Customer Service Center Representative

Unity Bank is a financial institution seeking a Customer Service Center Representative. This role is primarily responsible for answering customer calls and resolving inquiries related to banking services, while also providing support to branch employees and internal departments.

Responsibilities:

• Answer inbound customer calls received through the Customer Service Center, toll-free number, main bank number, and other assigned phone queues
• Place outbound calls as needed to resolve customer questions, complete follow-up, confirm information, or support service requests
• Respond to customer inquiries regarding products, services, rates, account balances, account histories, stop payments, branch locations and hours, Retail Online Banking, Business Online Banking, mobile banking, mobile deposit, U-Deposit, bill pay, ATM/check cards, Telebank, and related services
• Research customer requests for documentation, including statements, check copies, deposited items, account activity, and service records
• Respond to emails received through the bank website and Customer Service Center email distribution list; resolve, document, or route items to the appropriate department for action
• Monitor and follow up on Customer Service Center voicemail messages and service queues; respond directly or route messages to the proper internal resource
• Handle customer concerns and complaints professionally, document the issue, and escalate priority matters when needed
• Process assigned customer service and deposit operations requests, including card orders, maintenance forms, online banking updates/applications, and related account service items
• Maintain accurate logs, tracking records, and service notes for calls, emails, complaints, escalations, and recurring customer issues
• Identify repeat customer issues, system pain points, or process gaps and share them with management for review, training, or procedural improvement
• Provide secondary support to branch employees and internal departments on routine Customer Service Center, online banking, account service, documentation, and customer-support questions
• When appropriate, assist branch employees with customer-facing systems or processes, including Online Banking, 360 View, Premier Navigator, Director, Business Process Manager, and other supported tools
• Remain current on policy, procedure, regulatory, product, and technology changes that affect customer service and deposit operations
• Assist with maintaining Customer Service Center scripts, reference materials, or knowledge resources when processes, products, systems, or regulations change
• Perform other duties as assigned based on business needs, staffing coverage, peak call volume, or operational priorities

Requirements:

• Minimum of one year of customer service experience required
• Customer-first mindset with the ability to remain professional, patient, and accurate in a high-volume phone environment
• Strong commitment to customer confidentiality, privacy, information security, and Unity Bank customer information requirements
• Ability to balance fast customer response with accurate research, documentation, and follow-up
• Excellent customer service, listening, interpersonal, oral, and written communication skills
• Ability to explain information clearly to customers, branch employees, management, bank staff, and the general public
• Strong phone presence and ability to manage multiple tasks in a customer service center environment
• Strong problem-solving, critical thinking, logic, and reasoning skills to resolve customer issues within bank guidelines
• Knowledge of financial services rules, regulations, bank policies, procedures, products, and systems, or the ability to learn them quickly
• Ability to use operating and security procedures to make appropriate decisions, including approved exceptions, adjustments, and overrides within guidelines
• Strong computer skills, including Microsoft Windows, Excel, Outlook, internet-based applications, and bank systems
• Ability to calculate figures and amounts such as discounts, interest, commissions, percentages, and other basic account-related information
• Ability to write clear service notes, issue summaries, reports, and business correspondence
• Strong attention to detail, accuracy, organization, and follow-through
• Ability to work independently with some supervision and collaborate effectively with team members and other departments
• Ability to support video conferencing or remote service interactions with a professional presence when needed
• Bilingual fluency in English and Spanish preferred
• Associate degree in business, finance, or a related field preferred; equivalent customer service or banking experience may be considered
• Financial services, banking, branch, call center, or deposit operations experience preferred
• Experience with online banking support, account research, debit card or ATM support, database maintenance, service tracking, or bank systems preferred
• Teller, branch, or operations experience is helpful but not required