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Customer Service Representative I- Extended Hours 11am-8pm M-F
1 month ago
SUMMARY: Extended Hours 11am-8pm Monday- Friday schedule that includes some Saturday and Holidays.
The position of Branch Customer Service Representative I (CSR I) is responsible for processing all new account transactions; assisting customers in their selection of various accounts and financial services; cross-selling the Bank’s products and services; opening, maintaining and closing of all account types; performing branch clerical duties; promotes business for the Bank by maintaining good customer relations and referring customers to appropriate staff for new services. Incumbents in this position possess less than 3 years of CSR experience.
ESSENTIAL FUNCTIONS:
- Assists consumer and business customers in their selection of various accounts, products and financial services available from the Bank; ensures cross-sell opportunities are presented by applying professional sales techniques.
- Interviews customers to obtain information; establishes proper identification of new customers; determines need and extent of reference investigation.
- Performs work that affects business operations to a substantial degree by making decisions regarding the opening of new accounts; assigns account numbers; completes forms requiring customer signature(s); checks credit history; accepts initial deposits; prepares all documents and items pertaining to checking accounts, savings accounts, money markets, IRA’s and certificates of deposit for processing.
- Operates computer terminal or personal computer to process account activity, determine balances, and resolve problems within given authority.
- May represent the Bank in various community, civic, and community reinvestment functions to further enhance the Bank’s image and develop additional business.
- Provides effective customer service by answering customer questions; investigates and corrects errors; and resolves problems or other issues.
- Has authority to formulate, affect, interpret, or implement management policies and/or operating practices.
- Issues official checks, traveler’s checks and gift cards.
- Performs safe deposit duties by opening accounts, opening boxes, controlling access, assisting customers and processing affiliated reports.
- Receives and processes stop payment and hold orders.
- Performs account maintenance on a variety of accounts.
- Be familiar with all security procedures of Branch, including opening & closing, personnel safety, and Bank procedures.
- Process non-post report for manager approval, processes credit reports, wire transfers, credit card orders, address changes, check and deposit slip orders, and endorsement stamp orders.
- Records, files, updates information and sorts mail or reports as required.
- Gathers data and processes various reports.
- Review NSF & overdraft reports, and other reports as assigned.
- Answers telephones and directs callers to proper Bank personnel.
- Processes DDA lines of credit and debit card applications, card ordering and file maintenance.
- May assist in opening and closing the vault daily; assists in balancing vault currency and coin.
- Cross-trains less experienced branch personnel.
- Type’s routine letters, reports and forms.
- Maintains files, copies and faxes documents, and orders and distributes supplies.
- 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 could consist of reception or secretarial 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.
- Intermediate skills in computer terminal and personal computer operation; mainframe computer system; word processing, spreadsheet and specialty software programs.
- Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct personnel.
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.
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