Senior Customer Service Representative

2 weeks ago

Torrington, Connecticut, United States Torrington Savings Bank Full time
Job Overview

The Senior Customer Service Representative plays a crucial role in managing a comprehensive range of Branch Operations while ensuring exceptional customer service. This position may involve making decisions and overseeing branch activities during the temporary absence of management staff. Additionally, the Senior CSR may mentor junior team members in operational, compliance, and sales tasks.

Key Responsibilities
  • Efficiently process a variety of transactions, including:
  • Deposits, withdrawals, transfers, loan payments, issuing money orders and Treasurer's Checks, redeeming US Savings Bonds
  • Address complex customer inquiries
  • Manage cash handling and balance a cash drawer
  • Utilize, balance, and maintain the Cash Recycler (TCR)
  • Contribute to the achievement of branch goals through sales, referrals, and maintaining strong customer relationships
  • Identify customer needs and effectively promote and cross-sell products and services
  • Open all types of deposit accounts
  • Process Residential and Consumer Loan applications (NMLS Certification required)
  • Obtain Notary Public certification
  • Adhere to all regulatory requirements, including accurate completion of CTRs
  • Collaborate effectively within a team to support the successful execution of the Branch Business plan
  • Refer customers to specialized bank employees for specific issues (e.g., Mortgage Loan Originator, Commercial Loan Officer)
  • Follow established policies, procedures, and ethical standards
  • Perform additional duties as assigned
  • Balance Vault, ATM, and Branch operations
  • May serve as the designated Branch Operations leader
  • Supervise staff and manage daily branch operations
  • Assist in coaching and developing staff to enhance their customer service and operational skills.
Knowledge and Skills Required
  • Completion of at least 2 years of college or equivalent work experience
  • 2-3 years of experience in a Customer Service/Sales role
  • Prior experience in Retail Banking and knowledge of Branch Operations is preferred
  • Some supervisory experience is advantageous
  • Strong listening and communication skills
  • Ability to solve problems and make informed decisions while adhering to bank guidelines
  • Proficient in handling cash and recalling transaction details
  • Ability to follow policies and procedures accurately and seek assistance when necessary
Required Competencies
  • Customer Focus
  • Results Driven
  • Adaptability
  • Team Collaboration
  • Effective Communication
  • Composure
  • Innovation
  • Commitment to Self-Development
Work Environment

This role is situated in a dynamic office environment characterized by moderate noise levels from computers, printers, phones, and light foot traffic. The ability to concentrate without distraction is essential. The position requires sitting for approximately 70% of the workday, with some movement necessary to retrieve files. Vision acuity is required to view computer screens and read documents. The ability to lift up to 10 lbs is also necessary.

Equipment Utilized

Standard office equipment includes computers, telephones, mobile devices, and scanners.

Compliance Responsibilities

Must complete all required compliance training and adhere to applicable regulations within the scope of the position.

Information Security

Responsible for actively safeguarding the confidentiality of customer information and the bank's computer systems by:

  • Remaining vigilant and reporting any suspicious emails.
  • Engaging in training opportunities to enhance the protection of customer data.
  • Providing constructive feedback to improve the bank's security culture.

Must maintain the confidentiality of all sensitive information.

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