102 - Lake - 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.

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.
• Skills:
• 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, and 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. Performs a variety of duties to support the paying and receiving function of the community office, of which the following are illustrative: a. Greets and serves customers in a friendly and courteous manner. b. Maintains an awareness of new business opportunities with customers; actively refers customers to appropriate customer service personnel. c. Accepts and processes deposits of various account types. d. Cashes checks within approved authority and operating policy. e. Sells Cashiers Checks. f. Recommends and demonstrates account service technology to enhance customer experience. g. Completes CTR reports for multiple transactions or for transactions of $10,000 or more in cash. h. Processes loan payments and other related payments. i. Processes night deposits and mail deposits. j. Maintains branch cash vault. k. Maintains an approved level of cash turns in excess and mutilated cash. l. Prepares daily settlement and proof of cash transactions; balances cash drawer accurately and efficiently on a daily basis. m. Prepares reports relating to the function (e.g., currency transactions, BSA reports, etc.). n. Processes daily work on Branch Capture for transmission to corporate office. o. Maintains supplies and an awareness of Teller supply inventory control; orders coin and currency for branch as needed.
2. Refers customers requiring loan or deposit account servicing, inquiries about bank products and services, or opening new accounts to the branch Relationship Advisor, Community Office Manager, or appropriate business line specialist.
3. Coordinates specific work tasks with other personnel within the department as well as with other departments in order to ensure the smooth and efficient flow of information.
4. 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.
5. 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 banks compliance with all regulatory requirements (e.g., Community Reinvestment Act (CRA), Bank Secrecy Act (BSA), Equal Credit Opportunity Act, etc.).
6. Reports pertinent information to the immediate supervisor as requested or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate bank personnel.
7. Responds to inquiries relating to his/her particular area or to requests from customers, other bank personnel, etc., within given time frames and within established policy.
8. Provides technical guidance and training to other Customer Service Representatives.

Ancillary Duties

1. May be required on occasion to provide safe deposit box services to customers.
2. May be required to provide support in non-paying and receiving activities (e.g., new accounts, loans, etc.).
3. May be required to balance and/or service ATM machines.
4. May be required to verify coin for vault cash control purposes.
5. 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

1. Telephone
2. Calculator
3. Copy machine
4. Fax machine
5. PC
6. Computer keyboard
7. Printer
8. Currency/Coin machines
9. Branch Capture equipment
10. Cash Advance equipment
11. ATM machines
12. Sorter
13. Currency verifier
14. Combination lock
15. Check cutter
16. Office doors & security equipment

Full Time Employment Benefits

• Hourly Employees: Full-time hourly-paid employees will be provided 12-days of Paid Time Off (PTO) that is accrued 1-day for each month worked. After the completion of 90-days of employment, accrued PTO can be used for any purpose including being paid for absences or vacation time. At the end of the first year of employment, any unused PTO will be converted to the employees sick time accrual. Sick time will begin accruing effective on the employees first year anniversary up to 120 days. At that point, PTO is no longer available, and any paid absence will be eligible under the sick/vacation/personal and family sick pay policy. After one year of service, the employee is eligible for their annual vacation benefit.
• Salaried Employees: Salaried-paid employees are not eligible for PTO and accrue paid sick days at 1-day per month and any vacation time that has been approved for the 1st year of employment.
• Holidays & Personal Days: 12 paid holidays, 2 Personal days, 2 Family Sick days, 2 Volunteer Days (after completion of 90 days of employment).
• Health Benefits: Eligible for Health Care, Dental, and Vision (single and family) the first of the month following 30 days of full-time employment.
• Retirement: 401k eligible on the first day of the month following 30 days of employment with employer match available.
• Other: Company Wellness Program. Company Stock program available after 1 year of employment. Annual Performance Reviews completed and salary increase amount given based on individual performance.
• Overtime: This position is an hourly position eligible for overtime.

Hourly Range

• Minimum: $15.00
• Maximum: $22.12

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.