Customer Service Representative

2 weeks ago

Venice, Florida, United States Liberty Savings Bank FSB Full time
Job Summary

We are seeking a highly skilled Customer Service Representative to join our team at Liberty Savings Bank FSB. As a key member of our financial center, you will be responsible for providing exceptional service to our customers, handling banking transactions, and expanding customer relationships.

Key Responsibilities
  • Maintain and balance cash drawers, perform ATM transactions, and assist with end-of-night balancing.
  • Receive, post, and pay out funds, balance, and proof customer accounts.
  • Open new accounts for checking, savings, business accounts, IRA, and other types of accounts.
  • Identify customer needs and recommend specific products and services using the CNA process.
  • Expand customer relationships by making referrals, such as investments, mortgage, and commercial loans, and handling consumer loans by taking applications and assisting with processing.
  • Maintain and balance cash drawers.
  • Accept and post credit card and loan payments and payoffs.
  • Perform account research and problem-solving as needed.
  • Cross-train in other areas of the financial center, such as ATM, Vault, Savings Bonds, Safe Deposit, Wire Transfers, and other ancillary services, and assist with opening and closing the financial center.
  • Contribute to the achievement of financial center sales/service goals by meeting or exceeding individual goals.
  • Uphold customer satisfaction by supporting external and internal customers and answering questions/requests in a timely manner.
  • Maintain customer confidence and protect operations by following the Privacy Policy and keeping information confidential.
  • Comply with bank procedures and follow regulatory/operational/security guidelines. Adhere to the Check Handling Agreement. Achieve successful Mystery Shop scores. Minimize bank monetary losses.
Requirements
  • Proficient in technical processing of all phases of the CSR I position (transactions, opening/closing, new accounts opening, savings, DDA, Commercial DDA, CDs, IRA's, balancing ATM, Safe Deposit processing), balance at 90% or better, and assist in finding outages as evidenced by management observation and balancing documentation.
  • Embraces the ASK program and strives to achieve personal sales goals (referrals) as evidenced by sales reports and tracking forms.
  • Demonstrates proficiency with ERB process through audit of the CNA folders.
  • Demonstrates excellent customer service/sales skills both in person and on telephone as evidenced by management observation.
  • Good understanding of all areas of compliance regulations (Reg. CC, Reg. E, TISA, Privacy Act, BSA, etc.) as evidenced by absence of regulation violations.
  • Must have completed and passed all mandatory training sessions, classroom, CBT, and self-study as scheduled by manager within specified timelines or as classes are available.
  • Answers calls within 3 rings and returns phone calls or follows up on requests and/or questions within 24-hours.
  • Maintains regular attendance and punctuality as evidenced by attendance records.
  • Proficient in consumer loan processing (application and basic processing) as evidenced by minimal errors reported by Consumer Lending Quality Control and management observation.
Physical Demands
  • Talking—Ability to express or exchange ideas by means of the spoken word.
  • Hearing—Ability to receive detailed information through oral communication.
  • Seeing—Ability to view a computer screen for an extended period of time and/or identify individuals visually.
  • Standing—Ability to stand on feet for long periods of time.
  • Walking—Ability to use feet and legs to move from one place to another specifically in narrow/confined spaces.
  • Finger dexterity—Ability to work with fingers for handling coins or other small objects and use a keyboard.
  • Reaching—Ability to extend hand/arms in any direction to move/handle objects.
  • Lifting—Ability to lift and/or move up to 25 pounds.
Knowledge, Skills, and Abilities
  • High school diploma or equivalent required.
  • Minimum 1 year customer service or cash handling experience/skills required.
  • Able to communicate with individuals at all levels, provide superior customer service, and work well with others is required.
  • Able to demonstrate a professional courteous manner, present a well-groomed, business-like appearance, and use proper telephone etiquette/grammar is required.
  • Able to work a flexible schedule and skills in accuracy, cash handling, and math are required.
  • Basic computer skills and the ability to learn industry-related software are required.

An Equal Employment Opportunity Employer/Minorities/Females/Veterans/Disabilities

PM19



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