Customer service representative

Job Overview

The CSR plays a key role in originating new deposit accounts and consumer loans. Processes customer transactions, completes customer initiated account maintenance and all other tasks associated with customer requests.

Responsible for initiating, enhancing and maintaining customer relationships by providing Exceptional Service and Sensible Advice.

CSRs generally have two or more years of banking experience or professional sales experience in a service-oriented environment.

CSRs have demonstrated a high degree of initiative and mastery of bank products and systems. Able to probe for information regarding customer's needs and provide effective solutions.

Principal Accountabilities

Represent the Bank to the customer in a courteous, professional manner in face-to-face and telephone communications. Prospect new customers and develop a "book of business.

Develop and enhance customer relationships to identify cross selling and referral opportunities. Accountable for meeting deposit, sales, origination and referral goals.

Full understanding of bank processes, products, services and resources as well as banking regulations. Provide timely, efficient, and accurate service in processing transactions in accordance with all regulations, policies and procedures.

Actively protect confidentiality of customer and account information. Demonstrate Horizon Bank's commitment to the communities in which we serve through support of local organizations and events.

Duties

• Efficiently gather customer information, identify financial needs, and educate customer on products and services. Recommend products based on the customer's needs.
• Originate new deposit accounts including checking, savings, ATM / Debit Cards, money market, CDs, IRAs and commercial accounts.
• Originate and provide advice on consumer loan products including personal loans, installment loans, home equity loans and lines of credit.
• Originate business deposit accounts, associated services and refer additional products and service to Treasury Management or Business Banker.
• Process basic life events including distribution of customers' estates to beneficiaries from any deposit account. Recommend referrals to trust department when appropriate.
• Perform account maintenance on consumer and commercial deposit accounts.
• Recommend and initiate product offerings to meet customer's changing needs.
• Educate customers on digital banking services and encourage electronic banking and e-statement adoption.
• Develop long-standing relationships with customers by providing Exceptional Service and Sensible Advice through knowledge of bank products and services such as business, commercial and mortgage lending as well as trust
• Participate in all office marketing and sales projects and trust services.
• Partner with branch advisors to uncover customer needs and cross-sell opportunities.
• Seek and schedule additional sales coaching as needed for professional development.
• Effectively use risk management tools to mitigate risk and minimize exposure to loss. Report unusual activity following established procedures.
• Maintain established controls such as identification procedures, check holds, and all other pertinent verification necessary to transact business.
• Promptly address customer questions and concerns through investigation. Report to management to formulate corrective action.
• Conduct and document periodic risk reviews and run reports as needed.
• Perform all work in compliance with established regulations, policies, and established procedures.
• Maintain customer privacy and protect bank operations by keeping information private and confidential.
• Participate in ongoing skill, compliance, risk management and security training as required for the position and apply knowledge in daily
• Other duties as assigned.

Qualifications & Skills

• High school diploma or equivalent
• 2 years of experience as a Bank Teller or the equivalent combination of banking, payment processing and professional sales experience in a service-oriented environment.
• Must successfully complete consumer lending training and consistently demonstrate the required level of mastery of the lending products and processes.
• Strong sales initiative and ability to develop ongoing customer relationships.
• Present a professional image and communicate effectively with the public, co-workers, management, customers and others in a courteous, positive and professional manner.
• Ability to read, process, understand and apply written training material content to daily activity.
• Ability to follow detailed instructions and a wide range of procedures requiring sound judgement.
• Ability to perform basic mathematical computations using various business machines and / or computers.
• Must have proficient typing and computer skills.

Core Competencies

• Effective Questioning
• Prospecting and Referring
• Consultative Sales
• Results Focused
• Overcoming Objections
• Product Knowledge

Physical Requirements

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions in compliance with the Americans with Disabilities Act (ADA).

Physical Demand : Percentage of Time :

Percentage of Time :

Communicate with customers, advisors and managers regarding banking transactions and issues. Able to exchange accurate information with others.

90-100%

Able to verify authenticity of financial instruments, forms, documents and signatures. Able to verify identity of customers, vendors and service providers.

Able to observe actions of others to ensure safety and security of the facility.

90-100%

Constantly operate a computer and other office machinery such as calculator, copy machine, printer and telephone.

90-100%

Able to remain in upright stationary position at counter height of approximately 48" for long periods of time.

50-75%

Able to grasp, move and sort forms and papers.

90- 100%

Regularly move about the branch to access teller line, file cabinets, storage drawers and various office equipment, such as cash counters and printers.

75-100%

Occasionally position self to reach heights between floor and 6'.

Must be able to lift up to 50 pounds at a time.

Horizon Bank is a proud Equal Opportunity Employer Disability Veteran Employer.

Last updated : 2024-03-10