Job Type

Full-time, Part-time

Description

The Customer Service Representative position at First Federal Savings serves as a highly visible representative of the Company to customers. They work closely with other customer service representatives to serve customers with the highest level of service and to cultivate new relationships and nurture existing relationships. 

The Main Office of First Federal Savings is located at 2 North Second Street in Newark. First Federal also has offices on 21st Street in Newark, Heath, Pataskala, Gahanna, and Granville. Full time hours are generally 8:30 AM to 5:00 PM Monday through Friday, and Saturdays from 8:30 AM-12:00 PM. Part time hours can vary depending upon candidate needs. 

Reporting Relationships

The Customer Service Representative position at First Federal Savings reports to the Branch Manager.

Key Responsibilities

Customer Service

• Deliver the highest level of service to First Federal’s customers, while adhering to all company policies and procedures
• Serve as one of the “faces” of First Federal to customers, exhibiting a sense of confidence and professionalism
• Assist and address customer inquiries with a sense of urgency and understanding, partnering with colleagues on the teller line as well as in Operations in order to direct the customer to the appropriate individual
• Solve basic problems and answer fundamental customer inquiries in a pleasant way, including questions regarding account balances, CD maturity dates, and simple “Profile 1” information

Product and Service Promotion

• Maintain a basic understanding of First Federal’s products and services, including a working knowledge of all service fees and charges, the difference between ATM and debit cards, in order to adequately converse with customers about them
• Have a working knowledge of how to accurately quote savings rates, how to explain First Federal’s Truth In Savings disclosure to customers, as well as why, from a compliance perspective, the rate quote and disclosure work together
• Prepare accurately and document transaction tickets and address change forms
• Engage appropriate individuals at First Federal for problem solving and trouble-shooting, including Savings Operations, Loan Servicing, customer service staff, and branch managers, in order to adequately and professionally address more complex customer inquiries
• Advocate proactively First Federal’s products and services to non-customers, including deposit and loan products, without the responsibility of opening accounts

Transaction Management and Cash Handling

• Manage a cash drawer with maturity and the highest level of integrity
• Adhere to all First Federal security policies and procedures, particularly when they apply to opening and closing procedures, cash handling, and cash drawer limits
• Balance drawer accurately using both ClearTouch Teller and manual balance sheets, with an understanding of credits and debits and an ability to detect balancing errors
• Execute daily transactions for First Federal’s customers, including deposits, withdrawals, check cashing, monetary instruments, night deposits, mail, and loan payments
• Process accurately the savings bond redemptions, as well as the sale of monetary instruments while completing and sending all documentation to the Accounting department
• Understand completely First Federal’s policies and procedures regarding check cashing, including check negotiability, check holds, and fraudulent checks
• Navigate easily through basic ClearTouch screens, including ClearTouch Teller, Customer Source, Profile 1, and customer histories, in order to address simple account inquiries, while on alert for flags, red flags, and messages, knowing when to ask for assistance
• Create, scan, and submit checks via Web Capture for processing

Regulatory and Compliance

• Maintain current knowledge of Bank Secrecy Act, recognizing the necessity to accurately complete a CTR or monetary instrument log for all transactions involving cash of $3000 to $10,000, and over $10,000
• Recognize suspicious activity and take appropriate action with the correct officer
• Have a working knowledge of Regulation CC and First Federal’s Funds Availability policy, with the ability to complete hold notices
• Understand First Federal’s Customer Identification Program according to the USA Patriot Act and know what the minimum requirements are to satisfy proper identification, as well as what are acceptable forms of identification
• Recognize red flags in regards to identity theft and contact the appropriate person at First Federal to address this issue
• Maintain the utmost confidentiality when working with customers and have a basic knowledge of First Federal’s privacy policies and procedures, including who may have information regarding accounts
• Have a clear understanding and appreciation for First Federal’s Information Security and Internet/Intranet policies and procedures, as well as what steps to take if an information security breach does happen
• Be aware of the Community Reinvestment Act and where First Federal maintains its public file, while tactfully referring the inquiring individual to a branch manager or officer

Requirements

• High school diploma preferred
• Previous teller or cash handling experience is preferred
• A work ethic that is focused, motivated, mature, energetic, and detail-oriented
• Character defined by honesty, kindness, and collaboration
• A personal style that is neat, tidy, and professional
• Working knowledge of computer and office equipment operation

First Federal Savings is an equal opportunity employer. Employment decisions are based on merit, qualifications, and abilities. First Federal does not discriminate on the basis of race, color, religion, sex, age, marital status, sexual orientation, gender identity, national origin, physical or mental ability, status as a disabled veteran or any other classification protected by law.

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Job Type

Full-time

Description

The Fraud & BSA Analyst supports the detection, investigation, and prevention of fraudulent activity within the community bank as well as supports the Bank Secrecy Act (BSA) and Anti-Money laundering (AML) compliance program. This entry-level role focuses on transaction monitoring, fraud alerts, AML alerts, customer due diligence, assisting with investigations, and providing excellent service to customers affected by fraud. The position offers hands-on training and mentorship while building a strong foundation in fraud prevention, BSA/AML, and regulatory compliance.

Key Responsibilities:

• Review and respond to fraud alerts related to debit cards, ACH, wires, checks, and electronic banking activity
• Review system-generated BSA/AML alerts and transaction monitoring reports for potentially suspicious activity
• Assist in the investigation of suspected fraudulent transactions, unusual account activity and suspicious customer activity under guidance from senior staff
• Analyze account history, transaction trends, and customer behavior to determine potential fraud
• Analyze customer transactions, account profiles and patterns to identify potential money laundering or financial crimes
• Communicate with customers regarding suspected fraud in a professional, empathetic, and customer-focused manner
• Document investigative findings, decisions, and outcomes accurately and timely in bank systems
• Support account protection efforts, including placing temporary restrictions or fraud alerts as directed
• Assist with Reg E claims, affidavits, disputes, and fraud-related documentation
• Assist in preparation of Currency Transaction Reports (CTRs), Suspicious Activity Reports (SARs) and other regulatory filings, as directed
• Support Customer Identification Program (CIP) and Customer Due Diligence (CDD) reviews
• Escalate unusual, high-risk, or complex cases to senior management
• Maintain confidentiality and safeguard sensitive customer and bank information
• Learn and comply with applicable banking regulations, policies, and procedures related to fraud and risk as well as BSA

Requirements

• High school diploma
• Strong attention to detail and willingness to learn fraud detection techniques
• Basic analytical, research and critical thinking skills
• Strong verbal and written communication skills
• Ability to interact professionally with customers and internal staff
• Basic proficiency in Microsoft Office (Outlook, Word, Excel)
• High level of integrity, judgment, and discretion
• Time management and organization
• Team collaboration
• Adaptability in a multi-tasking environment

First Federal Savings is an equal opportunity employer. Employment decisions are based on merit, qualifications, and abilities. First Federal does not discriminate on the basis of race, color, religion, sex, age, marital status, sexual orientation, gender identity, national origin, physical or mental ability, status as a disabled veteran or any other classification protected by law.

APPLY HERE