Dickinson Financial Corporation is a family-owned bank with a long history of service to the communities in which we do business. Our two banks, Academy Bank and Armed Forces Bank, are committed to this philosophy of service to others, as well as, creating a diverse, equitable and inclusive environment that contributes to immediate results and the long-term success of people. We recruit a diverse mix of talented people to deliver Fast, Easy, and Personal service that is welcoming to all, while having fun and doing good things along the way!

Equal Opportunity Employer/Disabled/Veterans:

Academy Bank and Armed Forces Bank provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, veteran or military status, pregnancy, genetic information, medical condition, or disability (physical or mental).

Summary:

The Universal Banking Representative II will engage in the day-to-day operations of a blended video teller and online banking team. The Representative II will work directly with customers through a video link as well as through other forms of direct electronic communication and will toggle between video teller and online banking interactions. The Representative II will work under the direction of the assigned manager and will be responsible for supporting department objectives through direct customer interactions, adhering to quality standards, assisting other team members, and participating in the training and team communications. The Representative II will also participate in process design, problem solving and improvement initiatives as directed by the assigned manager.

A successful Universal Banking Representative II will be a self-starter who is comfortable interacting with customers through video and other forms of customer-facing technology such as email and live chat in order to complete banking transactions provide customer service and support and recommending other products and services. The Universal Banking Representative II also must be able to train and assist other team members who have varying levels of banking experience while remaining focused on the delivery of exceptional customer service.

Principal Accountabilities:

• Delivers Fast, Easy, and Personal customer service consistent with company’s standards with each customer and associate interaction. Work among a team of customer-facing associates who are required to exhibit a strong professional and customer-focused orientation in all customer interactions.
• Maintain a personally professional and presentable appearance in all internal and external customer interactions.
• Support the assigned manager in the achievement of departmental goals through leading by example and adherence to quality standards, codes of conduct and professionalism.
• Be fully proficient in video teller and online banking tasks and serve in a supervisory role during evening hours, on weekend shifts and as assigned by the assigned manager.
• Engage with customers in a professional and friendly manner while providing a positive brand experience during each customer interaction.
• Process bank transactions including check cashing, withdrawals, account inquires and other transactions in accordance with bank policies and procedures.
• The representative must be able to work a schedule commensurate with Center hours of operation which may include evening and weekend shift assignments.
• Receive, process, and fulfill customer requests and product applications submitted through web forms, via email, fax, electronic support forms, and account applications, for all institutions. Representatives will work requests submitted by through the web sites, outbound sales, and from the customer care center.
• Process customer support requests and inquiries including, but not limited to: Reg E Inquires, Stop Payments, ACH inquires, Account Information. Close accounts, Password Resets etc.
• Perform all tasks necessary to establish new accounts: Perform all due diligence required for new accounts, process applications, deliver fulfillment materials and upload approved accounts.
• Perform all tasks necessary to process secured credit card collateral accounts and refer applications to the credit department for further processing.
• Assist with troubleshooting and issue resolution tasks associated with Interactive Teller Machines and liaise appropriately with branch, operations, and IT staff in problem identification and resolution.
• Contribute to the production of daily, weekly, monthly and annual reporting functions for the Universal Teller Center to satisfy operational, managerial, and ad hoc reporting needs.
• Assist with the identification, development and delivery of new / improved processes related to the Universal Teller Center, Interactive Teller Machines, Online & Mobile Banking, Customer Care, Retail Banking, and other sales and service channels to ensure new initiatives and improvements are addressed in a compliant, timely, accurate and complete manner.
• Support other departments (retail branches, customer care, online banking, and customer relations) with Universal Teller Center customer service issues and escalations.
• The Representative II must be able to work a schedule commensurate with Retail Branch and Interactive Teller Machine hours of operation which may include evening and weekend shift assignments.
• Maintain customer confidentiality.
• Additional duties as assigned.
• Regular attendance is required, working at the worksite during regular business hours and/or assigned hours.