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Client Service Associate

2 months ago

Ocala, Florida, United States CenterState Bank Full time

Position Title: Customer Service Representative (Classification I, ICT, II, IICT, III, IIICT)

Division: Retail/Operations

Reports To: Assistant Manager/Sales and Service Leader

OBJECTIVE:

This role is pivotal in delivering exceptional service to both new and existing clients. Responsibilities encompass a variety of customer service functions, including the initiation of new accounts, promoting banking products, directing business to CenterState subsidiaries, and assisting clients with all branch offerings.

KEY RESPONSIBILITIES:

The incumbent is expected to execute the following duties and responsibilities:

  • Provide outstanding customer service to foster growth and profitability of the branch.
  • Enhance the customer banking experience through timely and effective service.
  • Build and maintain positive relationships with clients, addressing inquiries and resolving issues promptly.
  • Direct complex customer complaints to the assistant branch manager when necessary.
  • Facilitate the opening of checking, savings, money market, and NOW accounts in accordance with established guidelines.
  • Identify customer needs and promote banking products and services in a friendly manner.
  • Refer potential clients to subsidiaries.
  • Inform clients about their account statuses and balances.
  • Assist clients with safety deposit box inquiries.
  • Process stop payments, wire transfers, check orders, and other related services.
  • Actively engage in the HPC sales cycle.
  • May perform teller functions as needed.
  • May assist in consumer loan application processes.
  • May open or close the branch as required.

OPERATIONAL COMPLIANCE:

Ensure adherence to all operational controls and guidelines:

  • Follow branch, regulatory, and federal standards.
  • Contribute to achieving favorable scores on internal and external audits.
  • Maintain compliance with all internal policies and procedures, including proper documentation practices.
  • Safeguard customer confidentiality and ensure information is used solely for official purposes.

PERFORMANCE GOALS:

Achieve objectives set by management:

  • Meet or exceed passing scores on all HPC mystery shops.
  • Complete all assigned training goals in a timely manner.
  • Actively participate in HPC initiatives and promotions.
  • Proactively seek new customer opportunities.

KNOWLEDGE AND SKILLS:

Possess a thorough understanding of banking products and services:

  • Propose effective strategies for promoting products and enhancing customer satisfaction.
  • Ensure strict compliance with the bank's policies, procedures, and regulatory guidelines.
  • Support colleagues through positive and constructive interactions.
  • Engage in marketing efforts to promote the bank's offerings.
  • Continuously improve skills through professional development opportunities.
  • Seek cross-training opportunities within the bank.

ADDITIONAL REQUIREMENTS:

Must demonstrate proficiency with office equipment and software, including Microsoft Office Suite. Strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment are essential. Must maintain a professional demeanor and be a team player committed to the bank's mission and objectives.

MINIMUM QUALIFICATIONS:

High School diploma or equivalent, successful completion of in-house training, and computer literacy are required. Previous sales and banking experience is preferred.