Job Description

Position Summary:

The Universal Banker is the core role within the First Federal Lakewood retail branches. There are 3 levels within the Universal Banker job family with progressive responsibilities. All Universal Bankers provides exceptional front line customer service and sales within the branch.

The Universal Banker 1 is the main customer facing role withing the branch. Emphasizes excellent customer service and sales, processes day-to-day teller transactions, takes direction and guidance from Universal Bankers 2 and 3. Strives to gain expertise in all assigned duties and supports training of new employees as needed.

Duties and Responsibilities:

1. Provides excellent customer service by processing customer transactions and handling account maintenance; answers customer inquiries both in person and on the telephone including Customer Relationship Center Support; follows-up with customers as necessary.
2. Operates Teller window; maintains acceptable outages based on the Branch Operation Guidelines; maintains appropriate cash limits; follows policies and procedures to ensure compliance for branch audits. Appropriately escalates complex customer issues to Universal Bankers 2 and 3.
3. Opens and closes basic accounts and services with accuracy and in accordance to bank policies and applicable regulations. Cross-sells bank's products and services and makes referrals for investment, mortgage and business banking products. As needed, supports Universal Bankers 2 and 3 with advanced account openings, sales and service.
4. Understands and strives to meet individual, team and branch performance metrics and sales goals. Participates in team meetings, completes all assigned training and learns/keeps up to date with all assigned systems, software and procedures including Digital Banking system and online service procedures.
5. As needed, performs basic opening and closing duties independently (including arming and disarming the branch). Assists with back-office duties including completing basic reporting, balancing ATMs and processing night/mail deposits. Follows all safety and security protocols and escalates issues appropriately.
6. May float to other bank branches as needed.
7. Keeps up to date and complies with all bank policies/procedures as well as applicable banking laws and regulations, including, but not limited to the Bank Secrecy Act, USA Patriot Act, and related anti-money laundering statutes, and federal consumer protection legislation and regulations.
8. Other Duties as assigned.

The duties outlined above are a summary and may not be an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties. All job descriptions may be amended at any time at the sole discretion of FMHC.

Qualifications and Skills:

1. 0-2 Years of banking experience is required.
2. Experience handling cash is required.
3. High School Diploma or equivalent is required.
4. Experience in customer service is preferred.
5. Proficiency in MS Office [Outlook, Excel, Word] or similar software is required. Cleartouch, Nautilus, various government and investor software/web portals is preferred. CRM is preferred.
6. Driver's license is required (for float positions)

Necessary competencies:

1. Accountability
2. Coachability
3. Change Champion
4. Communication
5. Detail Orientation
6. Organizational Savvy
7. Process Oriented
8. Service Orientation

Physical Environment:

• While performing the duties of this job, the employee is regularly required to lift, walk, stand, sit, bend, reach with hands and arms, climb, push/pull, use hands, and see, hear and speak.
• The employee must occasionally lift and/or move up to 25 pounds.
• The noise level in the work environment is usually quiet to moderate.
• This position is performed in a retail bank setting.
• Employee must be able to work days and hours that branch is open including weekends and overtime as needed.

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