First Federal is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce.
At First Federal, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve.
POSITION SUMMARY: Provides basic cash receipt and payment services to customers in accordance with financial institution procedures. Meets the needs of customers by becoming familiar with all bank products and services in order to refer them to appropriate departments for assistance and additional sales opportunities. Consistent in providing courteous, professional, accurate, timely, knowledgeable, and patient service to the customer. Responsible for all BSA related activities.
EDUCATION & EXPERIENCE:
- High school diploma or equivalent
- Prior Customer Service experience
- Cash handling experience preferred
- Teller experience preferred
- Understanding of basic mathematical skills
- Good interpersonal communication & computer skills
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Manage large sum of currency with accuracy
- Must maintain reliable transportation and be able to travel to any assigned branch location within the Evansville and Northern Branches. Regular travel between branch locations is an essential function of this position and may be required with limited notice to meet business and staffing needs.
- Demonstrate and perform operational excellence in teller processes
- Receives cash & checks for deposits to accounts, verifies amounts, examines checks for proper endorsement, and enters transactions correctly into bank’s computer system.
- Examine checks deposited and determine proper funds availability based on regulation requirements & complete Hold Notices.
- Process savings withdrawals: verify and receive/review proper identification. Cash checks: verify endorsement, receive/review proper identification, and ensure validity. Process loan payments: verify payment amount and issue receipts.
- Identify and detect counterfeit currency
- The ability to prioritize and make on-the-spot decisions regarding customer transactions, weighing customer satisfaction issues with Bank’s exposure to loss or fraud.
- Maintain appropriate currency logs.
- Buy and sell currency from the vault as necessary, ensuring that teller drawer cash limits are not exceeded.
- Ensure teller station is properly stocked with forms, supplies, etc.
- Answer basic customer inquiries regarding interest rates, service charges, and account histories while complying with disclosure requirements, regulations and consumer privacy policies.
- Promote and cross-sell bank products and services; meet the required number of referrals set by Management
- Assist in opening and closing of vault and night depository.
- Balance cash drawer daily with bank’s computer-generated teller balance sheet. Researches any outages and reports any unresolved discrepancies to the supervisor.
- Knowledge of various federal regulations including Bank Secrecy Act, Community Reinvestment Act, Americans with Disabilities Act, Right to Financial Privacy Act, Gramm-Leach-Biley Act, Regulation E and teller roles and responsibilities relating to each act.
- Follow the Onboarding Standards trained and coached by the Bank’s Leadership Team4
BILINGUAL CUSTOMER SUPPORT (if applicable):
Employees designated as bilingual or multilingual may be required to support customers and employees with Spanish or other language needs to ensure clear, accurate, and professional communication and service delivery.
Responsibilities may include:
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Providing verbal interpretation for Spanish-speaking and other language-speaking customers during routine and complex banking transactions.
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Assisting with the explanation of bank products, services, disclosures, and account requirements to ensure customer understanding.
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Supporting written communication needs, including assisting with basic translation of customer-facing information, as appropriate.
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Assisting with language-specific voicemail communications, including listening to, interpreting, and responding to customer messages or ensuring appropriate follow-up to meet customer needs.
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Delivering a high level of customer service while ensuring compliance with all bank policies, procedures, and regulatory requirements when communicating in a non-English language.
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Assisting other team members or branches, as needed, when language support is required to meet customer and business needs.
Qualifications (If Applicable):
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Demonstrated fluency in Spanish or other applicable language(s) (verbal and, where applicable, written) sufficient to effectively communicate banking-related information.
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Bilingual or multilingual designation is subject to management assessment and ongoing demonstration of proficiency.
Additional Expectations:
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Employees serving in a bilingual or multilingual capacity are expected to maintain accuracy, professionalism, and confidentiality in all translated and interpreted communications.
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Bilingual or multilingual responsibilities may be assigned based on business needs and may be adjusted or removed at management discretion.
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Eligibility for any bilingual or multilingual pay differential is contingent upon designation by management and active use of language skills in the performance of job duties.
COMPETENCIES NECESSARY TO BE SUCCESSFUL IN THIS POSITION:
CUSTOMER FOCUS
Behaves with the customer in mind. Dedicated to meeting the customer’s needs and expectation. Works with the customer to understand and uncover their issues and/or needs. Interacts with customers in a courteous, professional, and knowledgeable manner. Conducts all company transactions and interactions in an honest, professional, and ethical manner. Gains customer’s trust and respect by establishing and maintaining relationships. Remains composed and does not become defensive or show irritation when confronted with disgruntled customers. Cultivates a customer-focused attitude.
JOB KNOWLEDGE
Understanding and proven experience of job responsibilities. Ability to make sound decisions drawing on knowledge and experience. Capable of analyzing and resolving customer or work-related issues. Perceived by customers and co-workers as a skilled problem solver, knowledgeable, and a valuable business resource. Mentors others on how to exhibit functional knowledgeable and skills. Demonstrates initiative growing personal knowledge, while developing personal skills and leadership capability. Understanding of current bank technology and initiative in learning new bank technology.
ACCOUNTABILITY
Follows Standard Operating Procedures (SOPs) for cash handling and manages large sums of currency with accuracy. Complies with Right to Financial Privacy Act as it relates to the position and position's responsibilities. Follows Standard Operating Procedures for Branch Security. Complies with Bank Secrecy Act as it relates to the position and position's responsibilities. Follows Standard Operating Procedures for customer transactions. Understands objectives, priorities, and critical performance measures required to meet customer and company goals. Stays abreast of own performance and manages performance to achieve expected results.
Keeps management informed of progress, issues and potential roadblocks in reaching goals. Actively seeks out feedback on own performance from peers and company management to identify and address areas of individual weakness that may affect department and company performance.
DECISION QUALITY
Demonstrates good judgement. Makes timely, effective decisions without avoidance. Makes use of analysis, wisdom, experience, and judgement. Can cope with change and shift gears comfortably. Does not become agitated when aspects of a situation are unclear and needs to be researched further or looked up to management for direction. Able to approach complex tasks by breaking it down, using logic and reasoning to make a sound fact-based decision. Can consider alternatives, weigh the cost, benefits, and risks involved for the customer and company in any decision.
SALES FOCUSED
Promotes and cross-sells bank products and services and achieves the required number of referrals. Consistently demonstrates appropriate customer on-boarding procedures. Quickly assesses prospects’ potential for opportunity. Results oriented. Demonstrates the ability to adapt behavior to overcome obstacles needed to achieve expected results.
INTEGRITY
Widely trusted as a direct, honest person who can present the truth in an appropriate and helpful manner. Keeps confidences and owns up to mistakes. Consistently acts with a high degree of professionalism and ethics. Keeps commitments. Conveys credibility, trustworthiness, and good judgment when making suggestions. Genuinely concerned for people, treating everyone with dignity and respect. Always a professional, representing the company in the best possible manner in speech, dress, and conduct.
INITIATIVE
Demonstrates initiative by looking for and suggesting solutions to problems without coaxing. A self-starter continually looking for ways to improve his/her effectiveness. Proactively involves appropriate individuals to resolve issues in a timely manner.
Ability to work with minimum supervision or direction. Willingness to seek out and take responsibility for additional work assignments. Resist getting stale; committed to personal and professional development; self-directed in pursuit of resources that assist continuous learning. Supports innovation and organizational improvement initiatives. Works to implement organizational change. Actively supports company's mission statement of proving shareholder value through increased profitability, quality and growth by building loyal, profitable customer relationships within the tristate. Acts as a champion for change by encouraging peers to embrace change initiative.
QUALITY/QUANITY OF WORK
Eliminates roadblocks and distractions; remains focused. Adapts priorities to changing circumstances. Produces acceptable amount of work within established time limits. Maintains a high quality of work even as quantity increases.
No unnecessary, repetitious, and/or unacceptable levels of errors with work. Produces and maintains required, compliant, and accurate work. Is thorough in review of their work. Looks for ways to continually improve productivity. Adjusts workflows and prioritizes tasks.
ADHERENCE TO POLICIES & PROCEDURES
Demonstrates positive commitment to company’s goals, initiatives, and policies and procedures through communication and actions. Compliant with maintaining customers, company and employee's confidential information. Uses good judgement in seeking guidance on a company policy or procedure. Honesty and integrity in handling all company, customer and employee related issues.
INTERPERSONAL RELATIONSHIPS
Ability to communicate clearly, accurately, concisely, and compelling to diverse personalities, on all levels, in both verbal and written communication. Ability to adapt communication methods based on situations and personalities. Ability to present to customers, co-workers and management with poise, authority, and clarity and to respond appropriately to questions, objections, or challenges. Strives to understand others’ issues, opinions, and needs. Works to establish lasting professional relationships and earn the respect and trust of customers, co-workers and management. Resolves conflicts with others in a respectful, responsible and constructive manner. Shares thoughts, feelings, and rationale so that others can understand your position. Remains composed and does not become defensive and/or irritated when confronted with adversity. Is receptive to and implements suggestions for improvement. Demonstration of commitment to the directive of the organization by actively and positively supporting management decisions.
ADA REQUIREMENTS: Work is performed in a professional office environment. Role routinely uses standard office equipment such as computers, phones, copiers, scanners, printers, filing cabinets, and fax machines. Sitting for long periods of time; May be required to lift items weighing up to 25-lbs. Would require the ability to lift files, open filing cabinets and bend or stand as necessary. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
EQUAL EMPLOYMENT OPPORTUNITY POLICY: First Federal Savings Bank is proud to be an Equal Employment Opportunity and Affirmative Action employer. We are committed to providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
- This job description may not be all-inclusive. Employees are expected to perform other duties as assigned or directed by management. Job descriptions will be reviewed and may be modified when deemed appropriate by management. As business needs and staffing needs change, all positions at First Federal Savings Bank/Home Building Savings Bank are reviewed. Employee may be moved for business purposes to sustain business and staffing demands.
