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, while following security protocol.

· Receives, posts, pays out funds, payoffs, balances, and proofs customer accounts.

· Opens new accounts for checking, savings, business accounts, IRA, etc.

· Adheres to Ask Program and customer onboarding process.

· Identifies customer needs and recommends specific products and/or services by use of CNA process.

· Expands customer relationships by making appropriate referrals. To include mortgage/consumer loans.

· Performs account research and problem solving as needed.

· Cross-trains in other areas of the financial center, such as ATM, Vault, 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 onboarding calls to existing customers and 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, new account opening, savings, DDA, Commercial DDA, CDs, IRA's, balancing ATM, Safe Deposit processing and account closing), balances at 90% or better and assist in finding outages as evidenced by management observation and balancing documentation.

· Dual control team member to open/close the financial center by following security protocol.

· 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, Reg. D, TISA, Privacy Act, BSA, etc.) as evidenced by absence of regulation violations.

· Must have completed and passed all mandatory training sessions, classroom, computer-based training 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.

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 periods 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 1year 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.

PM19

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

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