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Customer Service Representative

2 months ago

Sarasota, 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 by performing banking transactions, opening new accounts, and expanding customer relationships.

Key Responsibilities:
  • Maintain and balance a cash drawer, perform ATM and assist with end-of-night balancing.
  • Receive, post, pay out funds, balance, and prove customer accounts.
  • Open new accounts for checking, savings, business accounts, IRA, etc.
  • Identify customer needs and recommend specific products and/or services by using the CNA process.
  • Expand customer relationships by making appropriate referrals, such as investments, mortgage, and commercial loans, and handle consumer loans by taking applications and assisting with processing.
  • Maintain and balance cash drawer.
  • 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, other ancillary services, and assist with opening and closing the financial center.
  • Contribute to the achievement of financial center sales/service goals by meeting/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. Successful Mystery Shop scores. Minimal 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), balances 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.

Liberty Savings Bank FSB is an Equal Employment Opportunity Employer/Minorities/Females/Veterans/Disabilities.