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:

• 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.
• 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.
• 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.
• 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.
• 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.
• May float to other bank branches as needed.
• 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.
• 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 s may be amended at any time at the sole discretion of FMHC.

Qualifications and Skills:

• 0-2 Years of banking experience is required.
• Experience handling cash is required.
• High School Diploma or equivalent is required.
• Experience in customer service is preferred.
• 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.
• Driver's license is required (for float positions)

Necessary competencies:

• Accountability
• Coachability
• Change Champion
• Communication
• Detail Orientation
• Organizational Savvy
• Process Oriented
• 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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