110 - Customer Service Center - Customer Service Advisor I

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.

110 - Customer Service Center - Customer Service Advisor I

Job Reporting Relationships:
Supervised by: Customer Service Team Leader
Supervises: None

Basic Qualifications

Education/Training:  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.

Skill(s):  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.

Experience:  A minimum of one (1) year’s related experience normally required.

General Responsibilities

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.

Essential Duties

1.   Performs a variety of duties to support the customer service function of the Customer Service Center of which the following are illustrative:
a.    Responds to inbound customer calls/inquiries.
b.    Performs outbound calling with the intent of prospecting and closing the sale; follows up as necessary.
c.    Delivers quality service to customers within designated authority levels.
d.    Identifies customer needs and sells/cross-sells appropriate deposit and credit products and trust/investment services.
e.    Provides customers with information relating to all bank products, including branch-specific promotions.
f.    Provides accurate records and information on sales and service activities.
g.   Communicates with supervisor with respect to sales objectives and sales performance.
h.   Communicates with branch network when necessary.
i.    Performs other related duties and special projects as assigned.

2.   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.

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 work place.

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.

5.  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.

6.  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.


Ancillary Duties

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

Branch: Oakland, MD

Equipment/Machines

Telephone
Calculator
PC/Computer keyboard
Printer
Fax machine
Copy machine
Typewriter     

Full Time Employment 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 1^st 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.

This position is an hourly position eligible for overtime.

Hourly Range

Minimum: $15.00

Maximum: $28.87

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.