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Customer Service Representative

2 months ago

Syracuse, New York, United States Pathfinder Bank Full time
Job Summary

Pathfinder Bank is seeking a highly skilled Customer Service Specialist to join our team. As a key player in our Market, you will have the opportunity to make a meaningful impact on the people and businesses in our community while developing long-lasting, trusted relationships.

Key Responsibilities
  1. Deliver Exceptional Customer Experiences
  • Proactively greet customers, smile, use their name, and end each interaction by saying, "Thank you for banking with Pathfinder Bank."
  • Maintain confidentiality of all customer records and documents.
Process Retail and Commercial Transactions
  • Process a variety of retail and commercial transactions, including deposits, withdrawals, loan payments, and check cashing, in an accurate and efficient manner.
  • Assist with support work.
Promote Bank Products and Services
  • Promote the Bank's products and services and refer customers to the appropriate sales personnel.
  • Answer customers' routine banking questions; refer complex inquiries to management.
Supervise and Coach CSR Staff
  • Supervise, coach, and mentor all CSR's and assist or advise employees in the performance of their duties.
  • Oversee and process all retail banking transactions for personal and commercial customers.
Maintain Cash Supply and Vault Security
  • Maintain cash supply at each CSR station, vault, and oversee vault security and teller alarm equipment.
Ensure Compliance and Adherence
  • Ensure compliance/adherence to all policies, procedures, and federal regulations in order to attain a satisfactory or better branch audit.
Participate in Branch Incentive Program
  • Participate and assist CSR staff in identifying customer needs and matching needs with appropriate product or service, as well as making qualified referrals to other team members, including across lines of business.
Requirements
  • High school diploma or equivalent
  • 3+ years bank experience
  • ABA Supervisor Certificate completed or equivalent along with another non-required ABA Certificate (or equivalent)
  • CSR Supervisor trained and 3-6 months working shifts as supervisor on duty
  • Knowledge of basic platform duties including the ability to open accounts and process loans
  • Effective rating or higher on annual performance reviews
  • Excellent customer service and communication skills
  • Knowledgeable on CSR duties and bank policies and procedures (balancing, how to find differences, etc.)
  • Good leadership, training, and coaching skills