Senior Customer Service Representative

**Senior Customer Service Representative - Oak Street Branch**

**Job Title**

Senior Customer Service Representative **Job Description**

The Sr. CSR will be responsible for supervising and assist in training and coaching other CSRs and Lead CSRs in all aspects of their position. Sr. CSR is expected to lead by example in all areas of responsibility including: professionalism, promoting a positive team environment, job knowledge, sales, and customer service. The Sr. CSR is responsible for providing exceptional customer service both internally and externally and ensure the adherence by the retail team to established customer service standards. Sr. CSR will assist the Retail Branch Manager and/or Regional Retail Manager in completion of any needed disciplinary action and evaluation of retail team members. Sr. CSR will assist in branch scheduling and other aspects of the daily operations of the branch. Sr. CSR will be an expert in all teller and new accounts duties, and will complete these duties daily in order to service the customers. Sr. CSR must follow and ensure the retail team follows compliance guidelines (including BSA and AML) and completes required compliance testing. Required to follow and ensure retail team follows established Teller and New Account policies and procedures. Expected to be knowledgeable of and be a leader in cross-selling all bank products and services.

**ESSENTIAL DUTIES**

To perform this job successfully, an individual must be able to perform each of the following Essential Duties satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the Essential Duties of the position:

- Provides exceptional customer service to both internal and external customers at all times; follows established customer service program.

- Represents the Bank in a professional manner at all times.

- Maintains the privacy and confidentiality of customer information.

- Follows all established teller procedures to process deposits, cash checks, and complete savings withdrawals; process loan payments; issue cashiers checks; and process safe deposit box rental payments.

- Maintains cash drawer; and follows required cash handling guidelines including cash limits, balancing standards, and keeping the drawer locked.

- Maintains ATM and/or vault if needed, following established guidelines.

- Opens all types of deposit products including DDA, Savings, CD, IRA, and Business Accounts; opens products for all types of ownerships including Individual, Joint, Trust, Corporations, and LLC, following all established new account procedures; and follows compliance guidelines including the BSA and the AML.

- Follows appropriate compliance guidelines and ensure that Customer Service Representatives (CSR) follow compliance guidelines; completes compliance testing and ensures that CSRs complete compliance testing as required.

- Acts as a leader in sales and product knowledge; must be an expert in knowledge of teller, new accounts, compliance, and sales processes and procedures and be a leader in these areas.

- Ensures that the branch follows established security protocol, and minimizes risk to the Bank at all times (e.g., while opening and closing the Bank, utilizing dual control, customer service standards, etc.).

- Assists with customer inquiries both in person and by phone; solves customer problems at point of contact within given authority; and assists CSRs with customer issues they are unable to resolve them.

- Coaches the retail team toward branch/bank sales goals; leads retail team by example; and exemplifies teamwork to help create a positive team environment.

- Assists in training Lead CSRs and CSRs on job duties and responsibilities in conjunction with/at the direction of the supervisor.

- Completes monthly audits and reports as required.

- Completes branch administrative duties as needed (ordering supplies, sorting mail, filing, etc.).

- Various other duties as assigned.

- Able to work in a constant state of alertness and in a safe manner.

This job description and the enumerated Essential Duties are intended to provide general guidelines for job expectations and the employees ability to perform the position described. This is not intended to be an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and tasks may be assigned by the incumbents supervisor as deemed appropriate.

**SUPERVISORY RESPONSIBILITY**

The position of Senior Customer Service Representative is responsible for the supervision of employees, and carries out supervisory responsibilities in accordance with the Bank's policies and applicable laws, ensuring adherence to Equal Employment Opportunity (EEO) guidelines. Performs personnel actions, including performance appraisals, and disciplinary actions, including discharges; interviews and selects candidates for employment; supervises the daily activities of the department, including, but not limited to, effectively delegating assignments, developing work schedules and providing necessary training. Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; promotes working environment free of harassment of any type; and builds a diverse workforce and supports affirmative action.

**ENVIRONMENT AND PHYSICAL ACTIVITY**

The incumbent will spend most of the time performing this position in an office setting.

The position spends time writing, keyboarding, speaking, listening, lifting, driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.

The incumbent for this position may operate any or all of the following: telephone, copy and fax machines, adding machine (calculator), check protector, scanner and image systems, encoder, money counter, credit card terminal, computer terminal, personal computer, printers, or other equipment as directed.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**MENTAL DEMANDS**

The incumbent in this position must be able to reading and understand documents and instruments; perform detailed work; and problem solve. Incumbent must also display proficiency in customer contact, analytical reasoning, math, language, presentations, verbal and written communication. Incumbent must also be able to manage stress, multiple concurrent tasks, and constant interruptions.

**MINIMUM REQUIREMENTS**

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below 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.

* High school diploma or general education degree (GED), a minimum of three (3) years of experience in a Customer Service Representative or similar position, or the equivalent combination of education and experience.

**COMPETENCIES**

* Interpersonal skills to supervise a diverse group and to deal with the public in a professional and courteous manner.

* Excellent communication skills to be able to relay needed information to retail staff, back office departments, and management.

* Leadership experience to be able to evaluate and train retail staff.

* Intermediate skills in computer terminal and personal computer operation, host computer system, and word processing, spreadsheet and account