Personal Banker I / Customer Service Representative II, Float (N2)

First Federal Savings and Loan Sequim, WA
The position is designated to provide the full range of Personal Banker/Customer Service Representative duties at branch locations throughout the First Federal system. While primarily covering for branches in Clallam and Jefferson counties, duty locations will be determined by and scheduled in accordance with staffing needs and may require occasional travel outside those markets.

Under general supervision, perform sales and service activities to identify and support the financial needs of existing and potential customers. This may include opening/closing accounts, initiating consumer loans, processing a variety of customer service transactions, and cross-selling a variety of First Federal products and services that most effectively meet the customers needs. Provide high-quality customer service in a timely and effective manner ensuring compliance with company policies and procedures and industry regulations. May assist Branch Manager and Customer Service Manager in the development and presentation of staff meeting sales topics.

Incumbents will possess the desire and motivation to take the initiative in learning, growing and exploring new ways to succeed in this sales-oriented role. Must possess a solid knowledge of products and services offered, with a direct sales and service focus, and will function as a sales role model within the team.


Customer Service and Sales:

* Demonstrate strong customer service skills by promptly recognizing customers and other visitors who enter the branch, calling them by name whenever possible, rising to greet them, shaking hands and introducing them to the appropriate sales and service staff.

* Establish rapport and professional relationships with customers using effective listening/communication skills in order to process transactions or establish new relationships.

* Utilize active listening skills to identify customer needs and ask for additional business to match to appropriate products and services.

* Provide ongoing relationship servicing with current customers to maintain goodwill and gain additional business. Recommend products or services as appropriate to meet customer needs.

* Process a variety of customer financial transactions in accordance with established policies and procedures. Balance cash drawer and teller transactions within established guidelines.

* Respond to customer inquiries and requests in a timely manner. Answer telephone calls and reply to e-mail inquires. Address customer questions and concerns or refer to appropriate internal resources for resolution. Work cooperatively with the CSM or Operations Division to resolve issues to the customer's satisfaction. Follow up with customer(s) to ensure satisfactory outcome.

* Support the Association's sales objectives and campaigns by actively cross-selling products or by referring customers to appropriate departments as needed.

* Follow-up on leads provided by branch staff or partner departments.

New Accounts/Customer Service:

* Open new accounts in accordance with current policies and procedures, ensuring minimal errors and account documentation is filed in a timely manner.

* Actively participate in established onboarding and reboarding procedures for new and existing customers to ensure that all customer needs are met, and effective and productive ongoing relationships are maintained.

* Regularly track sales activities. Utilize Resource One to enable team member to provide progress towards goal. Review SER and RER reports in Resource One regularly.

* Provide sales activity reports on a weekly basis, which may include written and verbal reports for individual results.

Branch Growth and Sales:

* Generate new business to assist in meeting Branch profitability goals and individual sales goals as identified in Branch Business Plan.

* Uncover sales opportunities by asking questions to identify financial needs and recommend products and services. Make referrals to partner departments, tracking for measurement against individual goals.

* Proactively seek out resources that provide additional prospecting activity, i.e. CD lists, chamber directories, business journals, press releases, existing customer profiles, etc.

* Partner with Branch Manager, Loan Officer's, or Business Development Officer to make sales calls and attend networking activities.

* Perform and support daily tasks that maintain optimal integrity of the Branch Tasks may include, but are not limited to: balance ATM, process night drop, balance negotiable instruments, verify traveler's check stock, process returned mail, balance credit card machine, and monitor lobby sheets and brochures.

Lending/Customer Service:

* Interview customer to identify appropriate loan product or service.

* Initiate and process various consumer loans for new and existing customers in accordance with current policies and procedures.

* Identify and discuss application deficiencies with client to determine if underwriting obstacles can be overcome by structuring the loan request differently within policy.

* Ensure accuracy and completeness of loan documentation to meet underwriting standards.

* Meet with client to discuss approval or denial of the loan request. Work closely with client to discuss business practices that may re-establish their credit.

* Utilize the "Applications Pending Report" on EZ Lender or other approved tracking tools to monitor the status of individual loans. Follow-up to ensure that each loan transaction is completed in a timely manner and tracked from application through closing.


* Ensure that all security and confidentiality procedures are followed according to company policies and procedures, and regulatory requirements.

* Identify fraudulent and suspicious activity to prevent potential losses to the company. Take appropriate action and notify supervisor.

* Complete compliance training courses and attend training opportunities as required.

* Ensure compliance with Bank Secrecy Act (BSA) regulations. Participate in annual BSA training and demonstrate proficiency in identifying suspicious activity and in the completion of Currency Transaction Reports (CTR) in accordance with BSA regulations and internal policies and procedures.

Interpersonal/Team Work:

* Establish and maintain effective rapport within the department as well as with other internal/external customers, vendors, management, etc., to ensure quality services and products.

* Keep manager informed of potential new customers, business development activities, customer concerns, etc. Solicit help and input as necessary.

* Negotiate and resolve conflicts; communicate problems, suggestions, or solutions, etc., to manager when needed.

* Participate in work unit or company activities that enhance the efforts and goals of the department and/or team (i.e. trade shows, fundraising activities where FF is a key sponsor, Chamber open houses, greeters, etc.)

* Contribute to teamwork by taking the initiative to assist and train co-workers, actively participating in staff meetings, suggesting productivity improvements, and being pro-active in problem resolution.

* Represent First Federal in a professional manner in both appearance & behavior at all times.

* Present staff meeting topics including choosing an appropriate topic and developing materials to support the presentation.

Maintain regular and predictable attendance.

Perform related duties and responsibilities as required.


Minimum: High school diploma or certified equivalency. Some college coursework highly preferred.


* Personal Banker I/Customer Service Representative II Float - Typically requires 2 to 4 years of progressively responsible experience providing high-quality customer service and sales, preferably in a retail banking environment.

* Personal Banker II/Customer Service Representative III Float - Typically requires 3 to 5 years of demonstrated experience providing high-quality customer service and sales, preferably in a retail banking environment.

Knowledge, Skills & Abilities:

* Bilingual English and Spanish fluency (speaking, reading and writing) preferred.

* Incumbents must possess demonstrated interpersonal skills and "Customer First" communication style and focus, along with the ability to demonstrate and maintain a professional, outgoing, and pleasant demeanor at all times.

* Ability to effectively present information in one-on-one and small group situations to customers and other employees of the organization.

* Ability to gather, analyze, and integrate information effectively and maintain a rational perspective when dealing with emotional situations or topics.

* Ability to create general correspondence and communicate effectively in verbal and written formats. Fluency in the English language is essential. Bi-lingual skills desirable.

* Incumbent must have the ability to work effectively and collaboratively in a team environment and accomplish work assignments under tight schedules.

* Incumbent must be an active learner and possess demonstrated ability to seek out resources and address own learning needs.

* Demonstrated effective time management skills are necessary along with the ability to multi-task and consistently follow up in a timely and effective manner.

* Effective listening/probing skills are necessary.

* Strong mathematical and computational skills are required.

* Develop and maintain a working knowledge of current First Federal policies, procedures, products, and systems.

* Solid knowledge of Microsoft Office products to include, such as Word & Excel is necessary. Powerpoint experience a plus in developing customized presentations for customers and staff.

* Valid Washington State Driver's license required.

* Incumbent must be willing and able to work Saturday schedule as needed.

Number and Titles of All Positions Supervised: None

Equipment Utilized: Personal computer and associated software applications, printers, copy machines, fax machines, calculator, ATMs, check encoding machine, MICR encoding machine, cash advance equipment, re-pinning machine, cash counters/coin machines.

Physical Requirements:

The essential functions of this position require the ability to lift and carry up to 40 pounds. Boxes and supplies may be lifted on and off counters, tables, desks, and shelves. The work requires the ability to operate office machines and equipment, such as personal computers, printers, copying machines, fax machines, calculators, and telephones. The work requires the ability to communicate clearly with customers, coworkers, and others in person and on telephones. Work activities involve combinations of sitting/standing for extended periods, lifting, and carrying.

The emphasis on the communication process, computer skills, and need to operate a motor vehicle to travel to other facilities throughout the Association's service area indicate that the responsibilities could not be performed by people with severe restrictions in sight, hearing, speech or physical mobility.


The statements contained herein reflect general details as necessary to describe the principal functions for this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.