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Customer Service Representative II, Retail Banking

2 months ago

Issaquah, Washington, United States HomeStreet Full time
Job Title: Customer Service Representative II, Retail Banking

Job Summary:
This position is responsible for acquiring, retaining, and expanding new and existing customer relationships. The Customer Service Representative II provides exceptional customer service by taking ownership of the customer experience from introducing the customer to HomeStreet Bank through profiling the customer, assessing their banking and borrowing needs, and recommending appropriate products based on a thorough knowledge of HomeStreet products and services.

Key Responsibilities:
• Effectively interview and profile new and existing customers to recommend appropriate banking products and services.
• Partner with other business lines within the Bank to identify sales opportunities and provide an outstanding customer experience.
• Open and close customer accounts, including checking, savings, money markets, certificates of deposit, and IRAs.
• Actively take advantage of sales opportunities, cross-selling bank products and services to new and existing customers, ensuring recommended products meet the needs of the customer.
• Participate in sales programs to generate new customers.
• Maintain thorough knowledge of bank products and services.
• Provide exceptional customer service, actively listening to customers and maintaining a friendly, positive, professional attitude.
• Resolve difficult situations with creativity, tact, and diplomacy.
• Perform daily teller services, including processing deposits, withdrawals, holds, loan payments, stop payments, telephone transfers, direct deposits, cash advances, verifications of deposit, Debit card requests, wire transfers, and other related matters.
• Balance cash drawer independently, maintain cash over and short record within HomeStreet's compliance policy.
• Participate in branch audit functions and follow HomeStreet's policies and procedures and meet regulatory requirements.

Requirements:
• Minimum of 2 years cash handling and customer service experience. Banking experience preferred.
• Some experience in opening new deposit accounts preferred.
• Demonstrated success in cross-selling banking services and products.
• Strong customer relations skills and ability to communicate and work well with employees and customers in a cooperative, positive manner.
• Excellent written and oral communication skills are required.
• PC experience required. Word, Excel, and teller/bank software preferred.
• Must be a self-starter, dependable, able to work within deadlines under pressure.
• Must possess good judgment, and the ability to accept responsibility and handle confidential information.
• Ability to work quickly and accurately, to analyze information and make decisions.
• Willingness to assume additional responsibilities/duties/projects as they arise.
• High school diploma or equivalent.
• Requires ability to operate teller and office equipment, including computers, adding machines, telephones, typewriters, copy machines, fax machines, electronic credit card authorization terminals, and security devices.
• Requires physical exertion of up to 10 pounds of force occasionally and a negligible amount of force frequently to lift, carry, push, pull, or otherwise move self or objects.
• Frequent sitting, walking, standing, bending, and reaching occasionally and for brief periods of time.

Area: Customer Service (Sales)