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Banking Center Representative

Five Star Bank – Rochester, NY

Five Star Bank and affiliate companies are
committed to Equal Employment Opportunity and Affirmative Action. We recruit,
hire, train and promote persons in all job titles and ensure that all other
personnel actions are administered without regard to race, religion, color,
national origin, citizenship, sex, sexual orientation, gender identity, age,
veteran status, disability, genetic information, or any other protected
characteristic. Five Star Bank and affiliate companies are committed to
providing reasonable accommodations to employees and applicants with
disabilities to the full extent required by the Americans with Disabilities Act
(ADA). If you feel you need a reasonable accommodation pursuant to the
ADA, you are encouraged to contact us at (585) 786-4344 or (585) 786-1417.
Position Title: Banking Center Representative
Location/Affiliate: Five Star Bank Plaza, 100 Chestnut Street, Rochester,
NY 14604 OR 55 North Main St Warsaw NY, 14569
Reports To (Title):
Banking Center Supervisor
Department: Banking Center
Hours/Schedule: Position is scheduled for 40 hours. Regularly scheduled
hours will be: Monday-Friday (10:00 am - 7:00 pm), and rotational Saturday (8:00 am-2:00 pm).
Flexibility is needed to occasionally work more or different hours to cover for vacations and
holidays.
Purpose:
The Banking Center Representative is responsible for applying a level of
understanding and knowledge of company products, services, banking software
applications, policies and procedures in responding to internal and external
customer service requests in a call center environment. The Banking
Center Representative is also responsible for expanding existing customer
relationships as well as developing new relationships by advising customers in
their selection of financial products and services.
Scope and Direction
Area of Responsibility: Banking Center
Degree of Supervision Received (Minimal,
Moderate or Extensive): Moderate
From (Title): Banking
Center Supervisor
Essential Functions: The major duties of the job that constitute the
fundamental tasks and or responsibilities of the position. Employees must
be able to perform the essential functions of the position with or without
reasonable accommodations.
1. Service external customer incoming calls,
including but not limited to Net Express, BillPayor, ACH, External Opt out,
Mobile Banking and general account assistance
2. Service employees with all software or hardware related issues, perform
voicemail and email troubleshooting
3. Performs urgent response and dispatch for system, frame relay, or telephone
line problems
4. Responsible for monitoring, maintaining and responding to incoming customer
service emails
5. Provide assistance to the Security Department to include reporting possible
security threats, troubleshooting branch security equipment and/or placing
calls for repair on branch security equipment
6. Meet or exceed established individual and departmental call center metrics
and established sales goals
7. Promotes Bank products and services by identifying opportunities and
evaluating the needs of existing and prospective customers to make appropriate
recommendations and or referrals to other lines of business
8. Demonstrates the standards and principles of the Five Star Bank experience in
every interaction with internal and external customers and associates.
Incorporates the high performance behaviors of teamwork, leading by example and
service in every facet of work.
9. This job description is not exhaustive. The Banking Center Representative
may be required to perform other duties as assigned.
Job-Related Qualifications
Education
Required: High School Diploma or Equivalent
Prior Experience:Required: Years: 2+ Type:
Customer Service, Call Center or Technical Support experience
Preferred: Years:3+ Type:
Call Center or Technical Support and Troubleshooting
experience
Licenses or Accreditation:
Required: Register with Nationwide Mortgage Licensing System
Registry (NMLS) and obtain a unique identifier that is provided to consumers in
accordance with all SAFE Act requirements. Renew registration with NMLS
annually. Maintains and updates personal registry information as
necessary to include name changes, employment changes, etc.
Competencies:
1. Proven problem solving skills
2. Excellent organizational skills with the
ability to manage multiple priorities and meet established deadlines
3. Strong interpersonal and communication
skills (both written and verbal)
4. Working knowledge of Microsoft
Office applications with the ability to learn new and existing Banking software
5. Ability to work, communicate and
provide training to all levels of employees and management with diverse skill
sets
6. Reliable in fulfilling hours scheduled
and consistently punctual
7. Strong sales orientation and customer
focus
Physical Requirements:
1. Ability to work rotational Saturday
schedule
2. Able to regularly sit for prolonged
periods of time
3. Extensive computer usage is required
4. Extensive phone usage is required
Note: At a later stage in the application
process, applicants may be required to provide information about their
criminal conviction history, if any, and to authorize the procurement of a
consumer report that will contain, among other things, information about
criminal conviction history. Except as required by applicable law, past
criminal convictions will not automatically disqualify an applicant from
employment, and Five Star Bank will only consider such history in accordance
with applicable law. Please be advised, however, that federal law prohibits
Five Star Bank from employing any person who has been convicted of any
criminal offense involving dishonesty or a breach of trust or money laundering,
or has agreed to enter into a pretrial diversion or similar program in
connection with a prosecution for such offense unless the FDIC has provided
prior written consent.

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