Customer Service Center Representative

Corporate Values & Mission

“Provide superior service, quality advice and show our utmost respect to everyone we meet.”

Customer Service Center Representative – Non-Exempt – Grade Level 2

Equal Employment Opportunity

General Summary

Provide world class support and service to our banking customers. Treat each customer with respect and courtesy, responsively addressing their service concerns, and recommending Choice One products and services to help them achieve their financial goals. Take ownership of each customer service situation and work to resolve issues, deepening the customer relationship upon a “First Call Resolution” process.

Reports To: Customer Service Center Assistant Manager

• Provide friendly, helpful service that promotes financial discipline by preparing for daily interactions with a professional mindset and an organized workstation.
• Maintain knowledge of the bank’s products, services, and processes.
• Proactively greet clients with a smile and warm tone.
• Understand the client’s objectives by asking appropriate questions and listening to the client’s responses.
• Recommend the best solution or guide the client to the appropriate staff to accomplish the client’s needs and strengthen their financial well‑being.
• Process the transaction accurately and efficiently.
• Follow up with the clients to ensure satisfaction and provide encouragementli>
• Proactively display teamwork and respect for other team members.
• Answer incoming calls quickly and efficiently, escalating issues when appropriate.
• Take ownership of call and respond with a “First Call Resolution” mindset.
• Maintain, cross‑sell, and refer all Choice One products.
• Record all client contact, sales, or referrals via Synapsys.
• Attend department meetings as scheduled.
• Additional responsibilities as assigned.
• Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and report any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.
• Be familiar with and comply with all federal and state banking regulations as applicable.

To perform this job successfully, an Individual in this position must be able to perform each of the above essential duties satisfactorily and exhibit the values of the Company.

• High School Diploma or GED.
• Minimum of one (1) year of Call Center experience in banking, financial services, or goal‑driven retail sales preferred.
• Bilingual preferred.

• Communication – Speaks clearly and persuasively; listens and clarifies; writes clearly; presents data accurately.
• Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information; develops alternative solutions.
• Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits feedback to improve service.
• Ethics – Treats people with respect; upholds integrity and organizational values.
• Interpersonal Skills – Focuses on solving conflict; maintains confidentiality; listens without interrupting.
• Reliability – Is consistently at work and on time; follows instructions; takes responsibility for own actions; meets commitments.

• Ability to work in an office environment which may include many hours of computer and telephone usage.
• This position is not remote‑eligible.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.