Universal Banking Manager

Merchants Bank is seeking a servicedriven, relationshipfocused Universal Banking Manager to join our Retail Banking team. This leadership role oversees Universal Bankers within the Winona market and ensures the delivery of exceptional customer experiences across all channels. This position plays a key role in developing staff, deepening customer relationships, supporting consumer lending, and promoting a culture aligned with our “One Merchants” values.

This individual will serve as both a leader and a handson banker—providing direct customer service, coaching and mentoring teammates, assisting with complex customer needs, and ensuring operational excellence. The ideal candidate demonstrates strong customer service expertise, sales leadership, problemsolving abilities, and a high degree of professionalism.

Essential Duties

Culture & Leadership

• Represent Merchants Bank as a top community business leader and model exceptional customer experience standards.
• Lead, supervise, and support Universal Banker levels I, II, and III.
• Participate in hiring decisions, performance reviews, coaching, and ongoing staff development.
• Build a collaborative, transparent team environment while reinforcing the “One Merchants” culture and core values.
• Ensure teammates have the tools, training, and resources to provide excellent service.

Customer Experience & Relationship Management

• Maintain a high level of customer contact, demonstrating tact, courtesy, and professionalism.
• Assist staff in resolving complex or escalated customer issues.
• Conduct highquality consultative conversations to identify customer needs and recommend solutions.
• Support customers across digital channels, including online banking, mobile banking, and other selfservice tools.
• Build strong relationships with customers to foster loyalty and longterm engagement.

Sales & Business Development

• Lead the Universal Banker team in achieving individual and branch sales goals.
• Promote bank products and services through personalized recommendations and outbound sales activities.
• Identify crosssell and referral opportunities across all business lines.
• Participate in customer-facing business development activities and partnership banking visits.

 Consumer Lending – Producing Manager Responsibilities

• Establish strong working relationships with borrowers and evaluate creditworthiness.
• Complete loan documentation accurately and in accordance with policy.
• Manage loan followthrough and collections when needed.
• Stay updated on consumer lending regulations and practices across all affiliates.
• Meet individual lending and referral goals while maintaining confidentiality and compliance.

Compliance, Risk Management & Fraud Prevention

• Ensure adherence to all internal policies, regulatory requirements, and security procedures.
• Maintain excellent fraud prevention practices and escalate issues appropriately.
• Complete required compliance training and ensure team members do the same.
• Support risk management efforts through accurate documentation, secure operational processes, and strong oversight of customer workflows.

Operations

• Support efficient branch operations, including account opening, maintenance, and transaction processing.
• When needed, assist in teller duties including deposits, withdrawals, payments, and balancing cash.
• Review daily overdraft reports and proactively engage customers.
• Submit customer workflow and task requests accurately in internal systems.
• Participate in crosstraining and contribute to overall branch performance.

Community Engagement & Teamwork

• Actively participate in community events and outreach to represent Merchants Bank.
• Support and collaborate with the Retail Banking Manager and Market President.
• Promote a positive, professional working environment and contribute to team success.

Qualifications

• Minimum 4 years of front-line banking experience required.
• Demonstrated interest and ability in leading, coaching, and developing staff.
• Strong interpersonal, communication, and customer service skills.
• Proven ability to resolve complex customer situations with tact and professionalism.
• Solid understanding of bank products, consumer lending, and banking operations.
• Strong organizational skills, attention to detail, and ability to multitask effectively.
• Ability to exercise sound judgment, maintain confidentiality, and adapt to changing needs.

Physical & Work Environment

• Primarily indoor, climatecontrolled environment.
• Regularly required to sit, stand, and lift up to 35 pounds.
• Extensive computer use required.
• Regular, dependable attendance is essential.

Why Merchants Bank?

Merchants Bank offers competitive compensation and a comprehensive benefits package, including health, dental, life, disability, and vision insurance; flexible spending accounts; 401(k) and ESOP retirement plans; a bonus plan; paid time off; tuition reimbursement; and additional voluntary insurance options.

Please Apply online at www.merchantsbank.com/careers or in person at any Merchants Bank location. Questions can be emailed to hr@merchantsbank.com. Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Salary/Compensation: $65,100 - $80,100 per year

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