Head Customer Service Specialist

Summary of Job Description:

Is responsible for the efficient, effective overall management of the Customer Service Specialist

line, and ensuring that the Bank’s established policies and procedures are followed. Is responsible

for securing branch reserve vault cash and maintaining appropriate cash levels. Instructs all

customer service specialists on any changes in policy and procedure. Must be able to provide

technical computer assistance on Customer Service Specialist software system and solve difficult

customer problems. Performs all Customer Service Specialist functions, as well as having the

additional knowledge and experience required of the position. Responsible for providing high

quality customer service in processing transactions and providing customers with information

concerning products and services available. Assists other Customer Service Specialists with

balancing and problem solving as required. Must have strong leadership skills, desire to grow

within organization, and be flexible in time required as a Head Customer Service Specialist. This

may include working extra hours in order to properly support the Customer Service Specialist line

and Bank operations.

Primary Duties & Responsibilities:

Staffing

• Monitors and supervises customer service specialist training to ensure appropriate

levels of job and product knowledge for new hires and all customer service specialist

staff.

• Is responsible for the scheduling and coordination of all daily customer service

specialist activities to include work schedules, lunches and balancing, to ensure the

delivery of a consistent high standard of customer service.

• Ensures that customer service specialists maintain a professional image to include

appropriate attire, proper handling of customer transactions, ensuring the

confidentiality of customers, and all operations of the customer service specialists

adhere to Bank standards.

• Conducts customer service specialist meetings regularly in order to provide

guidance, explain changes in policy or procedures in addition to providing guidance

with problems the CSS staff may have.

• Cross trains all CSS staff to ensure there are skilled individuals to support the line at

all times. In addition, is responsible for the training of a backup for the head

customer service specialist position.

• Provides sales coaching and development in order to assist customer service

specialists and provide our customers with top notch assistance. Ensures staff is

aware of all current marketing promotions.

• Diffuses and resolves conflicts immediately when needed with employees and

customers.

• Provides management with feedback on each Customer Service Specialist at the

time of Performance Evaluations and conference reports.

• Must represent the Bank in a positive and professional manner at all times.

Sales and Service

• Responsible for developing and maintaining customer and business relations

through interaction with customers and support for these customers in a proactive

manner.

• Welcomes customers by engaging them in a friendly, upbeat interaction upon

entering the branch. Engages customers in conversation while processing their

banking transactions. Uses customer name.

• Utilizes face-to-face opportunity to refer products and services that the bank offers

to the customer

• Works with Regional Branch Sales Manager and Assistant Branch Sales Managers in

developing strategic plans for meeting branch goals for loan, deposit and services

growth through customer service specialist referrals. Achieves personal goals and

assists all customer service specialists in achieving their personal goals.

• Participates in branch sponsored sales events, including customer appreciation days,

special promotions and prospecting activities, where appropriate.

• Proactively seeks internal training to ensure appropriate levels of job and product

knowledge.

• Is required to maintain a current knowledge of Lake Shore Savings’ products,

services and maintain familiarity with current promotions in order to provide

outstanding customer service to Lake Shore Savings’ customers as well as leadership

and guidance to the Customer Service Specialists.

• Proactively seeks training to learn Personal Banker duties in order to provide the

branch with support as required and also to prepare for future career advancement.

• Answers questions and solves problems for customers and customer service

specialists concerning all products and services provided by the Bank. Ensures that

follow up contact occurs within 24 hours either with final answer or update on

progress.

• Assists management with morning kick off meeting to ensure that all staff will be

Putting People First

Operations

• Works with Branch Management to ensure that all daily activities are completed in

accordance with the requirements of all internal controls as established by Bank

policy.

• Ensures that all customer service specialist employees and staff strictly adhere to

mandatory security procedures. Reports any violation or concern in a timely

manner to Branch Management and Security Officer.

• Ensures all customer service specialists complete annual training in a timely manner,

and are responsible for ensuring that their own annual training has been completed

as appropriate.

• Maintains night depository records; issues new bags and completes necessary

contract information; controls issuance of night depository keys; monitors night

depository billing.

• Ensures that customer service specialists are available to open branch 5 minutes

early and close branch 5 minutes late to ensure highest level of accessibility for

customers.

• Reviews all appropriate reports, as directed by management, including closed

accounts, safe deposit delinquency, manager reports, and daily $10,000 report.

• Maintains proper supply of vault cash; prepares cash orders weekly; verifies cash

received from Federal Reserve; monitors individual Customer Service Specialist cash

limits; maintains inventory of negotiable items used by Customer Service Specialists.

• Monitor Customer Service Specialist differences and NSF checks daily, works with

Customer Service Specialist Supervisor to conference and report necessary

differences.

• Completes Onboarding activities as assigned by management.

• Is responsible for the training and development of backup head customer service

specialist and other full time customer service specialists to ensure that the staff is

well versed in all facets of the customer service specialist, head customer service

specialist function and vault controls.

• Is responsible for ensuring that all customer service specialists routinely review

Product Manual and develop a strong working knowledge of Lake Shore Savings

products and services to ensure staff ability to assist customers.

• Is responsible for necessary cash drawer audits on a monthly basis as required by

Audit policy.

• Ensures that ATM is balanced daily

• Works with management to perform monthly alarm tests

Other

• Maintains inside and outside appearance of the branch to highest levels of

cleanliness and order

• Any other duties that may be assigned.

Skills and Abilities Required:

• A strong leadership role must be proven in prior work experience either internally or

externally.

• Potential for further development and leadership opportunities must be an

objective of this individual in succeeding in personal and professional growth.

• Candidate should have at minimum an Associate’s Degree or Bachelor’s Degree in

the field of Business, or prior success and achievement equal to 5 years of service in

the business world in a leadership position. Candidate should have a minimum of 1

to 2 years of previous teller experience.

• PC Skills, including Word, Excel and PowerPoint

• Maintain a high degree of confidentiality

• Strong interpersonal and communication skills

• Strong leadership skills and ability to work with a wide variety of individuals

(personalities).

• Strong product knowledge and Consultative selling skills

Mandatory Requirements:

• Must maintain knowledge of and ensure compliance with Bank Secrecy Act

regulations and all other regulatory, security and Bank policies and procedures.

• Must maintain a positive work atmosphere by behaving and communicating in a

manner so that a positive working relationship with customers, coworkers and

managers exist.

• Must interact professionally with other employees, board members, customers and

external vendors.

• Must act in accordance with the Lake Shore Savings Bank Code of Conduct Policy.

This job description in no way should be construed as a contract for employment. These job duties

may be subject to change at any time, due to reasonable accommodation or other reasons.

Nothing in this job description restricts management’s right to assign or reassign duties and

responsibilities to this job at any time.

“This position is responsible for delivering Lake Shore Savings Bank’s Best Service—Putting

People First—to new and existing customers, and serving Lake Shore Savings Bank’s internal

Team with equal quality.”

Maintaining and enhancing reputation is critical to any company’s future success, but this is

especially so in the financial services sector. As an employee of Lake Shore Savings Bank, you

will be held closely to the Code of Conduct policy which includes integrity in your actions.