Description

Position Title: Customer Service Representative

Department: Retail Branch

Reports To: Branch Manager/Assistant Branch Manager

FLSA Status: Non-exempt

Date Revised/Approved January 2020

POSITION SUMMARY:

The Customer Service Representative is responsible for accurately and courteously meeting new and existing customer account needs; accurately and courteously processes customer transactions; cross-selling Bank products/services; maintaining accurate cash and transaction records; helps build and maintain solid customer relationships while performing other branch duties to meet customer or Bank needs. Contributes to the overall sales growth of the bank. This position will be assigned a home base but will travel to other branches as needed. Be responsible for providing the highest level of Customer Service, and adheres to the Bank's Core Values, Service Standards and Fish Philosophy.

Position Expectations:

Customer Experience:

Provides the highest level of customer service, demonstrating "treating customers like owners."
Provides prompt, courteous and efficient service to branch customers at the teller and drive-up windows, branch lobby and by telephone.
Demonstrates ability to handle routine service issues independently.
Refers customers to the appropriate bank personnel for more advanced problem resolution.
Performs other branch duties as required in order to exceed customer and bank expectations.
Meets or exceed established objectives and standards for CSR performance.
Utilizes Customer Feedback process to support Service Standards

Duties and Responsibilities:

Processes customer deposit, withdrawal and loan payment transactions.
Refers customers to other bank personnel as appropriate.
Cashes checks.
Issues money orders, cashier's checks, gift cards and travelers checks.
Issues or redeems savings bonds.
Conducts transactions accurately and in compliance with established bank policies and procedures.
Utilize all system access and tools as expected
Answers inquiries related to customer account balances and account activity.
Accepts and processes customer file maintenance requests
Provides customers access to safe deposit boxes when applicable.
Maintains acceptable cash balancing record.
Maintains work area and surrounding areas in good order.
Contributes to the overall sales growth of the bank.
Cross-sell additional products and services to customer by matching them to customer needs at every opportunity.
Open new consumer and business accounts
Deepen customer relationships by providing the best deposit solutions for our customers.
Referring retail and business loan opportunities to the appropriate staff
May assume Branch supervisor responsibilities as needed

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:

Performs additional duties as assigned.

General Expectations/Competencies:

Demonstrated ability to work as part of a team.
Be punctual for scheduled work and use time appropriately.
Perform duties in a conscientious, cooperative manner.
Perform required amount of work in a timely fashion with a minimum of errors.
Be neat and maintain a professional appearance.
Comply with all bank policies and procedures, including BSA and Information Security policies.
Maintain confidentiality and protect the Bank by keeping information concerning Bank operations and customer information confidential.
Able to consistently treat others with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
Must have proven communication and interpersonal skills.

PHYSICAL REQUIREMENTS:

The physical requirements described here are representative of those that must be met by the Incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to walk, sit and talk and hear. The employee is frequently required to stand for extended periods of time, and use hands and fingers extensively to operate a standard computer keyboard and working at a computer monitor. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, and the ability to adjust focus.

Must be able to spend extended periods of time operating a computer keyboard and working at a computer monitor.
Must be able to sit or stand for extended periods of time while waiting on customers.
Must be able to lift cash boxes and currency/cash bags of approximately 20 pounds.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those the incumbent encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

When in the office, usual office conditions. Noise level is usually quiet. Required to visit business customers and prospects at their places of business, where conditions could vary.

Travel in one's own automobile or with others is required.

QUALIFICATIONS NEEDED FOR POSITION:

Experience and Skill Requirements: The following experience and skills are considered essential:

Strong verbal and written communication skills.
1 year of experience in sales or retail experience desirable
Experience in selling and cross-selling products and services.

Education Requirements: The following education requirements are considered essential:

High school graduate.

** All requirements and skills are considered to be essential, unless otherwise indicated. **

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.

The job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

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