Customer Service Representative

About The Role

We were voted the number one bank in Helena for the 24th straight year in the Independent Record. We believe nice does matter, and our staff and leadership stands behind those words.

Valley Bank employees enjoy continuing professional development, so if you’re looking for more than just a job, begin your career with us today!

DUTIES AND RESPONSIBILITIES :

As the primary contact for most bank customers, you the Customer Service Representative (CSR) are responsible for supporting the continued development of customer relationships through providing a consistent level of exceptional service.

As a part of a team, you are the front-line liaison for all customer contact areas. While supporting customer care in both the lobby and drive-up, you will engage, actively profile, and present solutions to satisfy the complete needs of each customer while processing standard banking transactions.

You will follow through with customer issues and refer to appropriate banker for completion of sales. You will play an active role in self-development by being aware of your performance and actively requesting support or training as needed.

In addition, you will ensure compliance with regulations and audit standards as they relate to job responsibilities. The assigned work hours may vary and will include some weekends and non-traditional holidays.

CUSTOMER CARE

• Primarily responsible for exemplary customer service while consistently conducting yourself in a professional manner and treating all customers with dignity and respect.
• Responsible for developing and retaining customer relationships through active listening and profiling, using a defined process to address customer needs.
• Act promptly with regard to customer requests and follow through on commitments and obligations. Ask follow up questions to determine if customer’s needs / expectations have been met to provide a complete solution for each customer.

OPERATIONAL FUNCTIONS

• Primarily responsible for taking care of customer’s money by being accountable for each transaction with attention to detail, using a defined process to ensure that each customer will be taken care of with speed and accuracy while maintaining a balanced drawer.
• Responsible for contributing toward a quality-conscious environment for internal and external customers. Work with the branch team to accomplish the branch’s daily tasks and quality goals with consistent handling of each issue to completion.
• Proactively protect Valley Bank and its customers from counterfeit and fraudulent activity by staying current on fraud warnings and initiating discussion with customers regarding specific transactions to prevent potential loss to customers and / or Valley Bank.
• Take ownership of mistakes / problems until the issue is resolved to the customer’s satisfaction. Keep management informed and determine when it is necessary to hand over to the manager or other resources.
• Follow up with internal resources to ensure that customer issues are fully resolved and customer has been notified. Follow through with customer if needed.
• Share ideas and concerns, related to systems and process with Lead CSR. Make recommendations for possible solutions.

About You

QUALIFICATIONS :

Education and Experience :

• High School diploma or equivalent.
• At least 6 months customer service experience.

KNOWLEDGE, SKILL, ABILITY :

• Must have the ability to work under pressure
• Must be able to work quickly and accurately
• Ability to understand and follow written and oral instructions.
• Ability to communicate effectively verbally and in writing
• Some knowledge of keyboarding or computer
• Ability to establish and maintain effective working relationships with employees, other departments, and the public
• Ability to use listed toolks and equipment

WORK ENVIRONMENT : Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

PHYSICAL DEMANDS : Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.

Routinely perform work on computer for an average of 6-8 hours per day.

• Be able to lift up to fifteen pounds at times.
• Stand for long periods of time.

What We Offer

COMPENSATION & BENEFITS :

Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance, a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a 401(k) retirement savings plan, discounts on banking products and services, and paid sick, holiday, and vacation time.

Visit our website for more details!

COMPANY OVERVIEW :

We are a family of banks whose unique local presence reflects the communities we serve. We welcome the opportunity to grow and change as our customers and communities do the same.

Read our story, learn about our banks, and experience life at