Position Summary
The Customer Service Center Representative is primarily responsible for answering customer calls and resolving customer service inquiries received by phone, email, voicemail, and other approved service channels. The role supports customers with account questions, online and mobile banking, debit card and ATM matters, service requests, documentation research, and issue follow-up. The position also provides secondary support to branch employees and internal departments by answering routine system, process, and customer-service questions, routing issues to the proper area, and identifying repeat issues that may require additional training, procedures, or escalation. Unlike the Branch Support Specialist role, which is primarily focused on internal branch support, this role remains customer-call-centered while helping internal teams when customer service activity or branch inquiries overlap.
Essential Functions
- 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.
Job Requirements and Qualifications
- Bilingual fluency in English and Spanish preferred.
- 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.
Education and Experience
- Associate degree in business, finance, or a related field preferred; equivalent customer service or banking experience may be considered.
- Minimum of one year of customer service experience required; 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.
Skills, Knowledge, and Abilities
- 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.
Compliance
- It is the responsibility of each bank staff member and of management to adhere to policies and procedures designed to implement compliance with the laws and regulations to which the bank is subject. Each bank staff and management member shall be accountable for understanding how compliance with laws and regulations affects the performance of their day-to-day duties, for completing compliance training as assigned and for carrying out those duties in a manner to achieve compliance with those laws and regulations.
All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, sexual orientation, gender identity, national origin, protected veteran status or disability.
This job description is not an employment agreement or contract, implied or otherwise. Unity Bank maintains "at will" employment.
This document describes the position currently available. It is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with it. Unity Bank reserves the right to modify duties or job descriptions at any time. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise balance the workload.
Unity Bank is committed to the principles of equal employment opportunity and prohibits discrimination in hiring, promotion and terms and conditions of employment on the basis of race, creed, color, national origin/nationality, ancestry, religion/religious practices or observances, age, sex, gender identity or expression, affectional or sexual orientation, marital status, civil union status, domestic partnership status, disability or perceived disability, atypical hereditary cellular or blood trait, genetic information, and status as a veteran or disabled veteran of, or liability for service in, the Armed Forces of the United States.
Unity Bank commits to making reasonable accommodation to the known physical or mental limitations of qualified individuals with disabilities and qualified disabled veterans provided the individual is able to perform the essential functions of the job, unless such accommodation would impose an undue hardship upon Unity Bank. A qualified employee or job applicant with a disability may request a reasonable accommodation by contacting Unity Bank's human resources department.
