Customer Service Representative

2 months ago

Defiance, Ohio, United States First Federal Bank Full time
Job Summary

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at First Federal Bank. As a key member of our retail banking team, you will be responsible for providing exceptional customer service, processing daily transactions, and identifying opportunities to cross-sell our products and services.

Key Responsibilities
  • Customer Service: Meet the needs of customers by providing accurate, personable, prompt, and efficient processing of all transactions in accordance with our customer-first approach.
  • Product Knowledge: Provide exceptional service with knowledge of all retail products and services, including our banking and financial solutions.
  • Adherence to Guidelines: Adhere to our Six-Step Experience guidelines with each customer interaction, ensuring a seamless and satisfying experience for our customers.
  • Financial Management: Maintain a balanced drawer within our customer service performance parameters, reporting any discrepancies to your supervisor as necessary.
  • Currency Management: Buy and sell currency from the vault as necessary, ensuring that teller drawer cash limits are not exceeded.
  • Check Processing: Examine checks deposited and determine proper funds availability based on regulation requirements, completing Hold Notices as necessary.
  • Issue Resolution: Assist in resolving customer issues by responding competently and consistently to both internal and external customer requests.
  • Sales and Service Opportunities: Recognize product and financial sales and service opportunities and refer to appropriate partners in our retail, commercial, wealth management, private banking, and insurance groups.
  • Customer Inquiries: Answer basic customer inquiries regarding interest rates, service charges, and account histories while complying with disclosure requirements, regulations, and consumer privacy policies.
  • Compliance and Standards: Demonstrate a positive reflection of our organization in public through your actions and behaviors, maintaining and ensuring compliance standards by complying with all bank policies and procedures.
  • Interdepartmental Coordination: Coordinate service requests with other departments, completing other duties as assigned.
Requirements
  • Education: High school graduate or equivalent.
  • Experience: Previous cash handling or customer service experience preferred.
Skills and Knowledge
  • Interpersonal and Communication Skills: Excellent interpersonal, communication, and organizational skills.
  • Professional Appearance: Professional appearance, dress, and behaviors.
  • Problem-Solving and Critical Thinking: Problem-solving, critical thinking skills, and time management skills.
  • Attention to Detail: Detail-oriented and the ability to manage multiple initiatives in a timely manner.
  • Technical Skills: Ability to operate related computer applications and business equipment.
  • Knowledge of Regulations: Knowledge of CSR policies and procedures, including various federal regulations, such as the Bank Secrecy Act, Community Reinvestment Act, Americans with Disabilities Act, Right to Financial Privacy Act, Gramm-Leach-Bliley Act, Regulation E, and teller roles and responsibilities relating to each Act.
  • Compliance with Regulations: Compliance with Bank Secrecy Act, OFAC, and USA PATRIOT Act, including accurate completion of CTR, Monetary Instrument log, and reporting of suspicious activities to your supervisor.

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