Customer Service Representative

6 hours ago

Salem, Oregon, United States First Insurance Group Full time

**Job Summary**

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at First Insurance Group. As a key member of our retail banking team, you will be responsible for providing exceptional customer service, processing daily transactions, and identifying opportunities to cross-sell our products and services.

**Key Responsibilities**

  • Meet the needs of customers by providing accurate, personable, prompt, and efficient processing of all transactions in accordance with our customer-first approach.
  • Provide exceptional service with knowledge of all retail products and services, including banking, insurance, and financial services.
  • Adhere to our Six-Step Experience guidelines with each customer interaction, ensuring a positive and memorable experience for every customer.
  • Maintain a balanced drawer within our customer service performance parameters, reporting any discrepancies to your supervisor as necessary.
  • Buy and sell currency from the vault as needed, ensuring that teller drawer cash limits are not exceeded.
  • Examine checks deposited and determine proper funds availability based on regulation requirements, completing Hold Notices as necessary.
  • Assist in resolving customer issues by responding competently and consistently to both internal and external customer requests.
  • Recognize product and financial sales and service opportunities and refer to appropriate partners in retail, commercial, wealth management, private banking, and First Insurance Group.
  • Answer basic customer inquiries regarding interest rates, service charges, and account histories while complying with disclosure requirements, regulations, and consumer privacy policies.
  • Demonstrate a positive reflection of the organization in public through your actions and behaviors.
  • Maintain and ensure compliance standards by complying with all bank policies and procedures.
  • Coordinate service requests with other departments.
  • Complete other duties as assigned.

**Requirements**

  • High school graduate or equivalent.
  • Previous cash handling or customer service experience preferred.
  • Excellent interpersonal, communication, and organizational skills.
  • Professional appearance, dress, and behaviors.
  • Problem-solving, critical thinking skills, and time management skills.
  • Detail-oriented and the ability to manage multiple initiatives in a timely manner.
  • Ability to operate related computer applications and business equipment.
  • Engage in completing the job-specific learning plan.
  • Knowledge of CSR policies and procedures, including various federal regulations, such as the Bank Secrecy Act, Community Reinvestment Act, Americans with Disabilities Act, Right to Financial Privacy Act, Gramm-Leach-Bliley Act, Regulation E, and teller roles and responsibilities relating to each Act.
  • Compliance with Bank Secrecy Act, OFAC, and USA PATRIOT Act, including accurate completion of CTR, Monetary Instrument log, and reporting of suspicious activities to supervisor.

**Work Environment**

This job operates in a professional office environment. Work is normally performed in a typical interior work environment that does not subject the employee to any hazardous or unpleasant elements.

**Physical Requirements**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to speak or hear, stand or sit for long periods of time, open filing cabinets, walk, stoop or bend, use hands to handle or feel, and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds, and complete tasks requiring manual dexterity. Ability to drive a vehicle for travel is required for the position.

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