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Client Relations Specialist

2 months ago

Lancaster, Ohio, United States Unified Bank Full time

Job Title:
Customer Service Representative

FLSA Status:
Non-Exempt

Department:
Retail Banking

Reports To:
Customer Service Supervisor

Position Overview:

As a vital member of our team, you will play a key role in enhancing the lives and futures of our valued customers and communities. Your primary responsibility will be to deliver an outstanding and cohesive customer experience, manage banking transactions, and promote our products and services to both new and existing clients.

Key Responsibilities:

  • Exemplify the UNIFIED Way in all interactions.
  • Deliver warm, friendly, and professional service by accurately processing banking transactions in a timely manner. Utilize effective customer engagement techniques such as the Acknowledgement Rule, the Two Ring Rule, and the Sundown Rule. Greet each customer with a smile and express gratitude at the conclusion of each transaction.
  • Proactively identify opportunities to cross-sell additional products by (a) asking for the business, (b) being attentive to customer needs through active listening, and (c) recommending beneficial products. Follow up with customers or direct them to the appropriate department for further assistance.
  • Process commercial and personal deposits, loan payments, and verify all cash and endorsements before issuing receipts.
  • Execute check cashing in compliance with established policies.
  • Issue cashier's checks and cash advances following procedural guidelines.
  • Maintain an accurate cash drawer and ensure daily reconciliation in accordance with all policies.
  • Assist with vault operations, manage teller transactions, and monitor cash limits to ensure accurate daily balances.
  • Support ATM maintenance and perform weekly balancing as required.
  • Facilitate customer access to safe deposit boxes, ensuring proper documentation is obtained.
  • Scan, verify, and balance transaction items as necessary.
  • Maintain organized customer information files and related paperwork.
  • Handle incoming and outgoing calls for customer follow-up, marketing, and sales initiatives.
  • Manage check orders through the bank's vendor system.
  • Open and close accounts, including savings, checking, CDs, IRAs, and safe deposit boxes, in line with bank policies.
  • Engage in community service events as appropriate.
  • Adhere to all internal policies and procedures to support risk management and ensure compliance with regulatory requirements, including but not limited to the Bank Secrecy Act and the Community Reinvestment Act.
  • Uphold a workplace environment free from harassment and discrimination, in accordance with current laws and organizational policies.
  • Perform additional duties as assigned.

Qualifications:

To excel in this role, candidates must demonstrate the ability to fulfill each essential duty effectively. The following qualifications are necessary:

  • High School diploma or equivalent.
  • Previous experience in cash handling.
  • Prior customer service experience.
  • Strong verbal and written communication skills.
  • Basic computer proficiency.
  • Proficient typing abilities.
  • Familiarity with Microsoft Office Suite.
  • Excellent organizational skills.

Physical Requirements:

The physical demands outlined below are representative of those that must be met by an employee to successfully perform the essential functions of this position.


  • Regular and punctual attendance during assigned hours.
  • Ability to stand, walk, or sit for extended periods.
  • Frequent use of hands for various tasks.
  • Occasional lifting, pushing, or pulling of up to 40 pounds.
  • Occasional bending, kneeling, or reaching.
  • Ability to communicate effectively.
  • Frequent use of telephones and standard office equipment.

Work Environment:


The characteristics of the work environment described here are representative of those an employee may encounter while performing the essential functions of this job.


  • Primarily works in an office setting, with occasional duties outside the typical office environment.
  • Noise levels in the work environment are generally moderate.

This job description does not constitute a contract of employment, either implied or explicit, and does not alter an employee's at-will employment status.