West Plains Bank and Trust Company opened in 1883 and is the longest continually operating business in West Plains.  One of our values is to Have Fun, “Spread fun in all you do”.

The Universal Banker II is the Customer Ambassador for the financial institution with the overall purpose of providing quality and efficiency to customers through all interactions either face to face, telephone or electronic communications. This position will have a thorough understanding of the customer’s transaction requirements and be able to effectively communicate all available options to them. They will educate customers about our sales and service delivery options and refer the appropriate products and services matching the customer needs. This position will also refer customers to the appropriate source or channel to address their need if they are unable to do so. They will be responsible for the processing the regular transactions, such as receiving and paying out money, and keeping records of money and negotiable instruments involved in financial transactions in an efficient, friendly and accurate manner. Provides personalized banking services to financial institution customers by performing the following duties.

Major Duties and Responsibilities

Weight Function Essential?
20% Receives checks and cash for deposit to savings and checking accounts, verifies deposit amounts, examines checks for endorsement and negotiability, and posts transactions into bank records via an on-line terminal. Cashes check and pays money from savings and checking account upon verification of signatures and customer account balances. Assist customers with cashiers checks, balancing and reconciling their accounts at the Bank, redeeming US Savings Bonds. Process incoming mail and night depository transactions per bank procedures. Yes

Prepares and compiles new customer application and information to open new accounts. Performs all activities related to opening or closing of various types of time and demand deposits accounts, including certificates of deposit, IRAs, savings accounts, checking accounts, safe deposit boxes, etc. ensuring that applicable regulations, disclosures, policies and procedures are observed. Ensure prompt, efficient and courteous service in renting of and granting access to safe deposit boxes. Verify access authority against safe deposit box contract for each access request, exercising prescribed controls.


With a good understanding of the bank products/services and the customer’s current relationship, offers information on bank products and services that can benefit the customer and enhance their banking relationship. Evaluates needs of potential customers and offers appropriate financial products and services. This knowledge will include but is not limited to Digital Banking and Mobile Banking products. Will be able to assist with product set up and field questions relating to customer issues with products.


Maintain favorable customer relations and cross sell Bank services through needs identification thus ensuring the most positive and profitable relationship possible exists between the Bank and its customers. Maintain confidentiality of customer account information. Follow established policies and procedures in responding to inquiries and requests.


Have ability to identify customers’ financial services needs and cross-sell services to meet those needs. Advise customers on promotional items and services. Fit customers needs to the best account/product. Recommend areas Bank can assist customer in areas currently not being utilized. Look for referral opportunities to other areas of the bank.


Receive and answer telephone inquiries from customers and internal staff regarding customer and bank related accounts. Assist bank personnel with questions on the status of accounts, bank statements, charges, interest, etc., in an efficient, courteous manner providing positive employee relations.


Troubleshoots and resolves customer and internal inquiries in a timely, professional and accurate manner. Informs and advises customers of status or enhancements to current account productivity, and suggests resolution on account disputes and other account activity.


Maintain adequate working funds as required by Bank policy. Verify and balance assigned cash drawer daily with minimal cash variances. Assist in reconciling errors or discrepancies for self and other tellers. As needed purchase/sell working money supply from/to vault and Federal Reserve Bank. Balance ATM, replenish cash supply and ensure ATM is in working order. Effectively operate coin counting machine including cleaning, balancing and bagging coin from machine.


Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.



Knowledge & Skills


To perform this job successfully, an individual should have proficient knowledge of Windows and Microsoft Office software (Outlook, Word, and Excel) and advanced keyboarding and ten-key skills.


High school degree or GED required. 

Interpersonal Skills

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.

Other Skills

Job Characteristics:

  • Ability to communicate clearly and concisely
  • Ability to ask questions
  • Attention to detail and follow through is a must
  • Ability to work under pressure
  • Ability to adhere to procedures, policies and regulations
  • Ability to work directly with customers to perform transactions and resolve issues
  • Ability to transition from one work environment to another, working with different dynamics
  • Openness to a flexible schedule with varying work hours (contained within 8 a.m. to 6 p.m., Monday through Friday and 8:30 a.m. to Noon on Saturdays)
  • Ability to work at other branches as needed.
  • Ability to be a team player and to be committed to the BankADA Requirements

Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Hearing: Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed information through oral communication, and make fine discriminations in sound.

Vision: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation or machines (including inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.

Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to use basic math skills and spell accurately up to a highschool graduate level.

Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. 


Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any specific period of time.

West Plains Bank and Trust is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.


In compliance with Federal and State equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, marital status, veteran status, non-job related disability, or any other protected group status.

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