Careers

The Float Personal Banker serves as the first point of contact for financial customers and prospects by providing a wide variety of banking services to both consumer and small business customers at multiple Branch locations. This position “floats” between various branches, as needed, supporting Branch teams by covering absences, peak hours or staffing shortages. The Float Personal Banker performs transactions, account management and offers appropriate solutions by offering financial products to meet the needs of the customer within the entire Windsor Federal Bank footprint. The Float Personal Banker is responsible for building and maintaining relationships with members of the community to enhance satisfaction and identify opportunities to create brand awareness while promoting the Bank’s products and services. 

• Provides exceptional customer service by assisting with inquiries, resolving complaints, and offering financial solutions tailored to individuals on an as needs basis.
• Travels to assigned Branches within a designated region to provide support.
• Processes deposits, withdrawals, check cashing and transactions accurately and efficiently. Ensures compliance with all operational and security procedures. Balances daily transactions and reconciles discrepancies.
• Identifies customer needs and recommends appropriate financial products such as Checking, Savings, Certificate of Deposits, Credit Cards, and Loans. Uncovers opportunities to cross-sell additional banking services as presented.
• Builds and deepens relationships with customers to foster loyalty and retention.
• Performs account opening, maintenance, and closures. Ensures compliance with all banking regulations, policies, and security standards.
• Supports Branch operations, including handling escalations or assisting with administrative tasks.
• Guides customers in using digital banking tools and platforms.
• Supports the Bank and Branch community efforts and initiatives. Ability to work a flexible schedule including weekends as needed.
• Performs other related duties as required.

• High school diploma or equivalent, with one (1) to two (2) years of banking with sales or customer service and cash handling experience preferred, or some comparable combination of education and experience.
• Proficient oral and written communication skills, both in person and on the phone. Strong interpersonal skills. Must be a team player. 
• Sales and relationship-building abilities. Strong customer service and communication skills.
• Reliable transportation and willingness to travel between Branches.
• Proficient computer and math skills. Ability to operate personal computer, calculator, teller terminal. Familiar with Word, Excel, Outlook software.
• Attention to detail, excellent organizational skills, adept in technology.
• Excellent problem solver with decision making ability.
• Ability to work flexible hours, including weekends as necessary.
• Ability to receive guidance and supervision, follow work rules and work procedures; meet deadlines, punctuality, and attendance standards.
• Ability to influence people in their opinions, attitudes, or judgments about ideas or things; to motivate, convince or negotiate. Ability to deal with people beyond giving and receiving instructions such as in a team, supervisory, marketing or counseling setting.
• Exhibits a professional appearance and demeanor. Is enthusiastic, a motived self-starter with a strong work ethic.
• Participates in skill and knowledge building training programs offered by the Bank and/or other outside resources.

The Personal Banker II serves as the first point of contact for financial customers and prospects by providing a wide variety of banking services to both consumer and business customers. The Personal Banker II performs transactions, account management and offers appropriate solutions by offering financial products to meet the needs of the customer. The Personal Banker II is responsible for building and maintaining relationships with members of the community to enhance satisfaction and identify opportunities to create brand awareness while promoting the Bank’s products and services. In addition, the Personal Banker II may be responsible for supervising the day-to-day operations of the branch, assisting with overrides, and is responsible for coaching less experienced branch staff. The Personal Banker II works closely with branch management and may be responsible for the efficient operation of the branch and customer service in their absence.

• Provides exceptional customer service by assisting with inquiries, resolving complaints, and offering financial solutions tailored to individuals on an as needs basis.    
• Assists with supervising branch personnel including full-time and part-time Personal Bankers I.
• May assist branch management with weekly scheduling of branch personnel.
• Processes deposits, withdrawals, check cashing and transactions accurately and efficiently. Ensures compliance with all operational and security procedures. Balances daily transactions and reconciles discrepancies.
• Identifies customer needs and recommends appropriate financial products such as checking, savings, certificate of deposits, credit cards, and loans. Uncovers opportunities to cross-sell additional banking services as presented.
• Builds and deepens relationships with customers to foster loyalty and retention.    
• Performs account opening, maintenance, and closures. Ensures compliance with all banking regulations, policies, and security standards.
• Supports branch operations, including handling escalations or assisting with administrative tasks.
• Guides customers in using digital banking tools and platforms.
• Supports the Bank and branch community efforts and initiatives.
• Ability to work a flexible schedule including weekends as needed.
• Performs other related duties as required.

• Associate’s degree or equivalent, with two (2) to three (3) years of experience in teller operations and customer relations, or some comparable combination of education and experience.
• Completion of the Center for Financial Training (CFT) Supervisory Certificate or some other comparable combination of training and certifications preferred.
• Possesses good supervisory skills and superior customer service skills.
• Possesses oral and written communication skills, both in person and on the phone. Strong interpersonal skills.
• Proficient computer and math skills. Ability to operate personal computer, calculator, teller terminal. Familiar with Word, Excel, Outlook software.
• Attention to detail, strong time management and multitasking skills.
• Completion of, or ability to complete, all bank override training as well as all new account training.
• Ability to successfully navigate through all products and services provided in Insight.
• Full access and complete understanding of Bank programs such as Insight, Verafin, Identifi, and DTS.
• Ability to balance the branch cash vault, recyclers (depending on branch location), and ITM.
• Ability to navigate online banking troubleshooting such as resetting passwords, enrolling new personal users, and RSA unlocking.
• Completion of or the ability to complete the COCC New Account Opening Learning Path + Exam and COCC Deposit Account and Services. 
• Ability to receive and provide guidance and supervision, follow work rules and work procedures; meet deadlines, punctuality, and attendance standards.
• Exhibits a professional appearance and demeanor. Is enthusiastic, a motived self-starter with a strong work ethic.

Under the direction of the Customer Care Center/ITM Manager, the ITM Specialist plays an integral role in ensuring that an exceptional customer experience is achieved in each banking interaction. In this role, the ITM Specialist assists customers and processes transactions via video, through our Customer Care Center and Interactive Teller Machines (ITMs). The ITM Specialist enhances customer relationships by providing tailored and accurate service through multiple delivery channels. The ITM Specialist is responsible for engaging with current customers, providing exceptional service and addressing inquiries professionally via the telephone and online. Flexibility to work extended hours and Saturdays is required.

• Facilitates routine transactions using an ITM. Processes allowable financial transactions for customers which may include deposits, withdrawals, loan payments, and cashing checks. Verifies customer deposit requests, including proper payee and endorsement of checks. May provide certain transaction exceptions, within policy or procedural guidelines.
• Effectively communicates with and assists internal and external customers in a professional, positive, and composed manner while using effective listening abilities to resolve customer inquiries and requests. Provides resolutions and creative solutions to non-traditional banking inquiries.
• Services all banking inquiry types, including customer accounts and ATM/debit card research and maintenance, navigation and technical support for electronic services, fraud research and disputes.
• Has extensive knowledge of all products and is proficient in navigating required electronic product delivery systems. Aids internal and external customers with electronic delivery inquiries and demonstrates research, problem resolution and technical expertise for electronic products and services. Assists customers in navigating and troubleshooting our electronic products.
• Identifies and pursues opportunities to build and deepen consumer and business customer relationships by actively listening and engaging with the customer to cross-sell products and services and understand their current and future financial needs and priorities. Offers needs-based solutions and educates customers on products, promotions, and digital services to assist the customer in reaching their financial goals.
• Maintains a discerning ability to strongly authenticate callers over the phone and mitigate risk by recognizing and reacting to covert and overt attempts of illicit activity. Makes sound judgements balancing customer service and risk to the Bank and provides first-level approval authority for certain transaction exceptions, within policy or procedural guidelines. Provides service escalation to management, as necessary.
• Maintains knowledge of and compliance with applicable federal, state, and local laws and regulations governing the activities of the Bank, as well as a well-rounded knowledge of both front end and back-office operations. Understands when to escalate a problem or situation to management or another department/branch. Owns any customer issues from beginning until resolution while making sure to keep customer informed throughout the process.
• Is cross trained in all basic Customer Care Center procedures and all verbal and written delivery channels, including phone system, chat, email, and ITM.
• Directs calls to appropriate Bank departments and associates.
• Adheres to all Bank, security, and regulatory policies and procedures, including but not limited to, Bank Secrecy Act requirements, currency reporting requirements, check processing and funds availability guidelines, and all other position-related regulations, policies, and best practices. Reports any discrepancies to the supervisor. Adheres to all operational policies and procedures.
• Participates in Bank promotions and community events to increase outreach and foster new business opportunities.
• Applies new technology, serves as a subject matter expert on ITMs and stays up to date on process improvements and technology enhancements.
• Performs other related duties as required.

• High school diploma or equivalent is required, along with a minimum of one (1) to three (3) years of banking experience. Call center or retail banking experience is preferred.
• Strong critical thinking skills – ability to assist others, sound decision making skills.
• Strong customer service and sales skills, as well as strong written communication skills are required.
• Proficient verbal and numerical aptitudes are required.
• Must be able to work in a high-volume setting and must demonstrate an ability to quickly learn and adapt to changing systems, applications, policies, and procedures.
• Maintains a professional appearance while communicating effectively through on-screen technology.
• Possesses working knowledge of financial institution policies, procedures, services, and products.
• Detail oriented and able to assist customers through the ITM process.
• Ability to prioritize several daily responsibilities; must be highly organized and possess the ability to meet deadlines as required.
• Ability to perform a variety of duties, often changing from one desk to another of a different nature without loss of efficiency or composure. It is required that the employee in this position can work independently and as part of a team, with the ability to easily transition between jobs based on Bank and department needs.
• Ability to work flexible/extended hours including Saturdays.
• Ability to receive guidance and supervision, follow work rules and work procedures; meet deadlines, punctuality, and attendance standards.
• Ability to interpret ideas and facts, while also analyzing and interpreting federal and state laws and/or regulations.

Responsible for quality control review activities for the Bank’s loan portfolio. The Loan Servicing Quality Control Specialist will assist in creating and maintaining QC requirements related to loan operations. This will include validating system reports, follow-up for missing or inaccurate information, and performing other duties pertaining to the loans held, serviced, originated, or sold by the Bank. In addition, this candidate will monitor and review all necessary quality control tasks to ensure they are performed in compliance with Bank policies and procedures. The desired candidate will have a very strong attention to detail with the ability to quickly resolve any issues to mitigate both monetary and reputational risk.

• Performs reviews related to reports and/or loans in accordance with the department’s procedures to ensure customer and bank expectations are met.
• Maintains existing procedures/processes and coordinates implementation of new procedures/processes to ensure the Bank is in compliance with applicable regulatory requirements, as needed.
• Updates and maintains quality control log, note inventory log, and PIF log.
• Performs quality control reviews on all new loan files to include core system and documentation.
• Performs quality control activities on closed and denied/withdrawn loans as defined in policies and procedures.
• Reviews quality control departmental reports for maintenance activities, accuracy and completion.
• Follows up for any post-closing documentation items and escalates any time delays or issues related to quality control to appropriate management team to ensure items are resolved timely and accurately.
• Maintains industry knowledge, stays abreast of regulatory changes with regards to all loan origination and operation. Updates procedures as these environments change.
• Reviews daily rates to ensure accuracy on the core system.
• Reviews and mails all system generated notices.
• Completes internal file audits to ensure accuracy and originals are maintained per regulatory requirements.
• Prepares PIC posting sheets daily to ensure allocation of loans to appropriate GL.
• Supports document imaging initiatives.
• Balances DDA and GL accounts.
• Performs other related duties as required.

• Post high school education with one (1) to three (3) years of mortgage loan servicing experience or some comparable combination of education and experience.   
• Knowledge of all pertinent regulations related to Residential, Consumer, and Commercial lending.
• Excellent written and verbal communications skills.
• Strong customer service orientation.
• Proficient operation of the Bank’s loan servicing system and Microsoft software such as Word, Excel, and Outlook.
• Working knowledge of the Bank’s loan product offerings, Bank loan regulations and the Bank’s loan policies and procedures.
• Ability to interact with co-workers and customers in a positive manner.
• Ability to exchange information with others clearly and concisely: to present ideas, facts and technical information.
• Ability to perform under stress when confronted with critical timeline constraints and large work volumes.
• Ability to perform a variety of duties within the department, after receiving appropriate cross training, without the loss of efficiency or composure.
• Ability to receive guidance and supervision and follow work rules and procedures. Ability to meet deadlines, and to meet punctuality and attendance standards.
• Ability to systematically identify task requirements and monitor progress towards accomplishment.
• Ability to maintain relationships that facilitate task accomplishment, to cooperate and resolve conflicts, to recognize needs and be sensitive to others and to convince and persuade.
• Ability to work independently as well as in a team-based environment.
• Ability to learn quickly with a strong attention to detail and problem-solving.

Provides high quality customer service to customers, investors and bank personnel for all residential and consumer loan products offered by the Bank. Furnishes information, answers questions, and performs specialized servicing tasks to ensure that the loans the bank owns or services are properly maintained. Responsible for boarding and funding new loans from Encompass to Insight, monitoring ongoing hazard and flood insurance coverages, including performing force placed insurance. The incumbent will also ensure payment of all insurance types, taxes, and private mortgage insurance. Performs annual escrow analysis, processes loan payoffs, remits investor payments, reconciliations, and reporting timely. In addition, the incumbent will answer customer phone calls, research loan accounts to satisfy customer inquiries, monitor and/or maintain department reports and perform any other loan servicing functions, as needed.

• Reviews Encompass and exports all loans submitted to boarding on the correct disbursement date.
• Completes full loan boarding activities based on the documents provided.
• Coordinates with the originations team to board and disburse each loan on the proper dates.
• Performs construction loan activities to include review of the draw requests, funding the disbursements, and converting to permanent mortgage upon construction completion.
• Responds to customers, bank staff and investor inquiries or concerns related to the servicing of an account.
• Researches problems and adjusts the core system, as required, and approved by management, when applicable.
• Sets up Investor Loans on the core system and performs the related tasks associated with boarding this loan type.
• Remits timely monthly payments and reports to all the loan investors.
• Processes timely payments of taxes, homeowner’s insurance, private mortgage insurance, and condo fee bills from the customers’ escrow accounts.
• Performs annual escrow analysis.
• Monitors for home equity lines of credit going into their repayment period and perform the required file maintenance. Communicates to customers that their draw period will be expiring in a timely manner.
• Balances various general ledger and custodial checking accounts as required.
• Reviews interest rate changes on adjustable customer’s accounts for accuracy.
• Updates interest rate indexes for the Bank’s loan products on a daily, weekly, monthly basis or as required.
• Processes loan modifications and subordination agreements.
• Performs account maintenance (e.g., reversals, late charge waivers).
• Responds to payoff requests to include preparing payoff quotes, required payoff documentation and mortgage releases timely and within state requirements.
• Monitors and maintains all department loan reports on an ongoing basis to identify and correct problems.
• Updates property insurance policy information on the core system on an ongoing basis.
• Monitors property insurance coverage (hazard and flood) and perform forced place insurance procedures in accordance with the applicable regulations, as needed.
• Monitors and maintains separate files for loans covered by flood insurance.
• Monitors the payments of property taxes on mortgage loans that do not escrow for taxes. Contacts customers regarding their requirement to pay their taxes. Adds a monthly escrow payment to the customer’s bill if the customer fails to resolve the delinquent tax issue.
• Follow-up to ensure all recorded deeds are received and that recording information is input into the loan servicing core system.
• Processes incoming and outgoing mail.
• Performs record retention procedures (e.g., boxing, paring down files).
• Supports document imaging initiatives.
• Complies with all Bank policies, procedures, BSA, Deposit and Lending regulations.
• Maintains a general understanding of Residential and Consumer loan origination process and updates the servicing procedures as these processes change.
• Performs other related duties as required.

• Post high school education with three (3) to five (5) years mortgage loan servicing experience or some comparable combination of education and experience. An accounting background is helpful.
• Knowledge of all pertinent regulations related to Residential and Consumer lending.
• Excellent written and verbal communications skills.
• Strong customer service orientation.
• Proficient operation of the Bank’s loan servicing system and Microsoft Software such as Word, Excel, and Outlook.
• Working knowledge of the Bank’s loan product offerings, Bank loan regulations and the Bank’s loan policies and procedures.
• Ability to interact with co-workers and customers in a positive manner.
• Ability to exchange information with others clearly and concisely: to present ideas, facts and technical information.
• Ability to perform under stress when confronted with critical timeline constraints and large work volumes.
• Ability to perform a variety of duties within the department, after receiving appropriate cross training, without the loss of efficiency or composure.
• Ability to receive guidance and supervision and follow work rules and procedures. Ability to meet deadlines, and to meet punctuality and attendance standards.
• Ability to systematically identify task requirements and monitor progress towards accomplishment.
• Ability to maintain relationships that facilitate task accomplishment, to cooperate and resolve conflicts, to recognize needs and be sensitive to others and to convince and persuade.
• Ability to work independently as well as in a team-based environment.
• Ability to learn quickly with a strong attention to detail and problem-solving.