Customer Service Representative

Description : Job Summary :

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 :

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 :

TalkingAbility to express or exchange ideas by means of the spoken word.

HearingAbility to receive detailed information through oral communication.

SeeingAbility to view a computer screen for an extended periods of time and / or identify individuals visually.

StandingAbility to stand on feet for long periods of time.

WalkingAbility to use feet and legs to move from one place to another specifically in narrow / confined spaces.

Finger dexterityAbility to work with fingers for handling coins or other small objects and use a keyboard.

ReachingAbility to extend hand / arms in any direction to move / handle objects.

LiftingAbility 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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