Customer Service Representative

JOB DESCRIPTION

JOB TITLE : Customer Service Representative

FLSA STATUS : Non - Exempt

DATE : June 2021

SAFETY SENSITIVE : No

DEPARTMENT : Customer Service

REPORTS TO : VP / Retail Banking

JOB SUMMARY

Under the supervision and guidance of the assigned manager, the Customer Service Representative (CSR) provides basic cash receipt and payment services in accordance with bank procedures, assists customers with account questions, performs customer service, such as opening new checking, savings, certificate of deposit accounts, and retirement accounts, and assisting customers with inquiries concerning bank services.

The CSR is responsible for identifying, expanding, and deepening relationships with customers in person and by phone.

ESSENTIAL DUTIES AND OTHER RESPONSIBILITIES

• Deliver consistent exceptional customer service by displaying sincere, outgoing friendliness. Smiling, acknowledging every customer, introducing yourself, making eye contact, and thanking the customer are all examples.
• Contribute to achievement of customer experience by engaging customers in conversations to determine their product needs and referring customers to the appropriate product specialists.
• Responsible for prompt and efficient customer transactions.
• Assist customers with routine inquiries regarding account balances and account information.
• Using customer focused skills, explain policies and procedures to customers as applicable.
• Maintain in-depth knowledge of products and services, including digital services and delivery options. Support customer usage of products and services that will provide the services they need in the manner most convenient for them.
• Understand and comply with bank policy, laws, regulations, and the bank's BSA / AML Program, as applicable to your job duties.

This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and / or account activity.

• Ensures that the lobby area is properly stocked with forms and supplies and has a professional appearance.
• Meets with customers to discuss personal and business banking financial needs, accurately opens new accounts, including Checking, Savings, Time Deposit, IRAs, Safe deposit boxes, and sign customers up for e-services including internet banking, bill pay and e-statement.
• Performs complete range of customer services including opening of new accounts, explaining available products and services, and gathering customer information to process new and existing accounts.
• Promotes and explains other bank products such as IRAs, certificate of deposits, debit cards and credit cards.
• Maintain a high level of cooperation and rapport with all teammates in order to ensure accurate and efficient operations and service.
• Formulate and communicate new ideas and suggestions that will improve profitability and efficiency for the bank's overall operation.
• Proactively seeks prospects for new business.
• Participates in community events, volunteer work to positively promote the bank while building relationships with customers and prospects.
• Actively refers other lines of business to appropriate specialist.
• Promote professionalism at all times.
• Exhibit exemplary attendance and punctuality.
• Comply with company policies and procedures.
• Perform other duties as assigned.

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

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

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of principles and processes for providing customer and personal services.
• Knowledge of arithmetic, algebra, and applications.
• Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data.
• The ability to talk to others to convey information effectively.
• The ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• The ability to pay close attention to details.
• Good organizational and analytical skills.
• Good interpersonal communication and computer skills.
• The ability to operate a telephone, scanner, copier, and fax machines.
• The ability to lift to twenty-five (25) pounds.
• The ability to utilize technology to solve problems.
• The ability to understand how to deliver mobile strategies to customers.
• The ability to work with different groups of people to get things done.
• The ability to communicate and develop meaningful relationships with others.

SUPERVISORY RESPONSIBILITIES AND INTERACTIONS WITH OTHERS

This position has no supervisory responsibilities. The role interacts with co-workers and customers daily.

EDUCATION, TRAINING, AND EXPERIENCE

• High school diploma or general education degree (GED) is required.
• Previous banking / teller experience and cash handling experience beneficial.
• Previous banking or teller experience and cash handling experience is a plus.

PHYSICAL DEMANDS

PHYSICAL TASK

PHYSICAL REQUIREMENTS

FREQUENCY

Sitting

Must be able to remain in a stationary position for long periods of time.

Occasionally

Standing

Must be able to remain in a vertical or upright position for long periods of time.

Constantly

Walking

Must be able to move about the work area, from one area to another to perform work duties.

Frequently

Lifting

Must be able to raise up to 25 pounds of supplies and equipment from a lower to a higher position or horizontally from position to position.

Occasionally

Reaching

Must be able to extend upper or lower extremities in an upward or downward direction to perform work tasks or other specific functions.

Frequently

Carrying

Must be able to move up to 25 pounds of supplies or other office equipment from one area to another.

Occasionally

Grasping

Must be able to apply pressure to hold an object and to complete work duties.

Constantly

Seeing

Must have visual acuity to make observations and work on a computer for long periods of time.

Constantly

Talking

Must be able to communicate verbally with customers and co-workers to exchange information, respond to questions, and solve problems.

Frequently

Hearing

Must be able to receive information through oral communication to obtain information and assist in problem-solving.

Constantly

WORKING CONDITIONS

Duties are typically performed in an office environment. The work environment is usually a well-lighted environmentally controlled indoor environment with a moderate level of noise.

However, the position may require travel to various bank locations for training or backup. Work hours may vary depending on the operational activities and required duties;

evening and weekend work may be required.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.

It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, veteran status, genetic information, or any other status protected under applicable local, state, or federal nondiscrimination laws.

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties.

The responsibilities, tasks, and duties may differ from those outlined in the job description and other duties, as assigned, may be required.

This document does not create an employment contract. Employees are employed on an "at-will" basis and may be terminated at any time.

Consistent with all federal and state disability laws, the Bank will provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause a direct threat to this individual or others in the workplace and the threat cannot be eliminated by reasonable accommodation or cause undue hardship to the organization.

The Bank provides equal employment opportunities to all applicants.

By signing below, I acknowledge that I have read and understand this job description.

Employee Signature Date