Universal Services Representative (Teller& Contact Center)
: Job Details :

Status: Full-time, in-office and hybrid position after probation period.Location: 1506 Market St. Pocomoke City, MD 21851Wednesday & Friday 8:45 am - 5:15Function: Responsible for providing an exceptional financial customer experience by handling every customer need from service to sales with passion and enthusiasm. Provide customers with a one stop experience to fulfill all their financial needs from account opening and maintenance to processing transactions. Focus on customer-centric conversations to deepen relationships and become a trusted advisor. Actively promote a variety of banking solutions to enhance a customer's service experience and achieve their financial goals. Time spent in various aspects of this universal role will vary depending upon branch traffic and customer needs. This is a hybrid role as an in-office Teller and a remote Contact Center Agent.Position Requirements:General:Occasional local travel to support business developmentOn-call response to resolve ATM system issues affecting member servicesBilingual and able to read, write, and speak Spanish proficiently is a plusExperience:One (1) or more years of customer service or sales experience preferredDemonstrated work-related experience may be considered instead of education requirementsEducation:High School Diploma or GED equivalent requiredAbility to obtain and maintain job-related certification if no job-related advanced degreeMeet or exceed continuing professional education (CPE) requirementsDuties:Provide customers with a one stop experience to fulfill all of their financial needs from account opening and maintenance to processing transactions.Support daily operations of the branch as a teller and meet member services and product needs as required by the assigned branch.Support daily operations of the contact center as a contact center agent and meet member services and product needs as required by the digital channel (voice, text, chat, video, etc.)Educate members and explain features and benefits of products and solutions; make recommendations based on their identified needs.Identify and escalate cases of suspected fraud.Focus on member-centric conversations to deepen relationships and become a trusted advisor.Actively promote a variety of banking solutions to enhance a member's service experience and achieve their financial needs.Drive proactive sales conversations through internal and outbound interactions including outbound calling, inbound contact center calls, appointment setting, and effective lobby engagement.Use the CRM (Customer Relationship Management) system and other resources to foster relationship building conversations with members and ensure a consistent approach to new member onboarding and expanding existing relationships.Identify consumer lending opportunities and partner with the centralized lending group to ensure a successful member experience.Manage risk by maintaining compliance with applicable regulations and branch policies and procedures, while demonstrating sound judgment within established limits.Perform member maintenance requests, process teller transactions accurately, assist with operational activities and responsibilities, and maintain flexibility between performing sales and teller transactions.Leverage practical knowledge and understanding of digital solutions and technology to support members and solve problems.Proactively reach out to members to contribute to the retention and expansion of member relationships.Adhere to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.Salary: Excellent pay! Salary scale for this position is $16.50 to $27.62/per hour. Compensation within the posted range is determined by a candidate's education level and/or years of experience in the field. Generally, new employees are hired in the lower half of the scale.Other:Team-oriented environment!Training provided.All eligible First Financial employees receive:Excellent pay with advancement opportunities!A full benefits package is available for all eligible full-time employees that include medical, dental, vision, life & disability insurance.Paid holidays.Employee recognition programs.Tuition reimbursement - up to $4,200 per calendar year for pre-approved undergraduate courses and up to $5,400 per year for pre-approved graduate courses.Employee wellness program, including a free on-site full fitness center in our Administrative Building.If you need an application, please stop by one of our branch locations or contact our Human Resource Department at 443-###-####.If you prefer to submit your resume or completed application by mail or fax:Mail: First Financial Federal Credit Union, 72 Loveton Circle, Sparks Glencoe, MD 21152, Attention: Human ResourcesFax: 410-###-####Equal Opportunity EmploymentFirst Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.#J-18808-Ljbffr