Customer Service Representative

The Customer Service Representative (CSR) is responsible for assisting customers in selecting various accounts, products, and services. This role involves opening, maintaining, and closing all types of accounts, providing exceptional customer service, and ensuring accurate and timely processing of transactions.

Duties and Responsibilities

• Greet customers promptly and provide a welcoming atmosphere. Ensure that every customer feels valued and appreciated from the moment they enter the branch. Create a friendly and professional environment that encourages customer loyalty and repeat business.
• Be available to customers by carefully listening to their requests, needs, and concerns. Provide attentive and personalized service to address customer inquiries and resolve issues promptly and efficiently.
• Establish savings accounts while explaining the benefits and features such as interest rates and withdrawal limits.
• Establish checking accounts, detailing features like overdraft protection, debit card usage, and check-writing capabilities.
• Open certificates of deposit (CDs), explaining terms, interest rates, and maturity dates.
• Provide information on money market accounts, including interest rates, minimum balance requirements, and transaction limits.
• Open business accounts, detailing features such as transaction limits, business credit cards, and merchant services.
• Possess a comprehensive understanding of bank products and services. Stay informed about the bank's offerings, including savings accounts, checking accounts, loans, and credit cards. Continuously update knowledge to provide accurate and relevant information to customers.
• Identify customer needs and effectively explain relevant products to enhance customer satisfaction and meet their financial goals. Engage with customers to understand their financial needs and goals. Recommend suitable bank products and services that align with their requirements, ensuring they make informed decisions.
• Cross-sell other products in relation to the customer's current request and portfolio. Identify opportunities to offer additional products and services that complement the customer's existing accounts and financial goals.
• Follow all bank policies and procedures to ensure security and compliance. Adhere to the bank's policies and procedures to maintain a secure and compliant environment. Stay updated on any changes to regulations and procedures.
• Report any suspicious activities or transactions to the appropriate personnel. Monitor for any unusual or suspicious activities. Report concerns the relevant authorities to ensure compliance with security protocols.
• Recognize when another department could help with the customers' needs and make introductions. Collaborate with other departments to provide comprehensive solutions to customer needs.
• Carefully check details on all forms and documents for proper completion. Ensure accuracy and completeness of all paperwork to prevent errors and delays.
• Provide timely follow-up with customers when paperwork is completed in stages. Maintain communication with customers throughout the process to ensure satisfaction and address any additional needs.
• Maintain confidentiality of customer information and transactions. Protect customer privacy by ensuring that all information and transactions are kept confidential. Manage sensitive information with discretion and care.
• Correspond with attorneys on various trust documents to ensure items are processed correctly. Communicate with legal professionals to ensure accurate processing of trust-related documents.
• Assist with various other duties such as reports that support portfolio and account maintenance, customer account verification, etc. Perform additional tasks as needed to support branch operations and customer service.

• All other duties as assigned.

• High school diploma or equivalent.

• Experience in a customer service-related field is preferred.

Required Skills:

• Strong diligence and problem-solving skills.
• Ability to multi-task and prioritize tasks effectively.
• Excellent customer service skills with a focus on customer satisfaction.
• Ability to build and maintain positive relationships with customers and colleagues.
• Strong interpersonal and communication skills, both verbal and written.
• Proficiency in using computers and banking software.
• Must be able to manage confidential information with discretion.

Blackhawk Bank & Trust is a locally owned financial institution with 17 Quad City area locations. If you are looking to join a bank with deep roots in the Quad Cities, this is the opportunity for you With assets over 1.5 billion, we are confident we can provide you an environment of great opportunities to succeed. We offer a competitive wage & benefit package that includes, paid vacation, paid holidays, life insurance, medical insurance, and a generous profit-sharing retirement plan.

EOE/Minorities/Females/Vet/Disability