Customer Service Representative

3 days ago

Maumee, Ohio, United States First Insurance Group Full time

**Job Summary**

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

**Key Responsibilities**

• Meet the needs of customers by providing accurate, personable, prompt, and efficient processing of all transactions in accordance with our customer service standards.

• Provide exceptional service with knowledge of all retail products and services, including banking, insurance, and financial services.

• Adhere to our Six-Step Experience guidelines with each customer interaction, ensuring a positive and memorable experience for our customers.

• Maintain a balanced drawer within our customer service performance parameters, reporting any discrepancies to your supervisor as necessary.

• Buy and sell currency from the vault as necessary, ensuring that teller drawer cash limits are not exceeded.

• Examine checks deposited and determine proper funds availability based on regulation requirements and complete Hold Notices.

• Assist in resolving customer issues by responding competently and consistently to both internal and external customer requests.

• Recognize product and financial sales and service opportunities and refer to appropriate partners in retail, commercial, wealth management, private banking, and First Insurance Group.

• Answer basic customer inquiries regarding interest rates, service charges, and account histories while complying with disclosure requirements, regulations, and consumer privacy policies.

• Demonstrate a positive reflection of the organization in public through your actions and behaviors.

• Maintain and ensure compliance standards by complying with all bank policies and procedures.

• Coordinate service requests with other departments.

• Complete other duties as assigned.

**Requirements**

• High school graduate or equivalent.

• Previous cash handling or customer service experience preferred.

• Excellent interpersonal, communication, and organizational skills.

• Professional appearance, dress, and behaviors.

• Problem-solving, critical thinking skills, and time management skills.

• Detail-oriented and the ability to manage multiple initiatives in a timely manner.

• Ability to operate related computer applications and business equipment.

• Engage in completing the job-specific learning plan.

• 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 Bank Secrecy Act, OFAC, and USA PATRIOT Act, including accurate completion of CTR, Monetary Instrument log, and reporting of suspicious activities to supervisor.

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