What are the responsibilities and job description for the Customer Service Specialist position at Lake Shore Savings Bank?
Summary of Job Description:
Under general supervision, and in conformance with established Bank policies and procedures, is responsible for providing quality customer service in completing transactions for Bank customers and providing information concerning Bank products and services. Listens to customer needs and refers appropriate solutions. Balances each day’s transactions and verifies cash totals.
Primary Duties & Responsibilities:
- Proactively seeks internal customer service specialist training to ensure appropriate levels of job and product knowledge.
- Must represent the Bank in a positive and professional manner at all times.
- Provides flexibility in scheduling to assist staff in ensuring appropriate coverage to meet customer needs.
- Welcomes customers by engaging them in a friendly, upbeat interaction upon entering the branch. Engages customers in conversation while processing their banking transactions. Uses customer name.
- Utilizes face-to-face opportunity to refer products and services that the bank offers to the customer.
- Participates in branch sponsored sales events, including customer appreciation days, special promotions and prospecting activities, where appropriate.
- Works with Head Customer Service Specialist in developing strategic plans for meeting branch goals for loan, deposit and services growth through Customer Service Specialist referrals.
- Answers questions and troubleshoots for customers concerning products and services provided by the Bank. Ensures that follow up contact occurs within 24 hours either with final answer or update on progress.
- Completes Onboarding activities for new customers when assigned by management.
- Proactively reviews product manual and maintains up-to-date knowledge of all products and services offered by the bank.
- Works with Branch Management to ensure that all daily activities are completed
- Completes mandatory annual compliance training in a timely manner
- May be required to work beyond scheduled hours to satisfy required balancing procedures or provide our customers with necessary customer service.
- Is responsible for maintaining a proper supply of cash in compliance with guidelines, to ensure that customer service transactions may be handled efficiently.
- Ensures that all daily activities are completed in accordance with the requirements of all internal controls as established by Bank policy.
- Assists Regional Branch Sales Manager when required in maintaining inside and outside appearance of the branch to highest levels of cleanliness and order.
- Maintains a professional image at all times while representing the Bank, in practicing proper personal hygiene, dress attire and appropriate business conduct.
- Any other duties that may be assigned.
Skills and Abilities Required:
- Familiarity with computers and comfortable with Word and Excel.
- Required to maintain a high degree of confidentiality in all customer (internal and external) matters.
- Must present excellent interpersonal and communication skills
- Is required to maintain a current knowledge of Lake Shore Savings’ products and services in order to provide outstanding customer service to Lake Shore Savings’ customers.
- Previous customer service and cash handling experience
Mandatory Requirements:
- Must maintain knowledge of all procedures to ensure compliance with Bank Secrecy Act regulations and all other regulatory, security and Bank policies and procedures.
- Must maintain a positive work atmosphere by behaving and communicating in a manner so that a positive working relationship with customers, coworkers and managers exist.
- Must interact professionally with other employees, board members, customers and external vendors.
- Must act in accordance with the Lake Shore Savings Bank Code of Conduct Policy.
