Universal Banking Rep I

We will be hosting a hiring event at our Kearney Main branch on July 14th from 10 AM to 2 PM.

Candidates must apply on our website to be considered for an in person interview.

www.academybank.com/careers

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!

Our banks are federal contractors and/or OSHA Large Employers with vaccination policies that follow the applicable law for those designations.

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, protected veteran status, or disability.”
Summary:
The Universal Banking Representative I will engage with customers in a blended contact center
environment consisting of interactive video, web chat, secure mail and online banking
interactions. Customer interactions will be handled through direct video, phone, email, live chat
and other electronic forms of communication. The agent will toggle between video teller and
online banking interactions. The agent will work as part of a team under the direction of the
center manager and assigned team leads. The agent will be responsible for supporting
department objectives through direct customer interactions, adhering to quality standards, and
performing light administrative tasks.
A successful agent will be a customer-focused team player 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, support and
Updated 08/2020
recommending other products and services. The agent must be focused on the delivering of
exceptional customer service during each customer interaction.
Principal Accountabilities:
 Delivers Fast, Easy, and Personal customer service consistent with company’s standards
with each customer and associate interaction.
 Work as part of a team of customer-facing associates who exhibit a strong professional
and customer-focused orientation in all customer interactions.
 Provide front-line customer support through multiple service requests or inquiries
submitted through email, Secure Mail, Web Chat or other Digital Banking Channels.
 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 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, and 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.
 Maintain a personally professional and presentable appearance in all internal and external
customer interactions.
 Ethically conducts operational tasks related to protecting customer and bank assets and
related to regulatory compliance, including properly documenting account opening,
completing logs and other records to document proper procedures, obtaining and ensuring
the accuracy of all regulatory and procedural documentation.
 Protects all customer information and bank trade secrets and business records as
confidential, and follows all company policies for communication with clients, vendors
and associates
 The ability to adhere to specific quality standards, codes of conduct and professionalism.
 Be fully proficient in video teller and online banking tasks.
 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 and inquiries in accordance with bank policies and procedures.
 Maintains current knowledge and consistent compliance with regulations and bank
policies and procedures related to the position, including but not limited to Bank Secrecy
Act (BSA) and Office of Foreign Assets Control (OFAC) requirements; Employee
Updated 08/2020
Handbook policies; and Operations, Audit, and Security policies, through regular and
thorough training.
 Assist with troubleshooting and issue resolution tasks associated with Interactive Teller
Machines and liaise appropriately with center management, branch, operations, and IT
staff in problem identification and resolution.
 Perform administrative tasks as assigned.
 Work with individuals in other departments (retail branches, customer care, online
banking, and customer relations) to address Universal Teller Center customer service
issues and escalations.
 The agent 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.
 Ad hoc duties as assigned
 Regular attendance is required, working at the worksite during regular business hours
and/or assigned hours.