Customer Service Representative

The Customer Service Representative position is responsible for demonstrating excellent customer service in accordance with the bank’s core values. Greet and assist customers in a friendly and timely manner via telephone, email and in person. Handle daily transactions such as checking and savings deposits, withdrawals, payments, advances, purchases, balancing, etc., while ensuring a positive interaction with customers.

Have a working knowledge of bank products and services and cross sell when appropriate. The CSR is responsible for understanding the daily routines of the department and assists the Lead CSR or other management with duties as needed. Maintain a complete understanding of regulatory and compliance policies and procedures. Must be able to work flexible hours and days & responsible for fulfillment of all job accountabilities. In addition, the CSR will assist the customer in financial planning. This may include opening new deposit accounts such checking, savings, CDs, IRAs, safe deposit boxes as well as many other additional products such as debit cards, online banking, mobile banking, e-statements, direct deposit, etc.

Customer Service : 50%

• Develop and demonstrate a working knowledge of the Vertex, Synergy and Silverlake system for correct processing of transactions.
• Perform paying and receiving functions for customers. This will include taking deposits, withdrawals, and transfers from customers. Additionally, the CSR may sell prepaid Access  cards, gift cards, bank money orders and help customers with additional related services.
• Provide a high level of customer service. This includes understanding customer needs as well as understanding the bank products and services offered. Go above and beyond what the customer expects.
• Support customers with maintenance questions concerning their accounts. This will include address changes, check orders, help with reconciling checkbooks and the like.
• Support customers with additional services such as online banking, bill pay, mobile banking, e-statements, etc.,
• Process night deposits including recording items and certifying currency.
• Follow procedures for allowing access to safe deposit boxes.

Cash Handling : 25%

Business Development : 20%

Other : 5%

Competencies

Adaptability :

Able to adjust quickly to different work situations and remain composed under pressure and in stressful situations. Must embrace change and see change as an opportunity. Consider themselves as part of a larger bank team and helps build teamwork.

Customer Orientation :

Recognize and respond sensitively to the overall financial needs and priorities of the customer; recognize and take appropriate action to meet their needs; establish an effective working relationship with customers to gain their respect and loyalty. Take ownership of customer issues, placing priority on customer follow-up and striving for error free work.

Mathematical Skills :

Possess the ability to perform basic mathematical calculations. Those include the understanding of the relationships of numbers and how to perform basic calculations.

Professionalism :

Projects a positive image of the bank to all internal and external customers at all times along with the ability to work well with others. Projects a professional image in dress, manner, communication, and focus. Fiduciary responsibility for safekeeping confidential and sensitive information requires ethics and professionalism beyond reproach.

Sales Skills :

The potential to understand and effectively apply selling techniques to open, develop and close a sale; must be able to create interest in a product and actively cross-sell other products and services. Participate in bank sales campaigns and promotions.

Time and Work Management :

Ability to effectively manage one’s time to complete work according to established deadlines. The ability to prioritize tasks to make the best use of time for high priority tasks. Willingness to travel to other locations for support or training opportunities.

Education and Special Requirements :

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