Customer Service Representative
explains, and opens new deposit accounts for customers Completes all necessary product and service documentation (such as preparing signature cards inputting account information into the system, ordering checks and ATM/Debit cards) to ensure customer needs are promptly and accurately satisfied and all security and legal requirements are met.
Assist customers with Debit card questions May perform various administrative and other duties related to the operational function Prepares various activity reports and information as needed Performs other task request by Banking Center Manager as they relate to the bank and its functions May sign such items as certified or cashier's checks and guarantees
signatures, authorizes the cashing of non-routine checks and the cashing of checks more than teller's authority Opens or closes safety deposit boxes; billing for boxes; assists with inventory of deceased customer's boxes.
Maintains confidentially of customer accounts Handles customers complaints related to the bank's services, explains service charges and follows through on misdirected items or errors Researches and resolves customers problems by serving as a liaison between the customer and the appropriate bank area Answers inquires and provides information on various accounts, loan balances and other banking services Assumes lead role in generating new customers relationship and expanding
existing customers relationships Identifies customer's needs and provides advice and information (rates, terms, features, benefits, restrictions, fees, disclosures) to assist customers in making decisions which suit their financial situation.
Refers customers to specialize products and services to the appropriate area and/or person Works closely with Electronic Banking to assist customers with Online Banking and Bill Pay questions or problems Originates wire transfer for customers as needed Assist with charge backs at manager's request Handle specific customer paperwork on request Performs other task request by Banking Center Manager as they relate to the bank and its functions Ensures on-going product knowledge training and self development Performs other duties as assigned May need to back up for Teller line as needed REQUIRED EDUCATION, EXPERIENCE AND SKILLS High School Diploma or GED Minimum customer service experience for minimum of 18 months preferred Minimum of one-year experience in New Accounts preferred Excellent Communication and Interpersonal skills to represent the Bank in a positive way in dealing with customers and other employees Excellent Organizational and Time Management Skills Computer Literacy General knowledge of Bank Secrecy Act/Anti-Money Laundering Program preferred WORKING CONDITIONS AND PHYSICAL REQUIREMENTS Requires extensive contact with the general public.
Requires travel to other offices to provide assistance or attend meetings. Also, travel for seminars and training is required. Requires lifting of heavy coins which involves short distance movement of coin bags, which may weigh as much as 50 lbs. Position requires standing, stooping, kneeling, squatting and sitting. Must have ability to sit and/or stand for long periods of time. Receives currency from all sources causes environment to be slightly unclean.
Must have the ability to handles stressful situations when dealing with upset customers. Must be capable of operating all types of office equipment including computer, copy machine, fax and telephone. Lobby environment requires professional demeanor and appearance. In the instance of a major or extensive natural disaster, epidemic or pandemic occurrence, or other disruption within our footprint, it may be necessary for associates to relocate before, during or after, to ensure business continuity. POSITION SPECIFIC COMPETENCIES Professionalism- Represents the company with the highest standards of professionalism.
Exceptional in terms of honesty, integrity, confidentiality, deportment, and dress. Productivity- Consistently produces a very high volume of work. Uses company time and resources extremely optimally, and meets schedules and deadlines. Attendance- The number of absences [excluding vacation and legally required leave] regardless of reason. Also includes the number of times tardy for work or returning from lunches and breaks Attention to Detail- Accuracy and attention to detail are exceptional. Assignments are completed carefully and in full accordance with specific instructions.
Exceptional quality standards are maintained in the recording of numerical data and organizational information. Grammar, spelling, and punctuation are flawless. EQUIPMENT USED Computer, telephone, fax machine, scanner, copier, printer SUPERVISORY REQUIREMENTS: None The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be and should not be construed as an all-inclusive list of the responsibilities, skills, or working conditions associated with the position.
While this job description is intended to accurately reflect the position's activities and requirements, management reserves the right to modify, add, or remove duties and assign other duties as necessary.
