Customer Service Representative Full-time & Part-time

Customer Service Representative I

 

Retail Banking

 

Reports to Financial Center Service Manager

EEO Code 4

Grade 6, Non-Exempt

 

Job Summary:

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

 

Essential Functions:

· 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.

 

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.

 

Standards:

· Aggressively strives to achieve personal sales goals as evidenced by sales reports and tracking forms.  *

· 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. *

· 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 processing phases) 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.