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Customer Engagement Associate II

2 months ago

Gardner, Massachusetts, United States Capfed Full time

Customer Service Associate II

Job Category: Retail Operations

Requisition Number: CUSTO003004

Job Overview

As a Customer Service Associate II, you will play a crucial role in assisting clients with various account transactions, including teller services. Your expertise will help customers navigate our offerings to achieve their financial aspirations.

Key Responsibilities

  • Provide exceptional service to customers through teller transactions and account management.
  • Advise clients on products and services tailored to their financial needs.
  • Ensure accurate processing of financial transactions, maintaining a professional demeanor at all times.
  • Minimize customer wait times by delivering efficient service at the lobby, drive-thru, or via phone.

Competitive Starting Pay

Scheduled for 38 to 40 hours per week during standard branch hours.

Essential Duties

  • Execute teller transactions as per bank protocols and balance cash drawers daily.
  • Participate in vault duties, ensuring daily reconciliations are performed accurately.
  • Assist clients in opening various retail accounts and safe deposit boxes.
  • Conduct maintenance on existing accounts to ensure accuracy and compliance.
  • Utilize customer interactions to promote additional services that may benefit them.
  • Research and resolve inquiries from both external and internal customers.
  • Handle incoming calls efficiently, verifying caller identity and addressing their needs promptly.
  • Support other departments and branches with transactions as required.
  • Perform branch opening and closing tasks as assigned.
  • Engage in team efforts to meet departmental and organizational objectives.

Compliance and Safety

Adhere to all relevant laws, regulations, and bank policies. Report any unsafe practices to your supervisor or Human Resources.

Qualifications

A minimum of one to three years of experience in customer service or a related field is required, with cash handling experience preferred. A high school diploma or equivalent is necessary.

Strong interpersonal skills, including courtesy, tact, and diplomacy, are essential for this role. The ability to communicate effectively with customers, explain products clearly, and address their specific needs is critical.

Equal Opportunity Employer

Capfed is committed to providing equal employment opportunities to all individuals, including protected veterans and individuals with disabilities.