Customer Service Center Rep

Position Summary

The Customer Service Center Representative will answer questions and address problems of the Bank's customers, as well as identify opportunities to cross sell additional services. The Representative will be responsible for opening new retail accounts as well as taking consumer and small business loan applications and applications for insurance and investments. The Representative will have extensive contact with customers and potential customers requiring tact and judgment to handle sensitive issues as well as sales opportunities.

Essential Duties and Responsibilities:

• Handles customer complaints and inquiries regarding Marquette Bank deposit accounts. Answers questions regarding service charges, overdrafts, statements, return items, balance inquiry, direct deposit, holds, phone transfer, funds availability, funds verification, interest payment information, lost/stolen checkbooks, ATM cards and Debit cards, and other miscellaneous customer questions.
• Handle mortgage and consumer loan related questions and concerns, including: auto debit inquiry, escrow information, payoff quotes, late charges, making a loan payment, payment information, and year end notices.
• Opens new retail deposit accounts.
• Completes information for consumer and small business loan applications.
• Completes information for insurance and investment services.
• Recognizes opportunities for cross-selling additional services and completes applications.
• Recognizes trends in customer issues.
• Handles customer inquiries from on-line banking.
• Assists customers with retail delivery questions, including ATM locations, telephone banking, and internet banking.
• Remains current in product knowledge, bank promotions, and system operations.

• Actively comply with all applicable laws and regulations to include the Bank Secrecy Act, the Community Reinvestment Act, and all other deposit, lending, or non-deposit service regulations; adhering to the Bank's internal policies, procedures, and risk management responsibilities contained in the Employee Handbook, the Employee Code of Conduct, and other applicable policies.

• Assumes other related duties as required.

Knowledge/Abilities/Experience and Training Required:

• High school graduate or equivalent
• Previous sales or personal banking experience preferred.
• Excellent telephone skills are required.
• Strong interpersonal skills including good oral communication, effective listening skills and quality customer service skills
• Ability to use a personal computer and computer data system.
• Ability to use a personal computer and computer data systems
• Remain current in system knowledge, product knowledge, bank promotions, and system operations
• Fluent in Spanish and English preferred

Physical Demands:

The physical demands described here are representative of those that must be met by employees in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Employee is regularly required to remain in a stationary position
• Employee may need to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Employee is regularly required to operate a computer and other office productivity machinery (i.e., a calculator, copy machine and computer printer).
• Employee may need to constantly position themselves in the office in order to retrieve files from upper and lower drawers.
• Employee in this position frequently communicates with staff and clients and must be able to exchange accurate information in these situations.
• Employee may need to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Employee specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment/Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

Marquette Bank's total rewards package, for eligible employees, will vary based on the pay type of the position and may include variable pay such as performance-based incentives, commissions, target bonus and discretionary bonus. Marquette Bank also offers health insurance, term life and disability insurance, generous time off and two retirement plans: 401(k) Salary Savings Plan and Employee Stock Ownership Plan (ESOP), as well as other perks including a FREE FunRewards checking account. Available rewards may vary by location, job level, employment status, and years of service. To learn more about our rewards package, please visit: https://emarquettebank.com/about-us/benefits.

You Belong Here. We offer an inclusive workplace to encourage, support and celebrate our diverse employees and the communities in which we work and serve. Our culture is built on a commitment to serve others. Working together, valuing each other and celebrating our uniqueness delivers a better financial future to our customers and neighbors. To learn more about our diversity and inclusion commitment, please visit: https://emarquettebank.com/about-us/diversity-and-inclusion-commitment

Marquette Bank is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

*Disclaimer: The above information on this job description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Marquette Bank retains the discretion to add duties or change the duties of this position at any time.

Equal Opportunity Employer