144 - Riverside - Customer Service Representative

For more than a century, First United has served the financial needs of our personal and business customers throughout Maryland, West Virginia, Virginia and Pennsylvania.
We care about our communities, seek to understand what drives our customers and create customized solutions to meet their needs.
Our mission is to enrich the lives of our customers, coworkers and shareholders through an unparalleled commitment to the client experience and passionate involvement in the community.
144 - Riverside - Customer Service Representative Job Reporting Relationships Supervised by: Community Office Manager Supervises: None Basic Qualifications Education/Training: A high school diploma or equivalent with an emphasis in a business or accounting curriculum; successful completion of First United Bank & Trust CSR Training Program; obtain and maintain appropriate Bank Product Knowledge Certification.
Skill(s): Moderate reading, writing, and grammar skills; proficient analytical and mathematics skills; proficient communicative and interpersonal relations skills; proficient eye-hand coordination; ability to operate various office machines; technical supervisory skills sufficient to provide guidance and training to other Customer Service Representatives; ability to lift approximately fifty (50) lbs.
of coin; visual and auditory skills.
Experience: A minimum of two (2) years’ customer service experience in related positions normally required.
,.
General Responsibilities Responsible for performing a variety of duties to support the paying and receiving function of the community office; coordinating work within the department, as well as with other departments; reporting pertinent information to the immediate supervisor; responding to inquiries or requests for information.
provide technical guidance to customers around bank technology through demonstrations and assistance.
Must demonstrate MYBANK core values and uncommon service standards; including: Modeling helpfulness, Yielding to the customer, Being passionate, Adapting solutions, Nurturing trust, Keeping it personal.
Essential Duties 1.
Manages the Community Office in order to meet the financial services needs of customers in the assigned community market area as follows: a.
Works with management in establishing growth, sales, and profit objectives for the office; provides input to these objectives and to the manner in which performance will be measured and controlled.
b.
Ensures that the community office is properly staffed and that the staff is trained to meet customer service needs as well as sales objectives.
c.
Makes certain that all office operations are performed in accordance with established bank policies and procedures, either directly or through appropriate supervisor, e.
g.
, office balancing, control of vault cash, etc.
d.
Provides for the proper security, maintenance, and cleanliness of the office; supervises the opening and closing of the building and vault; makes necessary provisions for the securing and accounting of negotiable papers.
e.
In consultation with the sales staff, establishes specific sales and customer service goals for each sales representative.
f.
Makes certain that all customer service personnel are adequately trained both with respect to product knowledge and selling techniques.
g.
Ensures that all sales and customer service reporting information is provided on a timely basis.
h.
Conducts regularly scheduled (at least monthly) sales and customer service meetings.
i.
Serves as an active member of the office customer service team by performing all of the duties of a Relationship Advisor and, as such, is held accountable for sales performance.
(See Relationship Advisor Description.
) j.
Makes "outside" sales and customer service calls on present and prospective customers within the office's market area.
k.
Actively participates in the community in a manner that reflects favorably on the Bank.
l.
Becomes actively involved in targeted community activities and organizations.
2.
Implements strategies to achieve goals assigned to the office as established in the Retail Banking Division's annual operating plan; assists in the development of the annual budget for the office and adheres to budget parameters.
3.
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 workplace.
4.
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, e.
g.
Community Reinvestment Act (CRA), Bank Secrecy Act (BSA); Equal Credit Opportunity Act, etc.
; ensures that the office and all personnel adhere to the same.
5.
Directly supervises assigned personnel as follows: a.
Assists in the selection of new personnel as appropriate.
b.
Makes provisions for the proper orientation and training of new personnel.
c.
Reviews employee performance throughout the probationary period and on a regularly scheduled basis thereafter.
d.
Organizes, schedules, and distributes work among assigned personnel.
e.
Keeps personnel informed of pertinent policies and procedures affecting the office and/or their jobs; creates an atmosphere in which upward communication from employees is encouraged.
f.
Administers personnel policies and procedures as established by bank policy.
6.
Communicates with the Community Success Manager other office managers, and appropriate staff personnel in order to integrate goals and activities.
7.
Provides periodic reports to the Community Success Manager and other groups as required throughout the Bank.
8.
Participates as an active member of Team Sales group by attending and participating in the monthly sales meetings.
9.
Proactively identifies fee income opportunities by referring across all lines of business such as Trust, Brokerage, Mortgage, Commercial, and in order to meet assigned fee production goals.
Ancillary Duties 1.
Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.
Job Location Various locations as assigned.
Equipment/Machines 1.
Automobile 2.
Telephone 3.
PC/Computer keyboard 4.
Printer 5.
Fax machine 6.
Copy machine 7.
Calculator First United Bank & Trust is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
First United Bank & Trust is a drug-free workplace.