Customer Service Representative

FLSA Status: Non-Exempt | Department: Retail Banking | Reports To: Customer Experience Manager

About the role

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.

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. Greets each customer with eye contact and a smile, and thanks the customer at the end of the transaction.
• Cross-sells products by asking for the business, identifying customer needs through listening, and suggesting beneficial products. Handles follow-up or refers customers to the appropriate department.
• Receives commercial/personal checking/savings deposits and loan payments; verifies cash, endorsements, and dates. Enters all information into the bank’s computer system before issuing a receipt.
• Processes checks in accordance with the Check Cashing Policy.
• Sells cashier’s checks and cash advances following procedures.
• Maintains accurate cash/coin drawer to ensure daily balancing in line with policies and procedures.
• Processes teller transactions at the vault, orders money, monitors cash limits, and ensures accurate daily balancing.
• Assists with ATM maintenance and balances the ATM weekly, if applicable.
• Assists customers with safe deposit boxes and obtains proper signatures, if applicable.
• Scans, proofs, and balances all transaction items as needed.
• Maintains customer information files and organizes paperwork.
• Answers incoming calls and makes outgoing calls for customer follow-up, marketing, and sales.
• 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 policies.
• Participates in community service events when appropriate.
• Adheres to internal policies, procedures, and regulatory requirements, including the Bank Secrecy Act, Community Reinvestment Act (CRA), Equal Credit Opportunity Act, and lending/deposit regulations.
• Promotes a harassment-free and non-discriminatory workplace.
• Performs other related duties as assigned.

Requirements

• High School diploma or equivalent.
• Prior cash handling experience.
• Prior customer service experience.
• Excellent verbal and written business communication skills.
• General computer skills and proficient typing.
• 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 standard office equipment.

Work Environment

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