Lead Customer Service Representative

Accountable for the delivery of exceptional customer service through efficient managing of customer interactions and assumes a role in developing new customer relationships and enhancing existing relationships.

ESSENTIAL FUNCTIONS

• Provides courteous and professional customer service
• Recommends, explains and opens new deposit accounts for customers
• Complete all necessary product and service documentation (such as preparing signature cards inputting account information into the system, ordering checks and ATM/Debit cards) to ensure customers' needs are promptly and accurately satisfied and all security and legal requirements are met.
• Assist customers with Debit card questions
• May perform various administrative and other duties related to the operational function
• Prepares various activity reports and information as needed
• Performs other task requests as they relate to the bank and its functions
• May sign such items as certified or cashier's checks and guarantees signatures
• Opens or closes safety deposit boxes; billing for boxes; assists with inventory of deceased customer's boxes. Maintains confidentiality of customer accounts
• Handles customers' complaints related to the bank's services, explains service charges and follows through on misdirected items or errors
• Research and resolves customers problems by serving as a liaison between the customer and the appropriate bank area
• Answer inquiries and provide information on various accounts, loan balances and other banking services
• Assumes lead role in generating new customers relationship and expanding existing customers relationships
• Identifies customers' needs and provides advice and information (rates, terms, features, benefits, restrictions, fees, disclosures) to assist customers in making decisions which suit their financial situation.
• Refers customers to specialize products and services to the appropriate area and/or person
• Works closely with Deposit Operations to assist customers with Online Banking and Bill Pay questions or problems
• Originates wire transfer for customers as needed
• Handle specific customer paperwork on request
• Performs other task request by Banking Center Manager as they relate to the bank and its functions
• Ensures on-going product knowledge training and self-development

• Back up Teller line main functions on a case-by-case basis

Lead Duties:

• Support CSRs with training, updates, product and system knowledge
• Go to person for complex customer needs
• Assist with CSR staffing for your branch and other branches when needed
• Managing time and attendance for CSRs in your location, in some locations this may include backup to the Head Teller and their position; may also include other branches where assistance is needed
• Be prepared to train other CSR's and backup CSR's when requested by management
• Be available to partner with the Retail Operations Manager and Officer for special projects, product development, and other tasks which require your support
• Performs other duties as assigned

REQUIRED EDUCATION, EXPERIENCE AND SKILLS

• High School Diploma or GED required. Bachelor's degree preferred.
• CSR experience for minimum of 5 years.
• Excellent Communication and Interpersonal skills to represent the Bank in a positive way in dealing with customers and other employees
• Excellent Organizational and Time Management Skills
• Computer Literacy
• General knowledge of Bank Secrecy Act/Anti-Money Laundering Program preferred.

POSITION SPECIFIC COMPETENCIES:

• Professionalism- Represents the company with the highest standards of professionalism. Exceptional in terms of honesty, integrity, confidentiality, deportment, and dress.
• Productivity- Consistently produces a very high volume of work. Use company time and resources extremely optimally and meets schedules and deadlines.
• Attendance- The number of absences [excluding vacation and legally required leave] regardless of reason. Also includes the number of times tardy for work or returning from lunches and breaks
• Attention to Detail- Accuracy and attention to detail are exceptional. Assignments are completed carefully and in full accordance with specific instructions. Exceptional quality standards are maintained in the recording of numerical data and organizational information. Grammar, spelling, and punctuation are flawless.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

• Requires extensive contact with the public.
• Requires travel to other offices to provide assistance or attend meetings. Also, travel for seminars and training is required.
• Requires lifting of heavy coins which involves short distance movement of coin bags, which may weigh as much as 50 lbs.
• Position requires standing, stooping, kneeling, squatting and sitting. Must have ability to sit and/or stand for long periods of time.
• Receiving currency from all sources causes environment to be slightly unclean.
• Must have the ability to handle stressful situations when dealing with upset customers.
• Must be capable of operating all types of office equipment including computer, copy machine, fax and telephone.
• Lobby environment requires professional demeanor and appearance. In the instance of a major or extensive natural disaster, epidemic or pandemic occurrence, or other disruption within our footprint, it may be necessary for associates to relocate before, during or after, to ensure business continuity.

EQUIPMENT USED

Computer, telephone, fax machine, scanner, copier, printer

SUPERVISORY REQUIREMENTS: Directly responsible for managing CSR's at assigned location.

The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation can be provided to enable individuals with disabilities to perform the essential functions.

This job description is not intended to be and should not be construed as an all-inclusive list of the responsibilities, skills, or working conditions associated with the position. While this job description is intended to accurately reflect the position's activities and requirements, management reserves the right to modify, add, or remove duties and assign other duties as necessary.