Customer Service Representative

Job Title: Customer Service Representative

FLSA Status: Non-Exempt

Department: Retail Banking

Reports To: Customer Experience Manager

Position Summary:

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

Essential Duties and Responsibilities:

1. Conducts self according to the UNIFIED Way.

2. Provides warm, friendly, courteous, helpful service to our customers by processing Bank transactions in an accurate and timely manner. Continuously utilizes the Acknowledgement Rule , the Two Ring Rule and the Sundown Rule with customers. Consistently greets each Customer with eye contact and smile, and thanks Customer at the end of the transaction.

3. Regularly attempts to cross sell other products by (a) asking for the business, (b) being alert to Customer needs through listening skills, and (c) suggesting products that would be of benefit to our Customers. Handles the product follow-up to Customers or refers to the appropriate department for follow-up.

4. 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.

5. Cashes and processes checks in accordance with the Check Cashing Policy.

6. Sells cashier’s checks, and cash advances in accordance with procedures.

7. Accurately maintains cash/coin drawer to ensure daily balancing in accordance with all policies and procedures.

8. Attends vault to process teller transactions, order money, monitor cash limits, and to ensures an accurate daily balance.

9. Assists with ATM maintenance and balances ATM on a weekly basis, if applicable.

10. If applicable to the branch, assists Customers to and from safe deposit boxes and obtains proper signatures.

11. Scans, proofs, and balances all transaction items as needed

12. Maintains Customer information files and file paperwork as needed.

13. Answers incoming phone calls and makes outgoing phone calls for customer follow-up, marketing, and sales purposes.

14. Processes check orders through the Bank’s check vendor ordering system.

15.  Responsible for opening and closing savings and checking accounts, CD’s, IRA’s, and safe deposit boxes in accordance with Bank policy and procedures.

16.  Participates in Community Service Events when appropriate.

17.  Cooperates with, participates in, and supports the 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, but not limited to the Bank Secrecy Act, the Community Reinvestment Act (CRA), Equal Credit Opportunity Act, Lending Regulations, Deposit Regulations, etc.

18.  Abides by the current laws and organizational policies and procedures designed and implemented

to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the work place.

19.  Performs other related duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.

•      High School diploma or equivalency

•      Prior cash handling experience

•      Prior Customer service experience

•      Excellent business communication skills, both verbal and written

•      General computer skills

•      Proficient typing skills

•      Experience with Microsoft Office

•      Strong organizational skills

Physical Requirements:

The physical requirements described below are representative of those that must be met by an employee to successfully perform the essential function of this job.

•     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:

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 an employee’s “at-will” employment status.