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Customer Support Specialist

2 months ago

Wayne, New Jersey, United States First Insurance Group Full time

Position Title: Customer Service Representative Float

Department: Retail

Position Reports to: Client Service Manager

Position Supervises: No Direct Reports

Position Summary:

Enhance the mission and sales objectives of the organization by delivering exceptional customer service, executing daily transactions, and recognizing cross-selling opportunities. Apply our Trusted Advisor strategy to engage both internal and external clients effectively.

Duties and Responsibilities:

  1. Fulfill customer needs by ensuring accurate, friendly, and efficient transaction processing aligned with our Customer First philosophy.
  2. Deliver outstanding service with comprehensive knowledge of all retail offerings.
  3. Follow the Six-Step Experience guidelines during each customer interaction.
  4. Maintain a balanced cash drawer in accordance with Customer Service Performance Parameters and report discrepancies to the supervisor.
  5. Manage currency transactions from the vault while adhering to teller cash limits.
  6. Evaluate deposited checks and determine fund availability based on regulatory standards, completing Hold Notices as necessary.
  7. Assist in resolving customer inquiries by responding competently to both internal and external requests.
  8. Identify sales and service opportunities and refer clients to appropriate departments such as Retail, Commercial, Wealth Management, and Private Banking.
  9. Address basic customer inquiries regarding interest rates, service fees, and account histories while adhering to disclosure requirements and privacy policies.
  10. Exhibit a positive representation of the organization through professional conduct.
  11. Ensure compliance with all bank policies and procedures.
  12. Coordinate service requests with other departments as needed.
  13. Perform additional duties as assigned.

Education, Certification, License and Experience:

High school diploma or equivalent is required. Previous experience in cash handling or customer service is preferred.

Skills and Knowledge:

  • Basic understanding of company operations.
  • Excellent interpersonal, communication, and organizational skills.
  • Professional appearance and demeanor.
  • Strong problem-solving, critical thinking, and time management abilities.
  • Detail-oriented with the capacity to manage multiple tasks efficiently.
  • Proficient in operating relevant computer applications and business equipment.
  • Engage in completing the job-specific learning plan.
  • Familiarity with CSR policies and federal regulations including the Bank Secrecy Act and others.
  • Compliance with the Bank Secrecy Act, OFAC, and USA PATRIOT Act.

Work Environment:

This role is conducted in a professional office setting, typically free from hazardous conditions.

Physical Requirements:

The physical demands for this position include regular speaking and hearing, standing or sitting for extended periods, and the ability to lift and move up to 25 pounds. Driving may be required for travel between locations.

Equal Opportunity Employer: First Insurance Group is an Affirmative Action and Equal Opportunity employer, considering all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or any other legally protected status.