Customer Service Representative

Description

This position is responsible for providing exceptional customer service regarding daily banking transactions such that customer’s banking needs are met, and expectations are exceeded. CSR will assist customers with inquiries and problem resolutions in accordance with Iowa State Bank’s policies, standards and regulations. Every transaction should be viewed as an opportunity for new business development by making the customer aware of any product or service that may be of benefit to them. In addition to one-on-one contact, customer referrals will be made on an on-going basis as an integral part of the sales process, enabling Iowa State Bank to further develop relationship banking.

Requirements

ESSENTIAL DUTIES AND RESPONSIBILITIES: Essential duties and responsibilities are intended to describe those functions that are essential to the performance of this position.  

• Handle customer transactions including but not limited to account deposits, withdrawals, loan payments, cashing checks, check deposit hold, cash advances, stop payments, gift cards, and issue Cashier’s Checks.
• Buy and sell money to other tellers and vault
• Balance drawers daily and vault money as needed with no errors 
• Complete regulatory reporting forms as needed
• Answers telephone calls to assist customers with questions or requests and/or transfer calls to appropriate personnel
• Prepare statements for mailing to customers
• Perform teller duties within the Drive-Up Window and participate in the late-night rotation schedule.
• May be asked to travel to other branch locations to assist in teller duties as needed to ensure adequate coverage.
• Accepts other responsibilities as assigned to help embrace ISB’s values

Other Duties

• Will have extensive contact with the public and conduct relationships in a manner that will enhance the overall professional image and marketing efforts of the agency and bank.
• Participate in outside civic activities that enhance the agency, bank and personal growth.

To perform the job successfully, the following competencies should be demonstrated:

• Customer Service – respond to both internal and external clients by taking ownership of customer issues and placing priority on client follow-up in a timely and courteous way.
• Communication – must be able to communicate thoughts clearly, both orally and written. Must be able to communicate effectively with co-workers and clients. Listens and gets clarification.
• Initiative and Independence – seeks out new tasks and opportunities to expand abilities and solve problems. Ask for and offers help when needed. Demonstrates enthusiasm, independence and persistence to solve problems.
• Time management – completes work and training according to established timelines. Able to prioritize to make best use of time for high priority tasks.
• Adaptability – Flexible and open to change; sees it as an opportunity.
• Technology systems – Must understand the day-to-day processes for systems as they apply to the job.  
• Teamwork – Exhibits objectivity and openness to other’s views. Gives and welcomes feedback. Contributes to a positive team spirit. Supports everyone’s efforts to succeed. Can be depended on to complete assigned tasks in an accurate and timely manner.
• Professionalism – is punctual in reporting for work. Reports hours worked and time off using current payroll system. Projects a professional image in dress, manner, communication and focus.
• Organizational Support – Follows policies and Procedures. Completes required training in advance of deadlines. Attends staff and training sessions as required. Supports organization’s goals and values. Respects diversity.
• Safety and Security – Follows opening and closing procedures as detailed in the Security program. Follows bank procedures for safety of bank, co-workers, and clients.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions. 

• While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is occasionally required to stand, walk, and sit. 
• The employee must occasionally lift and/or move up to 20 pounds. 
• The vision abilities required to perform this job include close vision. 

Noise level in the work environment is usually moderate.
Iowa State Bank is an Equal Opportunity Employer. This job description does not constitute a contract of employment; the bank may exercise its employment-at-will rights at any time.