Customer Service Representative II, Retail Banking
3 weeks ago
Job Title: Customer Service Representative II, Retail Banking
Job Summary:
This position is responsible for acquiring, retaining, and expanding new and existing customer relationships. The Customer Service Representative II provides exceptional customer service by taking ownership of the customer experience from introducing the customer to HomeStreet Bank through profiling the customer, assessing their banking and borrowing needs, and recommending appropriate products based on a thorough knowledge of HomeStreet products and services.
Key Responsibilities:
- Effectively interviews and profiles new and existing customers to recommend appropriate banking products and services.
- Partners with other business lines within the Bank to identify sales opportunities and provide an outstanding customer experience.
- Opens and closes customer accounts, including checking, savings, money markets, certificates of deposit, and IRAs.
- Makes referrals to other business units for non-banking products and participates in sales programs to generate new customers.
- Maintains thorough knowledge of bank products and services and actively listens to customers, resolving difficult situations with creativity, tact, and diplomacy.
- Provides exceptional customer service, utilizing the STAR qualities, and looks for ways to pleasantly surprise customers.
- Performs daily teller services, balances cash drawers, and maintains cash over and short records within HomeStreet's compliance policy.
- Assists other CSRs in the completion of work assignments and balancing and participates in branch audit functions.
Requirements:
- Minimum of 2 years of cash handling and customer service experience, with banking experience preferred.
- Demonstrated success in cross-selling banking services and products, with strong customer relations skills and ability to communicate and work well with employees and customers.
- Excellent written and oral communication skills, with PC experience required and Word, Excel, and teller/bank software preferred.
- Must be a self-starter, dependable, and able to work within deadlines under pressure, with good judgment and ability to accept responsibility and handle confidential information.
Working Conditions:
This position requires the ability to operate teller and office equipment, including computers, adding machines, telephones, typewriters, copy machines, fax machines, electronic credit card authorization terminals, and security devices. The position also requires frequent sitting, walking, standing, bending, and reaching, with occasional lifting of up to 10 pounds of force.
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