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Client Service Representative

2 months ago

Victoria, Minnesota, United States Park State Bank Full time

CORE VALUES: At Park State Bank, we are committed to our core values of GROWTH, TEAMWORK, RESPONSIVENESS, TRANSPARENCY, and INNOVATION. These principles guide our actions and decisions in every aspect of our operations.

MISSION: Our mission is to provide outstanding client service, tailored banking solutions, and a welcoming community experience.

POSITION SUMMARY: The role involves delivering exceptional customer service by addressing client inquiries through various communication channels, including phone calls, emails, and online interactions. The individual will assist clients with their account requirements and offer insights into consumer and mortgage loans, as well as other banking products and services. The position may also entail basic teller responsibilities and requires flexibility to work across different locations as necessary.

PRIMARY RESPONSIBILITIES:

  1. Facilitate seamless banking experiences by promptly responding to inquiries from clients and colleagues, effectively resolving issues as they arise.
  2. Handle customer inquiries, complaints, and requests through phone, email, and online platforms, ensuring adherence to internal policies while utilizing knowledge of the bank's offerings.
  3. Guide clients in enrolling in self-service banking options such as Online Banking, Mobile Banking, and Bill Payment services, including monitoring transactions for security.
  4. Investigate and resolve client issues, escalating complex situations to the appropriate team members when necessary.
  5. Deliver personalized service to enhance customer satisfaction and loyalty, identifying client needs and promoting relevant banking products.
  6. Comply with regulatory standards and internal risk management protocols in all interactions.

SECONDARY RESPONSIBILITIES:

  • Perform additional tasks as assigned by management.

COMPETENCIES:

  • Customer Focus
  • Results Driven
  • Integrity
  • Proactive Attitude
  • Team Collaboration

SKILLS AND ABILITIES:

  • Excellent communication abilities
  • Strong customer service orientation
  • Ability to maintain confidentiality of sensitive information
  • Organized, resourceful, and capable of multitasking
  • Effective problem-solving and decision-making skills
  • Attention to detail

PERFORMANCE METRICS:

  • Achieve or surpass annual performance targets set by management
  • Ensure accurate and efficient transaction processing
  • Maintain confidentiality of customer information
  • Follow established procedures in addressing inquiries
  • Engage in ongoing training to enhance service and sales skills
  • Adhere to all relevant regulations in job performance
  • Foster positive relationships with colleagues and clients

WORKING ENVIRONMENT:

The role requires the ability to manage stressful situations and operate effectively in a fast-paced environment while maintaining composure. Strong interpersonal and organizational skills are essential, along with a passion for public interaction. Clear and pleasant communication is crucial.

Occasional extended hours may be necessary, and the ability to meet deadlines and prioritize tasks is important. The individual must possess strong analytical, communication, and interpersonal skills, capable of engaging with all levels of management and external partners. Confidentiality is paramount, given access to sensitive customer and financial information.

The position is primarily office-based, involving light physical activity, including the operation of office equipment and communication with clients and colleagues. Travel to various branches may be required, necessitating a valid driver's license and reliable transportation.

GENERAL NOTICE:

This job description is intended to provide a general overview of the responsibilities and qualifications required for the position. Other duties may be assigned as necessary.