Customer Service Representative

3 weeks ago

Valencia, California, United States Northwest LLC Full time

In this role, you will be responsible for delivering exceptional customer service by welcoming customers, efficiently processing transactions, and resolving problems. You will also provide education services and uncover financial needs for referral to the appropriate line of business. Key responsibilities include:

Key Responsibilities:
  • Achieve financial wellness activity goals, such as identifying referral opportunities and contributing to the overall office's overall sales performance goals.
  • Assist customers and visitors with questions, problem resolution, and other needs. Proactively engage with customers to understand needs and inform them of product/service features and benefits.
  • Actively engage with and greet customers and take ownership to resolve any customer issues or concerns.
  • Balance teller drawer daily and participate/assist in office meetings/huddles, operations meetings, and dual control balancing of vault, ATM, and any other device, as needed.
  • Deliver on our North(west) star experience and champion our customer's financial wellness through delivery of exceptional customer experience - both in person, over the phone, and through email communications.
  • Exceptional delivery of our 5 Culture Promises.
  • Complete educational training as assigned and self-educate using bank designed programs and applications.
  • Have general knowledge of all office systems and software, perform maintenance and possess an in-depth knowledge of bank products, services, and digital offerings.
  • Knowledge and adherence to all security and dual control processes.
  • Responsible to participate in branch opening and closing tasks as needed.
  • Protect the bank from unnecessary risk by following compliance, risk, and operational procedures.
  • Work as a team with co-workers to complete daily tasks, demonstrating respect and professionalism, being prompt, and supporting management with special requests as needed.
  • Work evening hours and weekends as scheduled, assigned, or necessary.
  • Ensure compliance with Northwest's policies and procedures, and Federal/State regulations.
  • Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency.
  • Work as part of a team.
  • Work with on-site equipment.

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