Universal Banker

About the role

The Universal Banker is the core role within First Federal Lakewood retail branches, with three progressive levels of responsibility. All Universal Bankers provide exceptional front-line customer service and sales within the branch.

Responsibilities

Level 1

• Operates teller window; maintains acceptable outages based on Branch Operation Guidelines; maintains appropriate cash limits; follows policies and procedures to ensure compliance for branch audits.
• Escalates complex customer issues to Universal Bankers 2 and 3.
• Opens and closes basic accounts and services accurately and in accordance with bank policies and applicable regulations.
• Cross-sells bank's products and services; makes referrals for investment, mortgage, and business banking products.
• Supports Universal Bankers 2 and 3 with advanced account openings, sales, and service as needed.
• Understands and strives to meet individual, team, and branch performance metrics and sales goals.
• Participates in team meetings; completes assigned training; stays up to date with systems, software, and procedures, including Digital Banking and online service procedures.
• 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; escalates issues appropriately.
• May float to other bank branches as needed.
• Complies with all bank policies, procedures, and applicable banking laws and regulations, including Bank Secrecy Act, USA Patriot Act, anti-money laundering statutes, and federal consumer protection legislation.

Level 2

In addition to Level 1 duties:

• Provides excellent customer service by processing transactions and handling account maintenance; answers customer inquiries in person and by telephone, including Customer Relationship Center Support; follows up with customers as necessary.
• Monitors activities and acts as a resource for assigned staff; approves transactions; ensures procedures are followed; monitors over/short reports.
• Operates teller window following Branch Operation Guidelines, policies, and procedures as needed.
• Maintains vault by ordering cash, distributing cash to staff, and reconciling the vault; ensures adequate cash availability for customer transactions.
• Opens and closes accounts and services accurately and in accordance with bank policies and regulations.
• Cross-sells bank's products and services; makes referrals for investment, mortgage, and business banking products.
• Handles check verification and wire transfers; maintains wire transfer certification.
• Understands and strives to meet performance metrics and sales goals; facilitates teamwork and shared responsibility.
• Leads or participates in team meetings; completes assigned training; leads staff training as necessary.
• Stays up to date with systems, software, and procedures, including Digital Banking, online service procedures, wire transfer certification, and Webcapture system.
• Performs all branch opening and closing duties; prepares, updates, and monitors assigned reports accurately and timely.

Level 3

In addition to Level 1 and Level 2 duties:

• Supervises assigned employees; provides direction, coaching, training, and development; manages performance to company goals and expectations.
• Assists the Branch Manager in managing the branch; completes bank schedules; ensures reports are completed; ensures policies and procedures are followed; delegates branch staff duties.
• Maintains acceptable level of non-sufficient fund fee waivers as determined by management; approves and performs customer transactions; opens and closes the branch.
• Oversees maintenance and security of the facility; resolves customer complaints.
• Serves as subject matter expert; performs all branch operational duties, including wire transfers, Notary duties, check verifications, teller line activities, account openings and closings, vault maintenance, cross-sales, and referrals.
• Performs advanced banking duties, including handling escalated customer complaints, responding to lending product/rate inquiries, taking consumer loan applications, completing required disclosures, and handling loan closure processing and communications.
• Handles branch administration and oversight duties, including report generation, monitoring, and interpretation; completes branch audits; manages vendor relationships, including selection, performance metrics, and accountability.
• Understands and strives to meet performance metrics and sales goals; facilitates teamwork and shared responsibility.
• Leads or participates in team meetings; completes assigned training; leads staff training as necessary.
• Stays up to date with systems, software, and procedures, including Digital Banking, online service procedures, wire transfer certification, and Webcapture system.
• Acts as branch and company representative by attending meetings, participating in community events, and engaging in industry associations.
• May float to other bank branches as needed.
• Complies with all bank policies, procedures, and applicable banking laws and regulations.
• Performs other duties as assigned.

Requirements

Level 1

• 0-2 years of banking experience required.
• Experience handling cash required.
• High School Diploma or equivalent required.
• Customer service experience preferred.
• Proficiency in MS Office (Outlook, Excel, Word) or similar software required.
• Experience with Cleartouch, Nautilus, various government and investor software/web portals, or CRM preferred.
• Driver's license required (for float positions).

Level 2

• 2-4 years of banking experience required, including cash handling and customer service.
• 0-2 years of experience as a supervisor, mentor, or team leader preferred.
• Strong understanding of banking laws and regulations required.
• Notary Public preferred.
• High School Diploma or equivalent required.
• Proficiency in MS Office (Outlook, Excel, Word) or similar software required.
• Experience with Cleartouch, Nautilus, various government and investor software/web portals, or CRM preferred.
• Driver's license required (for float positions).

Level 3

• 3-5 years of banking experience required, including cash handling and customer service.
• Experience as a supervisor, mentor, or team leader required.
• Strong understanding of banking laws and regulations required.
• Notary Public required.
• NMLS number required.
• High School Diploma or equivalent required.
• Proficiency in MS Office (Outlook, Excel, Word) or similar software required.
• Experience with Cleartouch, Nautilus, various government and investor software/web portals, or CRM preferred.
• Driver's license required.

Work Environment

• Regularly required to lift, walk, stand, sit, bend, reach with hands and arms, climb, push/pull, use hands, and see, hear, and speak.
• Must occasionally lift and/or move up to 25 pounds.
• Noise level in the work environment is usually quiet to moderate.
• Position is performed in a retail bank setting.
• Must be able to work days and hours the branch is open, including weekends and overtime as needed.