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Customer Support Associate

3 months ago

Brunswick, Maine, United States Maine Community Bank Full time

Job Type:
Full-time

Position Title: Customer Service Representative

Department: Retail Branch

Reports To: Branch Manager/Assistant Branch Manager

FLSA Status: Non-exempt

POSITION SUMMARY:

The Customer Service Representative plays a crucial role in effectively and courteously addressing the needs of both new and existing customers. This position involves accurately processing customer transactions, promoting Bank products and services, and maintaining precise cash and transaction records. The representative is key in fostering strong customer relationships while fulfilling various branch responsibilities to support customer and Bank objectives. This role contributes significantly to the overall sales performance of the bank. The representative will have a designated home base but may be required to travel to other branches as necessary. Upholding the highest standards of customer service and adhering to the Bank's Core Values and Service Standards is essential.

Position Expectations:

Customer Experience:

  • Deliver exceptional customer service, embodying the principle of treating customers with utmost respect.
  • Provide prompt, courteous, and efficient service to customers at various service points, including teller windows and by phone.
  • Demonstrate the ability to independently resolve routine service issues.
  • Direct customers to appropriate bank personnel for more complex problem resolution.
  • Perform additional branch duties as required to exceed customer and bank expectations.
  • Meet or surpass established performance objectives for Customer Service Representatives.
  • Utilize customer feedback mechanisms to uphold service standards.
Duties and Responsibilities:
  • Process customer deposits, withdrawals, and loan payments accurately.
  • Refer customers to relevant bank personnel as needed.
  • Cash checks and issue various financial instruments.
  • Conduct transactions in compliance with established bank policies and procedures.
  • Address inquiries regarding customer account balances and activities.
  • Maintain accurate cash balancing records.
  • Contribute to the overall sales growth of the bank by cross-selling products and services.
  • Open new consumer and business accounts.
  • Enhance customer relationships by providing tailored deposit solutions.
  • May assume supervisory responsibilities in the branch as required.
NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Perform additional duties as assigned.
General Expectations/Competencies:
  • Ability to work collaboratively as part of a team.
  • Punctuality and appropriate use of time.
  • Conduct duties in a conscientious and cooperative manner.
  • Complete required work in a timely manner with minimal errors.
  • Maintain a professional appearance and demeanor.
  • Adhere to all bank policies and procedures, including compliance and information security protocols.
  • Maintain confidentiality regarding bank operations and customer information.
  • Exhibit strong communication and interpersonal skills.
PHYSICAL REQUIREMENTS:

The physical demands described are representative of those that must be met by the incumbent to successfully perform the essential functions of this role. Reasonable accommodations may be made for individuals with disabilities.

While performing the duties of this job, the employee is regularly required to walk, sit, talk, and hear. The employee frequently stands for extended periods and uses hands and fingers to operate a standard computer keyboard and monitor. The employee may occasionally lift and/or move up to 25 pounds.
  • Must be able to spend extended periods operating a computer.
  • Must be able to sit or stand for prolonged periods while assisting customers.
  • Must be able to lift cash boxes and currency bags weighing approximately 20 pounds.
WORK ENVIRONMENT:

The work environment characteristics described are representative of those encountered while performing the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities.

Typical office conditions apply, with a usually quiet noise level. Travel to visit business customers may be required, where conditions can vary.

QUALIFICATIONS NEEDED FOR POSITION:

Experience and Skill Requirements:
  • Strong verbal and written communication skills.
  • One year of experience in sales or retail is desirable.
  • Experience in selling and cross-selling products and services.
Education Requirements:
  • High school diploma or equivalent.
Note: All requirements and skills are considered essential unless otherwise indicated. External and internal applicants, as well as position incumbents who become disabled under the Americans With Disabilities Act, must be able to perform the essential job functions either unaided or with reasonable accommodation as determined by management on a case-by-case basis. The job description is subject to change based on the needs of the employer and the requirements of the position.