Customer Service Rep

** Customer Service Rep (CSR) I - SR 200 & 65th, Ocala**

**Job Category****:** None **Requisition Number****:** RETAI07443 Showing 1 location **Job Details**

**Description**

****Job Description****

**Position Title:** Retail CSR (Classification I, ICT, II, IICT, III, IIICT)

**Division:** Retail/Operations

**Reports Directly To:** Assistant Manager/Sales and Service Leader

****BASIC PURPOSE:****

This position is responsible for, but not limited to, the delivery of World Class Service to new and existing customers. Will perform all customer service functions including, but not limited to, opening new accounts, cross selling banking products, referring business to CenterState subsidiaries and assisting customers with all Branch products and services. They may be cross-trained as a back up to the Tellers when necessary as well as assisting in the consumer loan application process.

****ESSENTIAL FUNCTIONS:****

This position is expected to perform the specific duties, tasks, and responsibilities as outlined below:

* Delivers World Class customer service efficiently and courteously to ensure growth and profit of their respective Branch

+ Improve customers banking experience by ensuring timely, positive, and thorough customer service

+ Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems

+ Channel complex customer complaints and challenges to the assistant branch manager, as needed

+ Open checking, savings, money market and NOW accounts both personal and business according to rules and guidelines

+ Identify needs and cross sell banking products and services in a polite and friendly tone

+ Refer prospects to Subsidiaries

+ Provide information to customers on their account status and balances

+ Assist customers with safety deposit boxes

+ Process stop payments, wire transfers, check orders and other services

+ Actively participates in HPC sales cycle

+ May perform paying and receiving teller functions

+ May assist in the application process for consumer loans

+ May open or close Branch as needed

* Ensure proper controls are maintained over all aspects of Branch operations

+ Adhere to Branch, regulatory and federal guidelines

+ Contribute to passing scores on all internal and external audits

+ Maintain individual and team compliance with all internal operations policies and procedures, including proper usage of forms and documentation

+ Ensure that customers confidential information is properly protected and only used for official purposes

+ Adhere to the confidentiality protocol of the Branch

* Achieve goals as defined by Management

+ Achieve passing score on all HPC mystery shops

+ Achieve all training goals assigned in a timely manner

+ Actively participate in HPC goals and promotions

+ Actively prospects for new customers

* Have sufficient knowledge about the banking products and services

* Suggest effective ways through which the Bank can promote its products and services and increase customer satisfaction

* Ensure that the Banks policies and procedures, code of conduct, and regulatory guidelines are strictly complied with

* Provide assistance to other employees by liaising with them through healthy and positive interactions

* Be involved in performing marketing endeavors/efforts

* Continuously update skills by participating in professional training

* Seek opportunities to improve skills through cross-training offered by the Bank

* All other tasks, responsibilities or duties, as directed by management

****OTHER SKILLS/QUALIFICATIONS:****

* Proficient with general office machines and programs to include Microsoft Office Word, Excel, Outlook, and other software that might be utilized in the department

* Ability to use the computer efficiently and the capacity to learn new software programs as they are rolled out by the Bank

* Must have good knowledge of business English, including spelling and punctuation

* Must possess basic English language skills in order to write and speak clearly, and effectively with coworkers and customers

* Must be well-organized, accurate, and attentive to detail

* Must be cooperative and willing to assist coworkers and customers on a regular basis

* Must have effective listening skills demonstrated by the ability to listen to others talk (without interruption), understand them, and then propose solutions or make contributions based on the points made by others

* Must possess excellent multi-tasking skills and be able to function well under pressure

* Must be able to remain composed under pressure and respond to customer and coworker concerns regularly

* Must have a keen eye for detail and follow instructions to the letter

* Must be patient and willing to help others in solving problems while maintaining a positive attitude at all times

****ESSENTIAL PHYSICAL DEMANDS:****

* Must be able to remain seated or work standing in a confined area on a computer for a minimum of four (4) hours each work day

* Must be able to constantly use hands and fingers to enter data through or on a computer or answer a phone throughout most of an eight (8) hour shift

* Must be able to walk frequently throughout the day to obtain supplies from other areas in the Bank and to cover for other employees, on break or on lunch

* Must be able to use hands and fingers to count money throughout each workday

* Must be able to hear and communicate with coworkers and customers throughout the day

* May need to lift up to 25 pounds one to two times a day to perform jobThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Position may require regular before/after normal business hours, or regular out-of-town travel.

****WORK ENVIRONMENT:****

* Must be able to function in a professional, business office environment and act and dress appropriately for same, consistent with the Banks grooming and dress codes

* Must demonstrate excellent interpersonal skills with customers and coworkers

* Must be willing to function as a team member

* Must be willing to demonstrate commitment to CenterState Banks mission and goals

****MINIMUM QUALIFICATIONS:****

* High School diploma or equivalent

* Successful completion of in-house training program

* Computer Literacy

* Sales experience Desired

* Banking experience

* Attentiveness to others, extensive listening and communication skills

* Works at a faster than average pace

* Sense of urgency in meeting deadlines

* Patience when dealing with public

* Attentive to details

* Socially focused

* Persuasive, selling style of communication

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed above are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

**Travel Required**

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