110 - Customer Service Center - Customer Service Advisor I

First United Corporation•Oakland, MD

37d

About The Position

Responsible for performing a variety of duties to support the customer service function of the Call Center; 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.

Requirements

A high school diploma or equivalent; college degree preferred
Obtain and maintain appropriate Bank Product Knowledge Certification
Obtain and maintain active Nationwide Mortgage Licensing Registry (NMLS) and complete appropriate SAFE Act training.
Proficient reading, writing, grammar, and mathematics skills
Proficient interpersonal relations and communicative skills
Outbound calling skills
Technical knowledge and proficiency
Thorough knowledge of the features and benefits of all bank consumer product and services, along with the operating policies and procedures that impact these products
Visual and auditory skills
A minimum of one (1) year's related experience normally required.

Responsibilities

Performs a variety of duties to support the customer service function of the Customer Service Center of which the following are illustrative:
Responds to inbound customer calls/inquiries.
Performs outbound calling with the intent of prospecting and closing the sale; follows up as necessary.
Delivers quality service to customers within designated authority levels.
Identifies customer needs and sells/cross-sells appropriate deposit and credit products and trust/investment services.
Provides customers with information relating to all bank products, including branch-specific promotions.
Provides accurate records and information on sales and service activities.
Communicates with supervisor with respect to sales objectives and sales performance.
Communicates with branch network when necessary.
Performs other related duties and special projects as assigned.
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.
Abides by the current laws and organizational policies and procedures designed andimplemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the work place.
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.
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.
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.
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.

Benefits

Fulltime 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 employee's 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-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.
12 paid holidays, 2 Personal days, 2 Family Sick days, 2 Volunteer Days after completion of 90 days of employment.
Eligible for Health Care, Dental and Vision (single and family) the first of the month following 30 days of full-time employment.
401(k) eligible on the first day of the month following 30 days of employment with employer match available.
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.