Customer Service Representative

2 months ago

Loves Park, United States Northwest Bank of Rockford Full time
Job DescriptionJob Description

Organization Overview:

Northwest Bank opened its first office in Rockford in 1972. Our founders had a vision of providing the Rockford area with community banking services that customers could depend on. Northwest Bank of Rockford is a subsidiary bank of Foresight Financial Group, Inc.

To be a successful Team Member an individual should contribute to and promote the organization’s culture by championing the organization’s goals and mission to be a high performance community bank. A commitment to the organization’s shared values of Respect, Enthusiasm, Caring, Integrity, Teamwork, and Expertise is apparent in everyday actions, communication, and decision making process, and the Team Member actively contributes to creating a positive working environment for all Team Members.


Position Summary:

Responsible for ensuring customer transactions are handled in a prompt, professional manner.

Primary Responsibilities:

  1. Receives checks and cash for deposit, verifies amount, and examines checks for endorsements.
  2. Cashes checks and pays out money after verification of signatures and customer balances.
  3. Places holds on accounts for uncollected funds.
  4. Records and balances currency, coin, and checks in cash drawer and vault throughout shift and compare totaled amounts with data displayed on computer screen.
  5. Completes necessary tasks to open and close branch.
  6. Explains and promotes bank products and services, and refer customer to appropriate area to respond to customer needs.
  7. Exercises dual control as needed to process bank by mail transactions, night depository, and vault.
  8. May count and balance funds in ATM and balance coin machine as needed by location.
  9. Accepts all types of loan payments.
  10. Handles a variety of miscellaneous products and services, including cashier’s checks, money orders, credit card cash advances, property tax and loan payments, license stickers, gift cards, etc.
  11. Completes large currency transaction, license sticker reports and coin and currency tracking.
  12. Escorts customer to Safe Deposit Box area as needed.
  13. Completes Bankers Edge courses with passing grade by scheduled due date.
  14. Provides back-up assistance to receptionist as needed.


Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.


Competencies:

To perform the job successfully, an individual should demonstrate the following competencies. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Communicator: Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Able to read and interpret written information. Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.

Judgement/Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions. Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Teamwork: Accountable to the team, works to meet established deliverables, appreciates view of team members, respectful.

Technical: Proficiency in usage of PC/Microsoft Products and Jack Henry. Knowledge of DepositPro.


Position Performance Standards:

Meet annual sales goals.

Meet balancing and accuracy guidelines as defined by the CSR manual.

Meet referral goals as defined by the CSR manual.


Performance Weightings:

30% Competencies

70% Position Performance Standards and Personal Goals


Culture:

To be a successful Team Member an individual should contribute to and promote the organization’s culture:

  • Champions organization’s goals and mission to be a high performance community bank.
  • Commitment to the organization’s shared values of Respect, Enthusiasm, Caring, Integrity, Teamwork, and Expertise are apparent in everyday actions, communication, and decision making process.
  • Advocates shared values to create a positive working environment for all Team Members.


Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. HS Diploma or equivalent and one year customer service experienced required. Prefer 6 months to 1 year related banking experience and/or training; cash handling experience a plus.


Physical Demands and Work Environment:

This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, copy machines, filing cabinets and fax machines. The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires manual dexterity. While performing the duties of this Job, the Team Member is regularly required to sit or stand for extended periods of time.

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