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Client Relations Specialist

3 months ago

Brunswick, Maine, United States Maine Community Bank Full time

Job Type:
Full-time

Position Title: Customer Service Representative

Department: Retail Branch

Reports To: Branch Manager/Assistant Branch Manager

FLSA Status: Non-exempt

POSITION SUMMARY:

The Customer Service Representative plays a vital role in effectively and courteously addressing the needs of both new and existing customers. This position involves accurately processing customer transactions, promoting Bank products and services, and maintaining precise cash and transaction records. The representative is instrumental in fostering strong customer relationships while fulfilling various branch responsibilities to support customer and bank objectives. This role contributes significantly to the overall sales performance of the bank and may require travel to different branches as necessary. The representative is committed to delivering exceptional customer service and upholding the Bank's Core Values and Service Standards.

Position Expectations:

Customer Experience:

  • Delivers the highest standard of customer service, embodying the principle of treating customers as valued partners.
  • Provides prompt, courteous, and efficient assistance to customers at the teller stations, drive-up windows, branch lobby, and via telephone.
  • Exhibits the capability to independently resolve routine service inquiries.
  • Directs customers to appropriate bank personnel for complex problem resolution.
  • Performs additional branch duties as required to surpass customer and bank expectations.
  • Aims to meet or exceed established performance objectives and standards for customer service representatives.
  • Utilizes customer feedback mechanisms to enhance service quality.
Duties and Responsibilities:
  • Handles customer deposits, withdrawals, and loan payment transactions with accuracy.
  • Refers customers to other bank staff as necessary.
  • Cashes checks and issues various financial instruments.
  • Conducts transactions in compliance with established bank policies and procedures.
  • Answers inquiries regarding customer account balances and activities.
  • Processes customer maintenance requests efficiently.
  • Facilitates customer access to safe deposit boxes when applicable.
  • Maintains a reliable cash balancing record.
  • Ensures a tidy and professional work environment.
  • Contributes to the bank's overall sales growth by cross-selling products and services tailored to customer needs.
  • Assists in opening new consumer and business accounts.
  • Strengthens customer relationships by offering optimal deposit solutions.
  • Refers retail and business loan opportunities to the appropriate personnel.
  • May take on supervisory responsibilities as needed.
NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Performs additional tasks as assigned.
General Expectations/Competencies:
  • Demonstrates teamwork and collaboration.
  • Punctuality and appropriate use of time are essential.
  • Completes tasks in a conscientious and cooperative manner.
  • Meets productivity expectations with minimal errors.
  • Maintains a professional appearance and demeanor.
  • Adheres to all bank policies and procedures, including those related to security and confidentiality.
  • Consistently treats others with respect and integrity.
  • Exhibits strong communication and interpersonal skills.
PHYSICAL REQUIREMENTS:

The physical demands outlined here are representative of those that must be met by the incumbent to successfully perform the essential functions of this role. Reasonable accommodations may be made for individuals with disabilities.

While performing the duties of this position, the employee is regularly required to walk, sit, talk, and hear. The employee frequently stands for extended periods and uses hands and fingers to operate a standard computer keyboard and monitor. Occasionally, the employee may lift and/or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, and the ability to adjust focus.
  • Must be able to operate a computer keyboard and monitor for extended periods.
  • Must be able to sit or stand for long durations while assisting customers.
  • Must be able to lift cash boxes and currency bags weighing approximately 20 pounds.
WORK ENVIRONMENT:

The work environment characteristics described here are representative of those encountered while performing the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities.

In the office, the conditions are typically quiet. The role may require visiting business customers, where conditions can vary.

QUALIFICATIONS NEEDED FOR POSITION:

Experience and Skill Requirements: The following experience and skills are essential:
  • Strong verbal and written communication abilities.
  • At least 1 year of experience in sales or retail is desirable.
  • Experience in selling and cross-selling products and services.
Education Requirements: The following education requirements are essential:
  • High school diploma or equivalent.
Note: All requirements and skills are considered essential unless otherwise indicated. External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions either unaided or with reasonable accommodation as determined by management on a case-by-case basis. The job description does not constitute an employment agreement and is subject to change based on the employer's needs.