Customer Service Representative

Position Summary:

Responsible for creating better lives and futures for the people and communities that we proudly serve. Provides an exceptional Unified experience, processes bank transactions, and recommends products and services to new and existing customers.

$13.00/hr - $16.00/hr

Job Title: Customer Service Representative

FLSA Status: Non-Exempt

Department: Retail Banking

Reports To: Customer Experience Manager

• Conducts self according to the Unified Way.
• Provides warm, friendly, courteous, helpful service to customers by processing bank transactions accurately and timely. Continuously utilizes the Acknowledgement Rule, the Two Ring Rule, and the Sundown Rule with customers. Consistently greets each customer with eye contact and a smile, and thanks the customer at the end of the transaction.
• Regularly attempts to cross-sell other products by asking for the business, being alert to customer needs through listening skills, and suggesting products that would benefit the customer. Handles product follow-up or refers to the appropriate department.
• Receives commercial/personal checking/savings deposits and loan payments; verifies cash, endorsements, and post and stale dates; enters all information into the bank’s computer system before issuing a receipt.
• Cashes and processes checks in accordance with the Check Cashing Policy.
• Sells cashier’s checks and cash advances in accordance with procedures.
• Accurately maintains cash/coin drawer to ensure daily balancing in accordance with all policies and procedures.
• Attends vault to process teller transactions, order money, monitor cash limits, and ensure an accurate daily balance.
• Assists with ATM maintenance and balances ATM on a weekly basis, if applicable.
• If applicable to the branch, assists customers to and from safe deposit boxes and obtains proper signatures.
• Scans, proofs, and balances all transaction items as needed.
• Maintains customer information files and file paperwork as needed.
• Answers incoming phone calls and makes outgoing phone calls for customer follow-up, marketing, and sales purposes.
• Processes check orders through the bank’s check vendor ordering system.
• Responsible for opening and closing savings and checking accounts, CDs, IRAs, and safe deposit boxes in accordance with bank policy and procedures.
• Participates in Community Service Events when appropriate.
• Cooperates with, participates in, and supports adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the bank’s compliance with all regulatory requirements, including the Bank Secrecy Act, the Community Reinvestment Act (CRA), Equal Credit Opportunity Act, Lending Regulations, Deposit Regulations, etc.
• Abides by current laws and organizational policies and procedures designed and implemented to promote an environment free of harassment and other forms of illegal discriminatory behavior in the workplace.
• Performs other related duties as assigned.

• High School diploma or equivalency.
• Excellent business communication skills, both verbal and written.
• Experience with Microsoft Office.
• Strong organizational skills.

• Regular, timely attendance during assigned work hours.
• Constantly stands, walks, or sits.
• Constantly uses hands to finger, handle or feel.
• Occasionally pushes, pulls, carries, or lifts up to 40 pounds.
• Occasionally stoops, kneels, crouches, and/or reaches.
• Ability to talk and hear.
• Frequent and/or constant telephone usage and operation of other standard office equipment.

The work environment characteristics described here are representative of those an employee encounters while performing the essential function of this job. Generally, works in an office environment, but may occasionally be required to perform job duties outside of the typical office setting. The noise level in the work environment is usually moderate.

This job description is not a contract of employment, implied or otherwise, and does not constitute an employee’s “at-will” employment status.