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Senior Customer Service Representative
2 months ago
ROLE SUMMARY:
Ensure optimal customer service and satisfaction while maintaining effective oversight of transaction processing. Safeguard the Bank's assets and contribute to the attainment of branch objectives.
This position reports directly to the Branch/Service Manager and has additional reporting responsibilities to the Bank Operations Officer.KEY RESPONSIBILITIES:
Provide operational assistance to the branch and support the Branch Manager/Service Manager.
Handle customer service tasks including opening new accounts, directing inquiries, and resolving issues.
Stay informed about updates to products and services.
Collaborate closely with the branch manager to address customer needs efficiently across departments.
Make daily overdraft decisions with the Branch Manager or Service Manager's approval.
Serve as the Manager on Duty in the absence of the Branch Manager or Service Manager.
Work in tandem with the Branch Manager/Service Manager to enhance CSR skill development.
Ensure adherence to audit standards by communicating requirements to staff through ongoing internal audits and implementing procedural controls and security measures.
Responsible for the completion of monthly audit certifications. Stay alert to evolving trends and regulations that may impact the Branch; act accordingly.Participate in Operations meetings as required.
Promote a positive branch image by coordinating the internal aesthetics with the Branch Manager/Service Manager.
Engage in professional banking organizations and community groups to elevate the Bank's profile and foster personal growth.Exhibit effective and positive communication with all bank personnel, fostering teamwork among staff.
Other responsibilities as assigned.
DECISION-MAKING AUTHORITY:
Implement bank policies and procedures with the Branch Manager/Service Manager's approval.
Make decisions that enhance operational efficiency within the branch.
Prioritize tasks when multiple projects are underway to maintain maximum productivity.
POSITION CONTACTS:
Supervise operations staff on a daily basis.
Maintain daily communication with the Branch Manager/Service Manager.
Regularly liaise with Administration personnel to coordinate operational procedures and personnel practices.
Engage daily with new and existing customers to provide counsel, promote services and products, and resolve issues.
QUALIFICATIONS:
High school diploma or GED required.
A minimum of one year of relevant banking experience.
SKILLS AND ABILITIES:
Proficient in making outbound calls.
Adept at resolving customer issues with effective solutions.
Capable of building strong relationships with colleagues, business partners, and management through collaboration.
Experience in cash handling, general knowledge of financial institutions, typing, ten-key calculator, and computer skills are essential.
Demonstrate accuracy, punctuality, alertness, dependability, and professionalism in appearance.
Ability to communicate knowledge and information clearly and precisely is crucial.
WORK ENVIRONMENT:
Office/business setting with a quiet atmosphere. Requires standing for extended periods, lifting (up to 35 lbs), bending, and twisting.
PHYSICAL DEMANDS:
The physical demands outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this role.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.While performing the duties of this position, the employee is often required to: sit; engage in repetitive hand motions; and communicate verbally.
Occasionally, the employee must:
stand; walk; and lift or reach with hands and arms.
Must be able to operate standard office equipment including computers, telephones, copiers, and calculators. Must be capable of performing computer work for an average of 6-8 hours daily when necessary. Must be available for extended hours or travel as required by management. Regular, reliable, and timely attendance is essential. Must be able to navigate stairs in emergency situations.
Specific vision abilities required include close visual acuity for activities such as preparing and analyzing data, transcribing, viewing computer screens, extensive reading, and visual inspection involving small parts.
COMPENSATION & BENEFITS:
Starting salary is contingent upon relevant experience and may vary based on geographic location.
We offer a comprehensive benefits package that includes medical, dental, vision, and life insurance, a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a 401(k) retirement savings plan, discounts on banking products and services, Paid Time Off (PTO), and holidays.
For more details, please visit our website.COMPANY OVERVIEW:
We are a family of banks with a unique local presence that reflects the communities we serve. We embrace the opportunity to grow and adapt alongside our customers and communities. Explore our story, learn about our banks, and experience life at Foothills Bank through our website.
We are an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable laws.
Foothills Bank does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.No Recruiters or unsolicited agency referrals, please.
