Customer Care Team Representative

Culture Vision Statement: Unity Bank strives to be an innovative bank that exceeds service excellence standards.

Our culture is a caring collaborative environment where our communities and our employees matter to each of us.

Those employees that are proactive, adaptable to change, and creative will be attracted to our growing organization.

General Summary: Responsible for demonstrating service excellence in accordance with Unity’s Vision and Mission statements: Our mission is to help people achieve their dreams.

Our Vision: Be the bank that connects people: employees, customers, community .

Our core values: respect, honesty & integrity, satisfaction and enjoyment.

The Customer Care Representative is responsible for delivering exceptional internal and external customer service by listening to customers’ needs or issues and providing helpful solutions to their problems.

This includes handling inbound and outbound calls to and from customers, while effectively managing the needs of our customers.

The Customer Care Representative works collaboratively with the retail banking staff, deposit operations staff, and other bank departments to assist customers through a productive, team-oriented work environment that leads to customer service excellence.

• Answers incoming customer calls and provides accurate, satisfactory answers to their questions and concerns.
• Works with dissatisfied customers, offering patient assistance and support to de-escalate situations and provide reasonable solutions.
• Assists customers and handles their troubleshooting issues related to electronic service needs.
• Acts as the main point of contact for customers requesting assistance with non-branch transactions and newer technology such as ITM (Interactive Teller Machine) systems.
• Assists customers with online appointment scheduling.
• Supports Unity’s strong relationship banking culture through ongoing customer contact, providing quality customer service, and maintaining superior product knowledge.
• Proactively connects with customers through outreach calls to engage our customers and strengthen our relationship with them.