Customer Service Representative

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The Universal Banker Representative plays a vital role in providing exceptional customer service in accordance with our Community Banking Service Standards. This position participates in the daily operation of the branch; including but not limited to responsibilities for account management and assisting customers with banking products, transactions and other financial products/services as needed; for providing timely and efficient completion of transactions while maintaining accurate records and thorough handling of all cash and negotiable instruments assigned.

The Universal Banker proactively participates in the branch sales referral process as directed by management.

• Math literacy and fundamental financial calculations.
• Fundamental teller transactions.
• Proficiency in Microsoft Office Suite.
• Systems knowledge (teller and customer management);
  Decision Pro and Deposit Pro system knowledge.
• Branch procedures; cash handling; ATM processes and procedures.
• Product knowledge, e.g. deposit accounts, loan products, features/benefits.
• Sales process; as relates to selling through product promotion, cross‑selling and making sales referrals.

• Critical thinking; ability to logically evaluate information, solve problems, exercise good judgement.
• Goal‑orientation; ability to expend the time, effort and focus necessary to achieve goals.
• Personal accountability and effectiveness; ability to act responsibly.
• Interpersonal skills; communication skills, including verbal, written and active listening.
• Empathy, ability to relate to and care for others.
• Flexibility, ability to adapt to situations and others.
• Detail‑orientation and consistency; ability to organize activities, tasks and projects with accuracy.
• Teamwork, ability to participate cooperatively in setting and achieving team goals; participate in peer coaching.
• Customer service and relationship‑management; strive to anticipate, meet, exceed customer expectations.
• Act and communicate professionally, with consideration, respect and courtesy.

• Associate’s degree preferred. High School diploma required.
• Minimum one year of banking experience.

• Flexibility and availability to service all banking hours, as needed.
• Ability to travel up to 25% of the time outside a 25‑mile radius.
• Ability to sit, drive, bend, make/answer telephone calls.