Lead Customer Service Specialist

2 weeks ago

Conway, Arkansas, United States Chambers Bank Full time

Senior Customer Service Representative - Chambers Bank

Position Overview

The Senior Customer Service Representative (Sr. CSR) plays a pivotal role in overseeing and mentoring fellow Customer Service Representatives (CSRs) and Lead CSRs. This position is designed for individuals who exemplify professionalism and are committed to fostering a collaborative team atmosphere. The Sr. CSR is dedicated to delivering outstanding customer service to both internal and external clients while ensuring compliance with established service standards.

Key Responsibilities

To excel in this role, the Sr. CSR must effectively manage the following responsibilities:

  • Deliver exceptional customer service consistently, adhering to the bank's service protocols.
  • Act as a professional representative of Chambers Bank at all times.
  • Safeguard the confidentiality of customer information.
  • Execute all teller functions, including processing deposits, cashing checks, and managing withdrawals.
  • Maintain accurate cash drawer operations, adhering to cash handling policies.
  • Open various deposit accounts, ensuring compliance with regulatory guidelines.
  • Lead by example in sales and product knowledge, guiding the team in these areas.
  • Ensure adherence to security protocols to mitigate risks.
  • Assist customers with inquiries and resolve issues effectively.
  • Coach and motivate the retail team towards achieving sales objectives.
  • Participate in training new team members under the guidance of management.
  • Conduct monthly audits and complete necessary reports.
  • Handle administrative tasks such as supply ordering and mail sorting.
  • Perform additional duties as assigned.

Supervisory Duties

The Sr. CSR is responsible for supervising team members, ensuring compliance with company policies and employment laws. This includes conducting performance evaluations, participating in hiring processes, and overseeing daily departmental activities.

Work Environment

This position is primarily office-based, requiring various physical activities such as writing, typing, and interacting with customers. The Sr. CSR must be capable of operating standard office equipment and managing multiple tasks efficiently.

Qualifications

To be considered for this role, candidates should possess:

  • A high school diploma or GED.
  • A minimum of three years of experience in a customer service role or a related field.

Skills and Competencies

Successful candidates will demonstrate strong interpersonal skills, effective communication abilities, and leadership experience. Proficiency in computer operations and familiarity with banking systems are essential.

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