Universal Banker

About the Role

The Universal Banker is the core role within the First Federal Lakewood retail branches, with three progressive levels of responsibility. This position requires travel between Dublin, OH and Centerburg, OH and focuses on delivering exceptional front-line customer service and sales.

Responsibilities

Level 1

• Operates teller window, maintains acceptable outages, and adheres to cash limits and branch operation guidelines.
• Escalates complex customer issues to Universal Bankers 2 and 3.
• Opens and closes basic accounts accurately, following bank policies and regulations.
• Cross-sells bank products and services, making referrals for investment, mortgage, and business banking.
• Supports Universal Bankers 2 and 3 with advanced account openings, sales, and service.
• Meets individual, team, and branch performance metrics and sales goals.
• Participates in team meetings, completes training, and stays updated on systems and procedures.
• Performs basic opening and closing duties, including arming and disarming the branch.
• Assists with back-office duties such as reporting, balancing ATMs, and processing night/mail deposits.
• Follows safety and security protocols and may float to other branches as needed.
• Complies with bank policies, procedures, and applicable banking laws (e.g., Bank Secrecy Act, USA Patriot Act).

Level 2

• Performs all Level 1 duties, plus:
• Processes customer transactions, handles account maintenance, and answers inquiries in person and by phone.
• Monitors and supports assigned staff, approves transactions, and ensures procedural compliance.
• Maintains vault by ordering cash, distributing to staff, and reconciling.
• Handles check verification and wire transfers, maintaining wire transfer certification.
• Facilitates teamwork, leads training, and stays updated on systems and procedures.
• Performs all branch opening and closing duties and prepares reports accurately.

Level 3

• Performs all Level 1 and Level 2 duties, plus:
• Supervises employees, providing direction, coaching, and performance management.
• Assists the Branch Manager with branch operations, scheduling, and policy compliance.
• Serves as a subject matter expert for all branch operations, including advanced banking duties.
• Handles escalated customer complaints, lending inquiries, loan applications, and closures.
• Manages branch administration, audits, and vendor relationships.
• Represents the bank at meetings, community events, and industry associations.

Requirements

Level 1

• 0-2 years of banking experience, including cash handling.
• High school diploma or equivalent.
• Customer service experience preferred.
• Proficiency in MS Office (Outlook, Excel, Word) or similar software; Cleartouch, Nautilus, CRM, and government/investor portals preferred.
• Driver’s license required for float positions.

Level 2

• 2-4 years of banking experience, including cash handling and customer service.
• 0-2 years of supervisory, mentoring, or team leadership experience preferred.
• Strong understanding of banking laws and regulations.
• Notary Public preferred.
• High school diploma or equivalent.
• Proficiency in MS Office (Outlook, Excel, Word) or similar software; Cleartouch, Nautilus, CRM, and government/investor portals preferred.
• Driver’s license required for float positions.

Level 3

• 3-5 years of banking experience, including cash handling, customer service, and supervision.
• Strong understanding of banking laws and regulations.
• Notary Public and NMLS number required.
• High school diploma or equivalent.
• Proficiency in MS Office (Outlook, Excel, Word) or similar software; Cleartouch, Nautilus, CRM, and government/investor portals preferred.
• Driver’s license required.

Work Environment

• Regularly required to lift, walk, stand, sit, bend, reach, climb, push/pull, and use hands.
• Must occasionally lift and/or move up to 25 pounds.
• Noise level is usually quiet to moderate in a retail bank setting.
• Must be available to work branch hours, including weekends and overtime as needed.