What are the responsibilities and job description for the Customer Service Representative position at Liberty Savings Bank FSB?
Description :
Provides superior service to bank customers by performing banking transactions, opening new accounts and expanding customer relationships.
Essential Functions :
Maintains and balances a cash drawer, performs ATM and assists with end of night balancing.
Receives, posts, pays out funds, balances and proofs customer accounts.
Opens new accounts for checking, savings, business accounts, IRA, etc.
Identifies customer needs and recommends specific products and / or services by use of CNA process.
Expands customer relationships by making appropriate referrals, such as investments, mortgage and commercial loans and handling consumer loans by taking applications and assisting with processing.
Maintains and balances cash drawer.
Accepts and posts credit card and loan payments and payoffs.
Performs account research and problem solving as needed.
Cross-trains in other areas of the financial center, such as ATM, Vault, Savings Bonds, Safe Deposit, Wire Transfers, other ancillary services and assists with opening and closing financial center.
Contributes to the achievement of financial center sales / service goals by meeting / exceeding individual goals.
Upholds customer satisfaction by supporting external and internal customers and answering questions / requests in a timely manner.
Maintains customer confidence and protects operations by following the Privacy Policy and keeping information confidential.
Complies with the bank procedures and follows regulatory / operational / security guidelines. Adheres to the Check Handling Agreement. Successful Mystery Shop scores. Minimal bank monetary losses.
Secondary Functions :
Makes tele-consulting as necessary.
Provides support by performing clerical duties, such as answering telephone, maintaining accurate records, faxing, copying and filing.
Contributes to the team effort by performing other job-related duties as assigned.
Requirements : Standards :
Proficient in technical processing of all phases of the CSR I position (transactions, opening / closing, new accounts opening, savings, DDA, Commercial DDA, CDs, IRA's, balancing ATM, Safe Deposit processing), balances at 90% or better and assist in finding outages as evidenced by management observation and balancing documentation.
Embraces the ASK program and strives to achieve personal sales goals (referrals) as evidenced by sales reports and tracking forms.
Demonstrates proficiency with ERB process through audit of the CNA folders.
Demonstrates excellent customer service / sales skills both in person and on telephone as evidenced by management observation.
Good understanding of all areas of compliance regulations (Reg. CC, Reg. E, TISA, Privacy Act, BSA, etc.) as evidenced by absence of regulation violations.
Must have completed and passed all mandatory training sessions, classroom, CBT and self-study as scheduled by manager within specified timelines or as classes are available.
Answers calls within 3 rings and returns phone calls or follows up on requests and / or questions within 24-hours.
Maintains regular attendance and punctuality as evidenced by attendance records.
Proficient in consumer loan processing (application and basic processing) as evidenced by minimal errors reported by Consumer Lending Quality Control and management observation.
Physical Demands :
TalkingAbility to express or exchange ideas by means of the spoken word.
HearingAbility to receive detailed information through oral communication.
SeeingAbility to view a computer screen for an extended period of time and / or identify individuals visually.
StandingAbility to stand on feet for long periods of time.
WalkingAbility to use feet and legs to move from one place to another specifically in narrow / confined spaces.
Finger dexterityAbility to work with fingers for handling coins or other small objects and use a keyboard.
ReachingAbility to extend hand / arms in any direction to move / handle objects.
LiftingAbility to lift and / or move up to 25 pounds.
Knowledge, Skills and Abilities :
High school diploma or equivalent required.
Minimum 1 year customer service or cash handling experience / skills required.
Able to communicate with individuals at all levels, provide superior customer service, and work well with others is required.
Able to demonstrate a professional courteous manner, present a well-groomed, business-like appearance and use proper telephone etiquette / grammar is required.
Able to work a flexible schedule and skills in accuracy, cash handling, and math are required.
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