RECEPTIONIST/CUSTOMER SERVICE REPRESENTATIVE

Customer Service Representative

This position is front line in regards to customer service. Main responsibility is greeting customers and helping them with their needs and to direct them to appropriate area of the bank.

Employees Supervised: None

Basic Qualifications:

1. Strong commitment to providing exceptional customer service.

2. High School diploma or equivalency.

3. Ten key proficiency.

4. Previous computer experience.

Preferred: Previous multi-line phone handling experience

Note: Only minimum responsibilities are listed. Other responsibilities may be required as requested by management.

The position requires a thorough knowledge of all types of accounts, services and products offered and sold. The receptionist/CSR will have extensive in-person and telephone contact and is to conduct relationships in a manner that will enhance the professional, community focused and overall marketing effort of the Bank.

Position Specific Responsibilities, Duties and Competencies

1. Administration:

1. Greet all incoming customers, direct lobby traffic, and answer phone calls.
2. Resolve account issues at the request of both internal and external customers.
3. Observe and enforce all Bank policies and procedures.
4. Update deposit rates and lobby PC display.
5. Accept wires, transfers, stop payments, change of addresses; order checks, ATM and debit cards, balance checkbooks, etc.
6. Send "Thank you" notes for new accounts and as requested by management.

2. New Accounts/Sales/Service:

1. Maintain an extensive knowledge of deposits services offered by studying product information, bulletins, regulations and updates. Attend periodic training sessions and stay abreast of new procedures, marketing techniques, rules and regulations.
2. Open accounts, be CSR back-up by promoting multiple financial products and services to new and existing customers by assessing customer needs and determining which financial services can best satisfy those needs. Products include but are not limited to:

• Deposit Accounts
• Safe Deposit Boxes
• CD's/IRA's
• Trusts
• Savings Accounts
• Direct Deposit Enrollment
• ATM Cards
• Wire Transfers
• Debit/Credit Cards

1. Spot sales opportunities and cross-sell other Bank services as they arise.
2. Refer potential clients to the Investment Center.

3. Sales/Public Relations:

1. Promote the improvement of Stockman Bank through quality customer service, promotion of products; professionalism in conduct and diligent work ethic.
2. Greet all customers pleasantly and make them feel welcome and comfortable.
3. Handles transactions, questions, issues quickly and professionally.
4. Uses effective listening and observing skills to help identify and resolves customer needs.
5. Cross-sells by spotting sales opportunities and refers business consistently.
6. Keeps up to date on pricing and products.
7. Relay customer comments and or complaints to the Operations Officer immediately.