Customer Service Representative

Job Title :                       Customer Service Representative (CSR)

Reports To :                  Branch Manager (BM)

FLSA Status :                 Full Time-Non-Exempt

Department :               Retail Branch

Job Function Summary :

The Customer Service Representative position is considered an entry level position into the Retail Division of the bank.  The role of a CSR is to provide quality and timely service to bank customers while processing their transactions.  The Customer Service Representative will be responsible for assessing the customer needs and cross-sell bank products enabling the branch to achieve its goals.   As a vital member of the retail team, they will assist in all aspects of the daily operations of a branch.

Engagement and Process improvement

• Assist customers with determining whether the representative can complete their banking needs. Answer questions about account types and banking products, such as CDs, money market accounts, loans, and credit cards.
• Resolve customer service issues in a professional and prompt manner. Answer customer questions about basic banking services, such as account balances and interest rates and fees. Help customers protect their accounts by reviewing suspicious activity, reversing transactions, and reissuing compromised debit and credit cards.
• Represent the Bank in various community and CRA functions to further enhance its image and develop additional business.
• Adaptability, flexibility, and ability to work branch hours, including weekends. Cover other branches, when necessary, based on business needs.
• Assist in achieving goals as described in branch’s Business Growth Plan.

Sales and financial performance

Retail operations

Skills, Knowledge & Ability :

Excellent verbal and written communication skills

Project a professional corporate image both in person and over the telephone

Strong computer skills including Microsoft Word and Excel

Ability to work independently and in a team atmosphere

Good analytical skills to assess and evaluate customer needs

Ability to work well under pressure

High degree of accuracy

Strong work ethic

Strong organizational and multi-tasking skills

Knowledge of teller and core processing programs

Knowledge or various Federal Regulations, including but not limited to, Bank Secrecy act, Community Reinvestment act, Americans Disability Act, Gramm-Leach-Bliley Act, Regulation E.

Education / Experience :

Two years prior banking experience, including head teller experience.

Prior sales experience preferred.

High School Diploma or Equivalent required; College degree preferred.

Experience with various banking equipment such as scanners, teller, and CSR terminals,

ATM and coin machine

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