Customer Service Center Representative

Position Summary

The Customer Service Center Representative is primarily responsible for answering customer calls and resolving customer service inquiries received by phone, email, voicemail, and other approved service channels. The role supports customers with account questions, online and mobile banking, debit card and ATM matters, service requests, documentation research, and issue follow-up. The position also provides secondary support to branch employees and internal departments by answering routine system, process, and customer-service questions, routing issues to the proper area, and identifying repeat issues that may require additional training, procedures, or escalation.

Unlike the Branch Support Specialist role, which is primarily focused on internal branch support, this role remains customer-call-centered while helping internal teams when customer service activity or branch inquiries overlap.

• Answer inbound customer calls received through the Customer Service Center, toll-free number, main bank number, and other assigned phone queues.
• Place outbound calls as needed to resolve customer questions, complete follow-up, confirm information, or support service requests.
• Respond to customer inquiries regarding products, services, rates, account balances, account histories, stop payments, branch locations and hours, Retail Online Banking, Business Online Banking, mobile banking, mobile deposit, U-Deposit, bill pay, ATM/check cards, Telebank, and related services.
• Research customer requests for documentation, including statements, check copies, deposited items, account activity, and service records.
• Respond to emails received through the bank website and Customer Service Center email distribution list; resolve, document, or route items to the appropriate department for action.
• Monitor and follow up on Customer Service Center voicemail messages and service queues; respond directly or route messages to the proper internal resource.
• Handle customer concerns and complaints professionally, document the issue, and elevate priority matters when needed.
• Process assigned customer service and deposit operations requests, including card orders, maintenance forms, online banking updates/applications, and related account service items.
• Maintain accurate logs, tracking records, and service notes for calls, emails, complaints, escalations, and recurring customer issues.
• Identify repeat customer issues, system pain points, or process gaps and share them with management for review, training, or procedural improvement.
• Provide secondary support to branch employees and internal departments on routine Customer Service Center, online banking, account service, documentation, and customer-support questions.
• When appropriate, assist branch employees with customer-facing systems or processes, including Online Banking, 360 View, Premier Navigator, Director, Business Process Manager, and other supported tools.
• Remain current on policy, procedure, regulatory, product, and technology changes that affect customer service and deposit operations.
• Assist with maintaining Customer Service Center scripts, reference materials, or knowledge resources when processes, products, systems, or regulations change.
• Perform other duties as assigned based on business needs, staffing coverage, peak call volume, or operational priorities.

• Bilingual fluency in English and Spanish preferred.
• Customer-first mindset with the ability to remain professional, patient, and accurate in a high-volume phone environment.
• Strong commitment to customer confidentiality, privacy, information security, and Unity Bank customer information requirements.
• Ability to balance fast customer response with accurate research, documentation, and follow-up.

• Associate degree in business, finance, or a related field preferred; equivalent customer service or banking experience may be considered.
• Minimum of one year of customer service experience required; financial services, banking, branch, call center, or deposit operations experience preferred.
• Experience with online banking support, account research, debit card or ATM support, database maintenance, service tracking, or bank systems preferred.
• Teller, branch, or operations experience is helpful but not required.

• Excellent customer service, listening, interpersonal, oral, and written communication skills.
• Ability to explain information clearly to customers, branch employees, management, bank staff, and the general public.
• Strong phone presence and ability to manage multiple tasks in a customer service center environment.
• Strong problem-solving, critical thinking, logic, and reasoning skills to resolve customer issues within bank guidelines.
• Knowledge of financial services rules, regulations, bank policies, procedures, products, and systems, or the ability to learn them quickly.
• Ability to use operating and security procedures to make appropriate…