service channels.
• Respond to basic servicing queries and direct customers to the appropriate department.
• Undertake lower‑risk product sales, including account opening, using the EDRAS sales process.
• Identify and refer complex customer needs to sales staff or branch specialists.
• Deliver a consistently excellent customer experience and promote multi‑channel engagement.
• Support branch operations and protect the bank through fraud vigilance, KYC compliance and risk minimisation.

Required profile

• Proficiency in Microsoft Office suite (Word, Excel, Outlook, PowerPoint).
• Strong interpersonal and communication skills.
• Passion for customer service and ability to resolve issues promptly.
• Expert knowledge of credit/debit card and core banking systems.
• Team player with critical‑thinking, organisational and time‑management abilities.
• Associate degree or high school diploma with at least 2 years of banking experience.

Required skills

• Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Core Banking systems