CUSTOMER SERVICE REPRESENTATIVE

Job Description

Job Description

WHITAKER BANK

CUSTOMER SERVICE REPRESENTATIVE POSITION DESCRIPTION

SUMMARY

The position of CSR is responsible for processing all new account transactions; assisting customers in their selection of various accounts and financial services; cross-selling the Bank’s products and services; opening, maintaining and closing of all account types; performing branch clerical duties; promotes business for the Bank by maintaining good customer relations and referring customers to appropriate staff for new services, the position of CSR also is required to be fully knowledgeable and skilled in the areas of teller, vault, safe deposit and basic branch operation functions, and is required to assist in the cross-training of less experienced branch staff members.

Assures compliance with all Bank policies and procedures, as well as, all applicable state and federal banking regulations.

ESSENTIAL DUTIES

• Provides support to all assigned areas of branch operations where service or assistance is needed, including new accounts, teller, safe deposit, and other areas of basic branch operations.
• Assists consumer and business customers in their selection of various accounts, products and financial services available from the Bank; ensures cross-sell opportunities are presented by applying professional sales techniques.
• Interviews customers to obtain information; establishes proper identification of new customers; determines need and extent of reference investigation; assists customers in completing credit applications.
• Discusses, prepares and processes documents related to the Bank’s ELECTRONIC BANKING service.
• Discusses and accepts merchant card applications for submission to the BANKCARD SERVICES DEPARTMENT .
• Makes decisions regarding the opening of new accounts; assigns account numbers; completes forms requiring customer signature(s); checks credit history; accepts initial deposits; prepares all documents and items pertaining to checking accounts, savings accounts and certificates of deposit for processing.
• Operates computer terminal or personal computer to process account activity, determine balances, and resolve problems within given authority.
• May represent the Bank in various community, civic, and community reinvestment functions to further enhance the Bank’s image and develop additional business.
• Provides effective customer service by answering customer questions; investigates and corrects errors; and resolves problems or other issues.
• Issues official checks.
• Performs safe deposit duties by opening accounts, controlling access, assisting customers and processing affiliated reports.
• Receives and processes stop payment and hold orders.
• Presents funds received from customer to teller for initial deposits; determines funds availability and obtains receipt for customer.
• Processes Chex Systems, address changes, check and deposit slip orders, and endorsement stamp orders.
• Records, files, microfilms, updates information and sorts mail or reports as required.
• Gathers data and process various reports and callbacks.
• Answers telephones and directs callers to proper Bank personnel.
• Processes debit card applications, card ordering and file maintenance.
• Processes statements, renewal notices and interest payments for certificates of deposit accounts.
• May assist in opening and closing the vault daily; assists in balancing vault currency and coin.
• Cross-trains less experienced branch personnel.
• Types routine letters, reports and forms.
• Maintains files, copies and faxes documents, and orders and distributes supplies.
• Performs official notary service duties.
• Treats people with respect; keeps commitments; Inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
• You are to conduct yourself professionally and as a bank representative while at work and in public.
• Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.
• Follows policies and procedures; completes administrative tasks correctly and on time; supports the Bank’s goals and values; benefits the bank through outside activities.
• Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.

SECONDARY DUTIES

The position of CSR performs duties specific to the position and other functions as assigned.

SUPERVISORY RESPONSIBILITY

The position of CSR is not responsible for the supervision of any employee(s), however the incumbent required to assist in the cross-training of less experienced branch staff members.

ENVIRONMENT AND PHYSICAL ACTIVITY

The incumbent is in a non-confined office-type setting in which he or she is free to move about at will. The position includes driving a Bank or personal owned vehicle approximately 5% of the time which includes exposure to the outside weather elements and moving mechanical parts. It may include some minor annoyances such as noise, odors, drafts, etc.

The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 20 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.

The incumbent for this position may operate any or all of the following : telephone, cellular telephone, personal digital assistant (PDA) and / or Blackberry, copy and fax machines, adding machine (calculator), check protector, scanner and image systems, microfilm equipment, encoder, money counter, credit card terminal, typewriter, computer terminal, laptop computer, personal computer and related printers, or other equipment as directed.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

MENTAL DEMANDS

The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks and constant interruptions.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and / or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

Management reserves the right to change this position description at any time according to business needs.