Senior Customer Service Representative

Senior Customer Service Representative

The Senior Customer Service Representative is responsible for retaining existing relationships and opening new deposit accounts in accordance with branch goals. This position is responsible for promoting and cross-selling bank products and services.

Essential duties and responsibilities include :

• Opening all consumer and business accounts and services.
• Complying with all applicable regulations, policies, and procedures.
• Assessing customer needs and cross-selling appropriate products and services.
• Functioning as Teller, Teller Supervisor, or Assistant Branch Manager as needed.
• Supporting and contributing to the attainment of branch goals.
• Referring new business to company subsidiaries.
• Resolving customer concerns and ensuring effective and long-term problem resolution.
• Developing and building customer loyalty.
• Following up on referrals made by other team members.
• Assisting with loan origination and processing as needed.
• Answering customer inquiries relating to products, rates, and services.
• Providing ancillary services such as notary services.
• Responsible for tracking and monitoring all required documentation.
• Maintaining a positive, friendly, and professional attitude and appearance.
• Adhering to work schedules.
• Providing assistance to other retail staff on complex new account issues.
• Participating in community activities and events.
• Completing required BSA / AML training and other compliance training as assigned.
• Working in a constant state of alertness and in a safe manner.
• Performing any other related duties as required or assigned.

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Education and experience : knowledge of a specialized field, equivalent of four years in high school, plus night, trade extension, or correspondence school specialized training, equal to two years of college, plus 2 years related experience and / or training, or equivalent combination of education and experience.

Communication skills : ability to effectively communicate information and respond to questions in person-to-person and small group situations.

Mathematical skills : ability to calculate figures and apply concepts such as fractions, ratios, and proportions.

Critical thinking skills : ability to utilize common sense understanding to carry out instructions.

Required certificates, licenses, registrations : none.

Preferred certificates, licenses, registrations : some outside banking related courses.

Software skills required : intermediate spreadsheet, basic 10-key, payroll systems, word processing / typing.

Working conditions : periodically exposed to noise, intermittent standing, walking, occasionally pushing, carrying, or lifting; none are present to the extent of being disagreeable.

Environmental conditions : noise level in the work environment is usually moderate.

Physical activities : semi-repetitive, low physical. Continuously required to talk or hear; regularly required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms; frequently required to stoop, kneel, crouch, or crawl; must frequently lift and / or move up to 50 pounds; regularly lift and / or move up to 25 pounds. Specific vision abilities required by this job include close vision.

Additional information : demonstrated sales ability required in banking or related field; general banking product knowledge required.