Financial Service Representative - Massillon

Position Name
:
Financial Service Representative

Supervisor
:
Financial Center Manager

FLSA Classification
:
Non-Exempt

Status
:
Full-Time

Location
:
Massillon, OH

Hours
:
Variable, Monday-Saturday

Banking is about people and our team is comprised of some of the best!

As a Financial Service Representative, you create welcoming, memorable customer experiences while helping customers confidently manage their everyday banking needs. You build trust, listen carefully, explain options in clear language, and recommend First Federal products and services that support each customer’s financial goals.

This relationship-focused role combines new account support, consumer lending, transaction processing, account service, referrals, and community involvement. You work closely with the Financial Center Manager and teammates to grow customer relationships, achieve Financial Center goals, and deliver the First Federal Way Customer Experience.

You also serve as a visible ambassador for First Federal Community Bank by building relationships with customers, prospective customers, and community partners while demonstrating our commitment to Invest In Our Community.

• Customer Focus
• Accuracy & Attention to Detail
• Integrity & Confidentiality
• Accountability
• Problem Solving & Decision Making
• Relationship Building
• Adaptability & Organization
• Community Engagement
• Product Knowledge

• Delivers an Exceptional Customer Experience
• Adheres to the First Federal Way Customer Experience standards and supports the First Federal World Class Leadership employee experience
• Welcomes existing and prospective customers, listens actively, and responds to questions and concerns promptly, professionally, and respectfully
• Builds trust-based relationships by learning about customer needs and providing accurate, easy-to-understand information
• Follows up after new account openings and loan closings to thank customers, confirms expectations were met, and identify additional service needs
• Maintains a professional, business-appropriate Financial Center environment and models integrity, preparedness, and positive communication

• Uses strong product and service knowledge to identify needs and recommend appropriate First Federal solutions
• Opens and services deposit accounts, completes required documentation, and conducts account research and maintenance accurately
• Makes thoughtful referrals to mortgage lending, commercial lending, cash management, and other specialists when their expertise can strengthen the customer relationship
• Explains product features, benefits, requirements, and next steps clearly without pressuring the customer
• Balances customer needs with established goals for relationship growth, new accounts, loans, and referrals

• Accepts and processes consumer and home equity loan applications in accordance with established procedures
• Communicates application status and next steps to customers in a timely and professional manner
• Prepares loan closing documentation, completes closings, and follows up afterward to ensure a positive experience
• Maintains accurate records and protects confidential customer information throughout the lending process

• Processes deposits, withdrawals, payments, transfers, and other transactions accurately and efficiently
• Assists on the teller line, answers telephone inquiries, and supports teammates in other areas of the Financial Center as needed
• Completes required balancing, drawer, vault, ATM, and operational activities within established time frames, as assigned
• Assists with required audits and provides accurate information for internal and external reviews
• Prepares…