Customer Service Representative

2 weeks ago

Teaneck, New Jersey, United States BOGOTA SAVINGS BANK Full time

Position Overview

The individual in this role, operating under general guidance and adhering to established protocols, is tasked with delivering outstanding customer service while supporting the overall functionality of the branch. The Universal Banker will collaborate with the Assistant and Branch Managers across all aspects of platform operations and will also aid in coordinating sales, business development, and service initiatives. Additionally, they will perform teller duties as required.



Branch Coverage Requirement

All Universal Bankers are assigned a primary branch but may be requested to assist at any of our other locations as needed. Flexibility to work at various branches is essential.

Key Responsibilities include, but are not limited to:

· Overseeing daily branch operations in accordance with established policies in the absence of the Branch Manager and/or Assistant Branch Manager.

· Ensuring high standards of Service Quality and operational efficiency:

· Providing exemplary customer service consistently while interacting with clients.

· Upholding a professional demeanor at all times.

· Continuously enhancing product knowledge to assist clients with their financial needs.

· Proposing improvements to streamline workflows as necessary.

· Addressing and resolving customer/account-related inquiries efficiently and professionally.

· Safeguarding customer confidentiality.

· Accurately identifying all new and existing customers.

· Facilitating the opening of all account products offered by the bank.

· Executing transactional services, including stop payments, deposits, withdrawals, and other related transactions, ensuring accuracy in each process.

· Engaging in Business Development:

· Actively pursuing sales through cross-selling additional products and services.

· Identifying leads and opportunities for further business during customer interactions.

· Assisting the Branch Manager in outreach efforts to local businesses and community organizations to foster Bogota's commitment to community engagement and enhance deposit growth.

· Preparing and monitoring daily reports, managing budgetary compliance, and approving transactions requiring an override.

· Adhering to and executing the Bank's BSA program, including Customer Identification Program (CIP), ChexSystems, and OFAC processing, monitoring customer activity, and completing currency transaction reports as necessary.

· Supporting the Branch Manager in maintaining a competitive focus within the branch by motivating staff to promote the bank's product offerings through effective cross-selling.

· Ensuring all branch security and control measures are implemented appropriately and effectively.

· Participating in all mandatory training sessions and meetings.

· Engaging in community involvement and local public relations activities as required.

· Assisting with branch audits.

Supervisory Duties

Directly supervises a team of three tellers. Responsibilities include training team members, planning and assigning tasks, evaluating performance, rewarding and addressing issues, and resolving conflicts.

Required Competencies

To excel in this role, candidates should demonstrate the following competencies:

Continuous Learning - Recognizes personal strengths and weaknesses; seeks constructive feedback to enhance performance; pursues ongoing training and development opportunities.

Job Knowledge - Exhibits proficiency in required skills and knowledge; demonstrates the ability to learn and apply new skills effectively.

Customer Service - Manages challenging customer interactions; responds promptly to customer needs; solicits feedback to enhance service quality.

Teamwork - Promotes a positive team environment; values and incorporates diverse perspectives; contributes to team success.

Dependability - Consistently meets attendance and punctuality standards; ensures responsibilities are managed in their absence.

Qualifications

To succeed in this position, candidates must fulfill each essential duty satisfactorily. The requirements outlined below represent the knowledge, skills, and abilities necessary for this role:

Education and Experience

A Bachelor's degree from an accredited institution; one to two years of relevant experience and/or training; or an equivalent combination of education and experience.

Language Skills

Ability to read and interpret documents such as safety rules and procedure manuals; ability to write routine reports and correspondence; ability to communicate effectively in group settings.

Mathematical Skills

Ability to perform calculations involving discounts, interest, and percentages; ability to apply basic algebra and geometry concepts.

Reasoning Ability

Ability to apply common sense to carry out detailed instructions; ability to address problems involving a few concrete variables in standardized situations.

Physical Demands

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. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to handle or feel. The employee may occasionally be required to stand and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is typically quiet.



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