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Lead Customer Service Representative

4 months ago

Glencoe, United States CorTrust Bank Full time
Job DescriptionJob Description

CORTRUST BANK
The mission of this bank is to profitably deliver high quality customer service that meets the financial needs of our community, its businesses, and its citizens. No line of financial services is beyond our charter.

CorTrust Bank is seeking a full-time Lead Customer Service Representative at our Glencoe location

It's more than just a job When you join one of the region's leading community banks, you can expect a family atmosphere committed to building outstanding teams. We believe in the overall well-being of our employees and work hard to provide the best opportunities for growth. We're proud to offer a competitive compensation package that includes perks like a 401k, Employee Stock Ownership Plan, insurance, paid time off, service awards, and community service opportunities.

As a Lead Customer Service Representative, you will support CorTrust's mission and business objectives by leading, coaching, and challenging a small team of Customer Service Representatives. The Lead CSR provides training and education through a positive learning environment to mitigate risk, ensure compliance with policy and procedure, and provide the best customer service to our clients.

Daily duties for this position:

  • Perform teller transactions such as deposits, payments, withdrawals, savings bonds, cash advances, and check cashing.
  • Train, coach, and support branch CSRs to provide a positive experience and work environment.
  • Manage branch supply and cash inventories.
  • Develop CSR schedules to ensure adequate branch coverage and work closely with other market Leads to facilitate coverage of other areas as needed.
  • Open and maintain personal, business, trust, estate, and commercial accounts and use knowledge of Bank products to help customers choose the correct account for their unique needs.
  • Open new IRA accounts and serve as the branch expert on contributions, distributions and RMDs.
  • Recommend additional Bank services with referrals to business partners when possible (CorTrust Mortgage, Wealth Management, CorInsurance, credit cards, loans).
  • Manage branch cash drawers by performing cash audits, documenting discrepancies, and maintaining records.
  • Maintain understanding of Federal banking regulations to ensure compliance; Comply with the CorTrust Teller Manual and complete required training within assigned guidelines; ensure compliance with training guidelines within CSR team.
  • Coach and train CSR team on compliance with Federal banking regulations and Bank policy and procedures.
  • Other duties per manager request.

Required skills & abilities:

  • Possesses combination of education and experience to perform primary duties and responsibilities of position.
  • Adapts easily to system, process, product, policy, and service changes.
  • Ability to reason, problem solve, and think critically while maintaining focus on customer service.
  • Demonstrates high level of integrity, personal diplomacy, and respect.
  • Ability to understand and abide by all CorTrust policies, procedures, and applicable banking regulations.
  • Knowledge of industry and area specific workflows is preferred, but not required.

CorTrust is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.