Customer Service Center Representative

Position Summary

The customer service representative supports the Bank's customer base by responding to inquiries received via inbound telephone calls and e-mail. The representative supports back-office deposit operations for various functions including ATM, on-line banking, systems maintenance, and record-keeping.

Essential Functions

• Provide above satisfactory Customer Service to customers (internal/external)
• Adhere to Unity Bank's strict Customer Information Policy (CIP) when completing primary tasks.
• Answer inbound calls received via the toll-free and main Bank numbers.
• Place outbound calls as needed for customer support.
• Respond to customer inquiries regarding but not limited to; products, services, rates, account activity such as balances, account histories, stop payments, branch locations and hours, Retail Online Banking, Business Online Banking, Mobile Deposit, U-Deposit, Bill Pay, ATM/Checkcards and Telebank.
• Research customer and internal bank requests for documentation: statement, check copies and deposited items.
• Respond to emails received via the website or direct to the CSC Email Distribution list; respond, handle and/or forward email to the appropriate areas for response/action.
• Follow up on messages left in Customer Service Center voice mail; respond, handle and/or forward messages to appropriate areas for response/action.
• Maintain detailed reporting and logging of customer service functions.
• Remain current on all policy, procedure, and product changes.
• Handle and resolve customer complaints.
• Process card orders, maintenance forms and online banking update/applications.
• Identify and escalate priority issues.
• Route calls to appropriate internal resource.

Job Requirements and Qualifications

• Bilingual fluent in English and Spanish, preferred.

Education and Experience

• Associate degree in business or finance preferred.
• Minimum of one-year customer service experience, preferably in the financial services area.
• Experience with database maintenance.

Skills, Knowledge, and Abilities

• Excellent interpersonal skills.
• Excellent oral and written communications skills.
• Strong computer skills in Microsoft Windows, Excel, Outlook, and Internet Explorer.
• Ability to apply common sense understanding and general rules to produce answers that make sense.
• Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages. Ability to apply concepts of basic algebra.
• Ability to listen to and understand information and ideas presented through spoken words and sentences.
• Ability to effectively present information and respond to inquiries from customers, management, bank staff, and the general public.
• Ability to write reports and business correspondence.
• Ability to handle multiple tasks in a call center environment.
• Ability to work independently with some supervision.

Physical Requirements

• Ability to sit for long periods of time over 75% of work hours.
• Ability to lift up to 10 lbs. occasionally and less than 10% of work hours.
• Ability to use hands to grasp, handle or feel.
• Ability to use computer keyboard and system to enter data and process information.
• Ability to talk, listen and see.
• Ability to use telephone to communicate with customers and employees.

Working Conditions

• Moderate sound as in business office with office machines, computers, and people traffic.
• Open floor work environment.

This job description is not an employment agreement or contract, implied or otherwise. Unity Bank maintains "at will" employment.

This document describes the position currently available. It is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with it. Unity Bank reserves the right to modify duties or job descriptions at any time. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise balance the workload.

Unity Bank is committed to the principles of equal employment opportunity and prohibits discrimination in hiring, promotion and terms and conditions of employment on the basis of race, creed, color, national origin/nationality, ancestry, religion/religious practices or observances, age, sex, gender identity or expression, affectional or sexual orientation, marital status, civil union status, domestic partnership status, disability or perceived disability, atypical hereditary cellular or blood trait, genetic information, and status as a veteran or disabled veteran of, or liability for service in, the Armed Forces of the United States.

Unity Bank commits to making reasonable accommodation to the known physical or mental limitations of qualified individuals with disabilities and qualified disabled veterans provided the individual is able to perform the essential functions of the job, unless such accommodation would impose an undue hardship upon Unity Bank. A qualified employee or job applicant with a disability may request a reasonable accommodation by contacting Unity Bank's human resources department.