Checking Department CSR

3 weeks ago

Chicago, United States First Savings Bank of Hegewisch Full time
Job DescriptionJob Description

POSITION TITLE: Checking Department - Customer Service Representative

DEPARTMENT: Checking Department

POSITION PURPOSE

  • This role is responsible for answering incoming calls and emails from external and internal customers to answer inquiries and questions, troubleshoot problems and provide information. Responsible for handling a variety of customer service calls in a prompt and courteous manner. Resolves customer questions and problems regarding account statements, automatic transfers, completes and maintains related reports, records, and files. Minimum of twelve months computer experience required, utilizing applications in a Windows-based environment. A work environment of high-energy focused employees.


ESSENTIAL FUNCTIONS AND BASIC DUTIES

Assumes responsibility for the effective and professional completion of Customer Service Representative functions as follows:

  1. Answers telephone calls and responds to emails from external and internal customers in a prompt, courteous and professional manner.

  1. Responds to calls and emails by researching required information using available resources. Follows up with customer calls when necessary.

  1. Forwards more complex issues to Department Heads for resolution.

  1. Performs maintenance functions in the Checking Department and documents all call information according to the Bank’s standard operating procedures and completes call logs.

  1. Maintains and projects the Bank’s professional reputation.

Assumes responsibility for working relationships with area personnel and with management.


a. Keeps supervisors informed of area activities and significant issues.

b. Attends and participates in meetings as required and offers feedback on topics of discussion.

c. Keeps work area clean, secure, and well maintained.

PERFORMANCE MEASUREMENTS

1. Customer Service Representatives’ functions are efficiently, effectively and accurately performed in accordance with established policies, standards and security procedures.

2. Excellent business relations exist with customers and proper telephone etiquette. Customer inquiries are promptly and professionally addressed and resolved.

3. Accurate and complete information about Bank products and services is provided to customers.

4. Maintains productive working relationships and coordination exist with area personnel and with management. Appropriate assistance is provided to area staff as needed. Supervisors are informed of departmental activities.

5. Required reports and records with great attention to detail.

6. The Bank's professional reputation is conveyed and maintained.

QUALIFICATIONS:

EDUCATION/CERTIFICATION: High school graduate or equivalent.

REQUIRED KNOWLEDGE: General knowledge of Bank policies and procedures.

EXPERIENCE REQUIRED: At least one year of experience in customer service at a full service financial institution operations center/call center experience preferred. Bilingual in Spanish is preferred for this position.

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