Customer Service Representatives (CSR's) are responsible delivering extraordinary customer service and helping customers reach their financial goals by cross-selling bank products and referring customers to the Branch Manager or Senior Relationship Banker.

A CSR is the main point of contact for customers and prospects visiting the branch and need to provide a high level of service by responding to customer inquiries, processing transactions, resolving issues, or referring them to the appropriate branch employee for assistance fulfilling a service request, new product or service.

This position is a unionized position through the Communication Workers of America

ESSENTIAL DUTIES

• Assists customers with consumer and commercial transactions, requests, and inquiries
• Maintain a cash drawer within the assigned cash limits and meet cash balancing requirements
• Process transactions efficiently and securely while adhering to bank policies consisting of cash handling procedures, operational and compliance procedures, and Customer Identification procedures.
• Engage customers in conversations, listen to identify then recommend appropriate bank products and services to best meet customers' needs
• Introduce your customers to the Branch Manager or Senior Relationship Banker
• Train customers on the digital, on line, and ATM options that make banking easier
• Participate in sales promotions and meet monthly sales goals
• Be a Continuous Learner. Participate in training programs that expand job knowledge
• Perform back-up duties such as remote branch capture when necessary
• May open new safe deposit boxes for customers and/or assist customers gain access to their existing safe deposit box adhering to all safe box procedures (applies to branches with safe deposit boxes)
• When necessary, advise customer when holds are placed and availability of funds
• customers in ordering checks, endorsement stamps, and other accessories requested by customers
• Assist Assistant Branch Manager (ABM) in ordering, receiving, verifying, and distributing cash
• Assist ABM or other branch employee to compile ATM deposits, night deposits, and mail-in deposits
• Promotes the Bank's products and services, consistently cross-selling products at every opportunity
• Answers and directs calls as needed
• May assist in branch administrative tasks such as helping the ABM prepare copies to train new procedures.
• May assist the loan servicing department as needed.
• Displays and supports the Bank’s mission, vision, values, goals and culture at all times through one’s personal behavior, actions and decision making.
• Manage individual risk related to credit, operational, reputational, regulatory and legal aspects of interactions and transactions done personally
• Ensures compliance with all state and federal regulations and internal company policies, including but not limited to BSA/Anti-Money Laundering, Fair Lending, Privacy, and Anti-Discrimination, to the extent each applies to current job responsibilities.
• Completes all online compliance training as assigned within specified due dates.

MINIMUM REQUIREMENTS

Basic Qualifications

• High School diploma or equivalent work-related experience
• A year of experience or commensurate training in retail activities, including sales and cash handling
• Must possess positive and professional customer service and sales skills
• Computer literacy in Microsoft applications: Word and Excel
• Effective oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret document, understand procedures, write reports and correspondence, and speak clearly to customers and employees
• Good organizational and time management skills
• Ability to work with general supervision while performing duties

Preferred Skills/Experience

• Previous experience in a financial sales representative-oriented role with the ability to analyze customer credit data and other related financial information
• Basic knowledge of retail product philosophy, policy, procedures, documentation and systems
• Thorough knowledge of bank products and services
• Previous selling, cross-selling and referral skills
• Proven customer service, interpersonal and relationship building skills
• Strong mathematical, problem-solving and negotiation skills
• Exercise accuracy, alertness, good judgment, initiative, courtesy, tact and patience in dealing with customers, both internal and external, as well as vendors/suppliers used by the Bank.
• Current Driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.