Customer Service Representative

Description

Job Summary:

Provides superior service to bank customers by performing banking transactions, opening new accounts and expanding customer relationships.

Essential Functions:

• Maintains and balances a cash drawer, performs ATM and assists with end of night balancing.
• Receives, posts, pays out funds, balances and proofs customer accounts.
• Opens new accounts for checking, savings, business accounts, IRA, etc.
• Identifies customer needs and recommends specific products and/or services by use of CNA process.
• Expands customer relationships by making appropriate referrals, such as investments, mortgage and commercial loans and handling consumer loans by taking applications and assisting with processing.
• Maintains and balances cash drawer.
• Accepts and posts credit card and loan payments and payoffs.
• Performs account research and problem solving as needed.
• Cross-trains in other areas of the financial center, such as ATM, Vault, Savings Bonds, Safe Deposit, Wire Transfers, other ancillary services and assists with opening and closing financial center.
• Contributes to the achievement of financial center sales/service goals by meeting/exceeding individual goals.
• Upholds customer satisfaction by supporting external and internal customers and answering questions/requests in a timely manner.
• Maintains customer confidence and protects operations by following the Privacy Policy and keeping information confidential.
• Complies with the bank procedures and follows regulatory/operational/security guidelines.  Adheres to the Check Handling Agreement.  Successful Mystery Shop scores.  Minimal bank monetary losses.

Secondary Functions:

• Makes tele-consulting as necessary.
• Provides support by performing clerical duties, such as answering telephone, maintaining accurate records, faxing, copying and filing.
• Contributes to the team effort by performing other job-related duties as assigned.

Requirements

Standards:

• Proficient in technical processing of all phases of the CSR I position (transactions, opening/closing, new accounts opening, savings, DDA, Commercial DDA, CDs, IRA’s, balancing ATM, Safe Deposit processing), balances at 90% or better and assist in finding outages as evidenced by management observation and balancing documentation. *
• Embraces the “ASK” program and strives to achieve personal sales goals (referrals) as evidenced by sales reports and tracking forms. *
• Demonstrates proficiency with ERB process through audit of the CNA folders. *
• Demonstrates excellent customer service/sales skills both in person and on telephone as evidenced by management observation. *
• Good understanding of all areas of compliance regulations (Reg. CC, Reg. E, TISA, Privacy Act, BSA, etc.) as evidenced by absence of regulation violations.
• Must have completed and passed all mandatory training sessions, classroom, CBT and self-study as scheduled by manager within specified timelines or as classes are available.
• Answers calls within 3 rings and returns phone calls or follows up on requests and/or questions within 24-hours.
• Maintains regular attendance and punctuality as evidenced by attendance records.
• Proficient in consumer loan processing (application and basic processing) as evidenced by minimal errors reported by Consumer Lending Quality Control and management observation.

Physical Demands:

• Talking—Ability to express or exchange ideas by means of the spoken word.
• Hearing—Ability to receive detailed information through oral communication.
• Seeing—Ability to view a computer screen for an extended period of time and/or identify individuals visually.
• Standing—Ability to stand on feet for long periods of time.
• Walking—Ability to use feet and legs to move from one place to another specifically in narrow/confined spaces.
• Finger dexterity—Ability to work with fingers for handling coins or other small objects and use a keyboard.
• Reaching—Ability to extend hand/arms in any direction to move/handle objects.
• Lifting—Ability to lift and/or move up to 25 pounds.

Knowledge, Skills and Abilities:

• High school diploma or equivalent required.
• Minimum 1 year customer service or cash handling experience/skills required.
• Able to communicate with individuals at all levels, provide superior customer service, and work well with others is required.
• Able to demonstrate a professional courteous manner, present a well-groomed, business-like appearance and use proper telephone etiquette/grammar is required.
• Able to work a flexible schedule and skills in accuracy, cash handling, and math are required.
• Basic computer skills and the ability to learn industry-related software are required.

 An Equal Employment Opportunity Employer/Minorities/Females/Veterans/Disabilities 

PM19