Job Description

Detailed Job Description: Customer Service Representative / Teller

This position offers an exciting opportunity to join Atlantic Union Bankshares as a Customer Service Representative, playing a pivotal role in delivering an exceptional banking experience. You will be at the forefront of customer interaction, responsible for efficiently processing transactions, assisting existing and prospective clients, and actively contributing to the branch’s sales objectives. This role is ideal for individuals with a strong commitment to customer satisfaction, keen attention to detail, and a desire to grow within a dynamic financial institution.

Position Accountabilities

• Provide Excellent Customer Experience: Consistently deliver best-in-class service, ensuring every customer interaction is positive, professional, and helpful.
• Perform Basic Customer and Cash Transactions: Accurately and efficiently process a variety of financial transactions for customers, including deposits, withdrawals, cashing checks, transfers, and loan payments.
• Balance Cash Each Day: Meticulously manage and balance your cash drawer daily, ensuring accuracy and adherence to bank procedures.
• Identify Referral Opportunities to Contribute to Branch Goals: Proactively identify customer needs and pain points, recognizing opportunities to refer them to appropriate bank products, services, or specialists (e.g., mortgage lenders, investment advisors) to help the branch achieve its sales targets.
• Adhere to All Applicable Laws and Regulations: Strict compliance with all governing bank operations regulations, including Atlantic Union Bankshares’ BSA/AML Policy and Procedures, is mandatory to maintain the integrity and security of financial transactions and prevent financial crimes.
• Identify Risk and Escalate Concerns Through Proper Channels: Be vigilant in identifying potential risks, unusual activities, or suspicious transactions and promptly escalate them to the appropriate management or compliance teams.
• Develop and Maintain Knowledge of Bank Products, Services, Including Other Lines of Business: Continuously learn and stay updated on the full range of banking products and services offered, including those from other departments (e.g., wealth management, commercial lending), to effectively assist customers and identify referral opportunities.
• Ability to Learn and Adapt to Changing Digital Channels: Embrace and quickly learn new digital banking tools, platforms, and technologies to support customers with their digital banking needs and adapt to evolving service delivery methods.
• Other Duties as Assigned: Be prepared to undertake additional tasks and responsibilities as required by management to ensure smooth branch operations and support team objectives.

Organizational Relationship

This position operates under the direct supervision of the assigned Branch Leader, who will provide guidance, support, and performance oversight.

Position Qualifications

Education & Experience

• High School Diploma or Equivalent Required: A fundamental educational foundation is necessary for this role.
• Previous Cash Handling Experience Preferred: Prior experience with managing cash, reconciling a till, or similar financial transaction handling is a strong advantage.
• Previous Customer Service Experience Required: Demonstrated experience in a customer-facing role, with a proven track record of delivering excellent service, is essential.

Knowledge & Skills

• Excellent Customer Service Skills: A natural ability to engage with customers, listen to their needs, and provide friendly, efficient, and effective solutions.
• Excellent Oral and Written Communication Skills: Clear, concise, and professional communication abilities are crucial for interacting with customers and colleagues.
• Ability to Exercise Sound Business Judgment: The capacity to make thoughtful, informed decisions that align with bank policies and best serve customer and business interests.
• Proficient Computer Skills: Competency in using standard office software (e.g., Microsoft Office Suite) and the ability to quickly learn proprietary banking systems.
• Ability to Handle Multiple Tasks with Attention to Details: The capability to manage various responsibilities simultaneously while maintaining a high level of accuracy and thoroughness.
• Flexible, Able to Adapt to Change: A willingness to adjust to evolving business needs, policies, and procedures with a positive attitude.
• Shifts May Vary for Each Position Offering, Depending on Business Need: Flexibility in working different schedules, including potentially evenings or weekends, may be required.
• Able to Stand for Extended Periods of Time and Lift Objects up to 30 Pounds: The physical ability to perform job duties, which may include prolonged standing and occasional lifting.

Compensation and Benefits

The salary offered for this position will be determined based on various factors, including but not limited to your educational background, relevant work experience, and any applicable certifications. In addition to a competitive salary, this position is eligible to participate in either an applicable incentive compensation plan designed for this role or a discretionary profit-sharing bonus program, recognizing your contributions to the bank’s success. Comprehensive information regarding Atlantic Union Bank’s extensive benefits package can be reviewed by visiting https://www.atlanticunionbank.com/about/careers/benefits.

Equal Employment Opportunity and Workplace Policy

Atlantic Union Bank is committed to being an Equal Employment Opportunity employer, fostering an inclusive and diverse workplace where all employees are valued. We maintain a drug-free workplace to ensure a safe and productive environment for everyone.