Lead Customer Service Representative - Houston County

SUMMARY

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 :

REQUIRED EDUCATION, EXPERIENCE AND SKILLS

POSITION SPECIFIC COMPETENCIES :

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

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.