Customer Service Representative (Universal Banker Representative)

Customer Service Representative (Universal Banker Representative) MountainOne Bank has an enduring commitment to equal employment opportunity and affirmative action, promoting a workplace free from discrimination. The policy provides equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, genetic information, age, disability, marital status, veteran status, or a person’s relationship or association with a protected veteran, including spouses and other family members. This policy covers all aspects of employment, including recruitment, selection, job assignment, training, compensation, benefits, discipline, promotion, transfer, use of facilities, participation in company activities, layoff, and termination processes. Provisions in applicable laws that provide for bona fide occupational qualifications, business necessity, or age limitations will be adhered to where appropriate. Regular review helps ensure compliance with this policy. Position Details Position: Universal Banker Representative Reports to: Community Banking Officer Grade Level: 103 Location: Quincy Office Pay Range: $20.00 to $23.50 an hour depending on qualifications and experience Sign‑On Bonus: $2,000 paid after 90 days of employment Job Summary 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 account management and assisting customers with banking products and transactions. The representative provides timely and efficient completion of transactions while maintaining accurate records and thorough handling of all cash and negotiable instruments. The representative proactively participates in the branch sales referral process as directed by management. Key Accountabilities and Responsibilities The job performance of the Universal Banker includes the following, along with other related duties as assigned. Customer Care Drive and deliver the MountainOne Standard of Customer Care regarding daily transactions, proactively addressing inquiries, and resolving problems in accordance with bank policies. Perform the basic teller transactions: accepting deposits and loan payments, verifying cash and endorsements, cashing checks within limits and obtaining further authorization when necessary, issuing money orders and cashier's checks, and redeeming savings bonds. Perform ATM/Debit card maintenance and new card orders. Develop and deepen customer rapport; maintain knowledge of account ownership, respond promptly to correspondence, and resolve problems. Promote and advise on the bank’s products and services. Open and service new and existing accounts, ensuring customer profiles are updated and maintaining awareness of changes affecting customer accounts. Operations and Compliance Comply with policies, procedures, and compliance training; adhere to BSA/AML/OFAC regulations and guidelines. Track and participate in scheduled monthly audit requirements. Maintain a position of trust and responsibility by keeping all customer business secure and confidential; educate and alert customers about fraud. Prepare daily teller cash transaction balances and other required reports. Prepare and review new customer account and maintenance document checklists for 100% accuracy. Individual and Team Effectiveness Work cooperatively in close communication and coordination across all company departments/functions; develop a collaborative relationship with the Call Center. Participate in cooperative team efforts to set and achieve goals, communicate, share information, and participate in training and development. Demonstrate a strong commitment to the bank’s culture and core commitments, including community engagement, established service standards, and serving as a brand ambassador. Ability to travel to other branches within the region to assist with staff coverage. Business Development Identify business growth opportunities through active listening and review of customer account data. Proactively participate in the sales referral process; cross‑sell product lines and appropriate financial solutions. Utilize thorough product and service knowledge to address customer inquiries and cross‑sell opportunities. Position Requirements Technical Knowledge / Skills Math literacy and fundamental financial calculations. Fundamental teller transactions. Proficiency in Microsoft Office Suite. Systems knowledge (teller and customer management; DecisionPro and DepositPro). Branch procedures; cash handling; ATM processes and procedures. Product knowledge of deposit accounts, loan products, features, and benefits. Sales process: selling through product promotion, cross‑selling, and making sales referrals. Personal Skills Critical thinking: ability to evaluate information logically, solve problems, and exercise good judgment. Goal orientation: ability to dedicate time and effort to achieve goals. Personal accountability and effectiveness: ability to act responsibly. Interpersonal skills: communication, 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 accurately. Teamwork: ability to cooperate in setting and achieving team goals and participate in peer coaching. Customer service and relationship management: strive to anticipate, meet, and exceed customer expectations. Professional conduct: act and communicate with consideration, respect, and courtesy. Experience Associate’s degree preferred; high‑school diploma required. Minimum one year of banking experience. Other Requirements Flexibility and availability to serve all banking hours, as needed. Ability to travel up to 25% of the time outside a 25‑mile radius. Physical ability to sit, drive, bend, and make or answer telephone calls. Location Quincy, Massachusetts Employment Type Full‑time This position is currently accepting applications. #J-18808-Ljbffr