Service Support Representative

2 weeks ago

East Hampton, New York, United States Apple Bank Full time

Position Overview

Role: Customer Service Representative

Location: Long Island, NY - East Hampton

Job Code: 2671

Openings: 1

Job Summary:

The Customer Service Representative (CSR) plays a vital role in delivering sales and service assistance within the branch. This position focuses on attracting new clients, presenting suitable banking products and services that enhance customer satisfaction, executing branch-related tasks, and managing account maintenance activities. The individual in this role is expected to conduct business with integrity, effectively communicating the features and benefits of various offerings to both current and prospective clients. The CSR is responsible for opening new accounts, processing transactions as needed, resolving customer inquiries, and fostering relationships built on trust. Recommendations for solutions will be made based on customer requirements, with referrals to licensed representatives of ABS Associates of NY, Inc. when necessary. This role emphasizes the creation of beneficial, long-term relationships by ensuring a positive customer experience, surpassing service expectations, and identifying customer needs.

Key Responsibilities:

  • Address customer service inquiries by efficiently resolving issues and providing an exceptional experience during all interactions; ensuring accuracy and timeliness in a professional manner.
  • Build, maintain, and deepen relationships with both potential and existing customers to meet team sales objectives.
  • Develop a comprehensive understanding of Apple Bank's products and services to effectively address client needs.
  • Engage in meaningful discussions with customers to ascertain their needs and provide relevant solutions.
  • Identify sales opportunities and recommend appropriate banking products and services that add value to customers.
  • Refer customers to licensed representatives of ABS Associates of NY, Inc. when necessary.
  • Accurately process monetary transactions and maintain files.
  • Communicate essential rules and regulations to customers, including information regarding FDIC protection when opening new accounts.
  • Adhere to regulatory, security, and audit procedures; comply with the Bank's Code of Conduct and operational controls to safeguard client and Bank assets.
  • Ensure compliance with all new account procedures, including CIP and BSA requirements, to protect the Bank against loss.
  • Maintain accurate records and follow up on incomplete or incorrect customer files.

Additional Responsibilities:

  • Assist in the preparation and completion of reports.
  • Occasionally perform non-CSR duties, including operating a teller window.
  • Support the training of newly hired CSRs and Universal Bankers.
  • Participate in special projects and assignments as required.
  • Assist with the opening and closing of vaults, safes, and ATMs.
  • Enhance professional knowledge by attending educational workshops and training programs.
  • Ensure the customer area of the branch is organized and adequately supplied.
  • Demonstrate willingness to be cross-trained in other branch functions.
  • Be available to work weekends and extended hours as needed.

Qualifications:

  • High School Diploma or GED required.
  • 1-2 years of experience in developing customer relationships and achieving sales goals in banking, finance, or retail customer service preferred.
  • Prior experience in building strong customer relationships.
  • General understanding of banking operations (risk, compliance, fraud, loss, etc.).
  • Cash handling experience is preferred.
  • Ability to present a confident and professional demeanor with customers.
  • Excellent listening, communication (verbal & written), and interpersonal skills.
  • Strong organizational skills and attention to detail.
  • Proficient computer skills and adaptability to evolving technology.
  • Must be available to work on Saturdays and late on Thursdays.

Additional Skills:

  • Ability to meet or exceed performance objectives.
  • Integrity and professionalism in interactions with customers and team members.
  • Sound judgment and discretion when handling confidential information.
  • Creative problem-solving abilities.

All new hires must be fully vaccinated against COVID-19 to work at Apple Bank. Reasonable accommodations will be considered for individuals with medical documentation or sincerely held religious beliefs that prevent vaccination.

Benefits: Apple Bank offers Medical/Dental, Vision, 401k, and Tuition Reimbursement to full-time employees.

Equal Opportunity Employer: We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other legally protected classes.

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