Retail Customer Service Representative I- Extended Hours

SUMMARY: Extended Hours M-F 11am-8pm, Saturdays 9am-4pm, some Holidays.

The position of Retail CSR I provides for efficient and effective service to customers, prospective customers and branch personnel via inbound telephone calls, email requests, secure messages, chat or other avenues approved by the Bank. The position provides first call resolution for all retail banking inquiries, some commercial inquiries, Online Banking (Retail and basic Business), Bankcard, Mobile Deposit and Bill Pay products. Service support also includes preparing stop payments, processing telephone transfer requests, and performing routine operational duties as directed. In addition to service support for these customers, potential cross-sell opportunities should be identified and referred to the appropriate department. Incoming calls are received from customers in multiple states. This incumbent should be a customer service oriented, fast learner and able to work in a fast paced environment and handle extremely confidential information.

ESSENTIAL FUNCTIONS:

• Answers all retail and some basic commercial customer phone call inquiries including, but not limited to: account inquires; general loan inquiries; stop payment requests; address/account type changes; loan payment reversals; fee or charge reversals.
• Returns customer phone messages from after hours.
• Performs account transactions including, but not limited to: payments & transfers.
• Assists customers with Telephone Banking inquiries including, but not limited to: password resets; basic system training; and basic troubleshooting.
• Assists customers with Online Banking inquiries including, but not limited to: password resets; secure access code delivery/retrieval, basic system training; Mobile Deposit enrollment/check deposit; Bill Pay enrollment/payment processing, e-Statement enrollment, external transfers, personal financial management tools and overall troubleshooting.
• Assists customers with Debit Card inquires including, but not limited to: new/replacement/ existing card activations/PIN sets/resets and travel maintenance, card reorders, card closures, temporary card limit increases and card status research/changes resulting from Fraud Alerts or lost/stolen cards. Completes customer card transaction disputes.
• Train on new products/services as implemented in order to be knowledgeable of same for overall customer and branch support.
• Cross train on advanced products/services as needed for support of overall team needs and for potential advancement.

• Performs weekly peer recorded call reviews for quality assurance and reports results to Retail CSR Supervisor and Customer Service Manager.

• Researches and responds to secure/unsecure customer messages.
• Serves as a resource for operations, policy and procedure information to associates and customers by remaining current on all new and existing products specific to the Customer Service.
• Keeps abreast of bank-wide changes and be able to communicate the impact to customers.
• Recognize and evaluate cross-selling opportunities through customer profiles and account detail information.
• Provide, present and promote Service Excellence to all external and internal customers.
• Completes training as assigned.
• Completes annual compliance courses.
• Adheres specifically to all corporate policies and procedures. Also adheres to Federal and State regulations and laws; including, the Bank Secrecy Act and the Anti-Money Laundering Act.
• Adheres to all levels of our Service Excellence standards.
• Performs other duties as required.

GENERAL QUALIFICATIONS:

Knowledge & Experience: These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. Individual abilities may result in some deviation from these guidelines.

• High school diploma or general education degree (GED); or the equivalent combination of education and experience. Work related experience should consist of duties in a business environment. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.

• Intermediate knowledge of Bank operations, products and services; related state and federal laws and regulations, and other Bank operational policies and procedures.
• Excellent organizational and time management skills. Ability to work with minimal supervision. Ability to prioritize work and responses to customers.
• Intermediate skills in computer terminal and personal computer operation; mainframe computer system; word processing, spreadsheets, web-based programs and specialty software programs.
• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions. Application of Active Listening to effect problem solving for customer inquiries.
• Additional preferred skills include customer service, product knowledge, quality focus, problem solving, documentation skills, listening, phone skills, conflict resolution, information analysis, and multi-tasking.

Preferred Skills:

Analytical – Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs procedures as needed.

Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.

Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance.

Judgment – 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. Escalates issues to management as appropriate.

Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks.

Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Efficiency – Demonstrates accuracy and thoroughness; looks for ways to improve efficiency while balancing quality and service excellence; Applies feedback to improve performance; Monitors own work to ensure effective use of time.

Physical Demands/Work Environment: Vision, hearing, speech, dexterity, visual concentration. A valid driver’s license is required. Must have the ability to stand, walk, sit and use hands and fingers. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled. The environment is a professional office with standard office equipment.

Cognitive Requirements: Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations’ environment. Must be able to pay close attention to detail and be able to work as a member of a team. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations. Must have the ability to exercise discretion as well as appropriate judgments when necessary.

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