Customer Service Representative

About the role

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

Responsibilities

• Conducts self according to the UNIFIED Way.
• Provides warm, friendly, courteous, helpful service to customers by processing bank transactions accurately and timely. Uses 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 beneficial products. 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.
• Assists customers with safe deposit boxes and obtains proper signatures, if applicable to the branch.
• Scans, proofs, and balances all transaction items as needed.
• Maintains customer information files and files paperwork as needed.
• Answers incoming phone calls and makes outgoing calls for customer follow-up, marketing, and sales purposes.
• Processes check orders through the bank’s check vendor ordering system.
• Opens and closes 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, safety, and soundness, and the bank’s compliance with all regulatory requirements (e.g., Bank Secrecy Act, Community Reinvestment Act, Equal Credit Opportunity Act, lending and deposit regulations).
• Abides by current laws and organizational policies designed to promote a harassment-free and non-discriminatory workplace.
• Performs other related duties as assigned.

Requirements

• High school diploma or equivalency.
• Prior cash handling experience.
• Prior customer service experience.
• Excellent business communication skills, both verbal and written.
• General computer skills and proficient typing skills.
• Experience with Microsoft Office.
• Strong organizational skills.

Physical Requirements

• 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.

Work Environment

• Generally works in an office environment but may occasionally perform job duties outside of the typical office setting.
• The noise level in the work environment is usually moderate.