Customer Service Representative

Job Description

Job Description

SUMMARY

Accountable for the delivery of exceptional customer service through efficient managing of customer interactions and assumes a role in developing new customer relationship and enhancing existing relationships. Additionally, may be trained for back-up Teller.

ESSENTIAL FUNCTIONS

• Provides courteous and professional customer service.
• Recommends, explains, and opens new deposit accounts for customers.
• Completes 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 customer 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 request by Banking Center Manager as they relate to the bank and its functions.
• May sign such items as certified or cashier's checks and guarantees signatures, authorizes the cashing of non-routine checks and the cashing of checks more than teller's authority.
• Opens or closes safety deposit boxes; billing for boxes; assists with inventory of deceased customer's boxes. Maintains confidentially of customer accounts.
• Handles customers complaints related to the bank's services, explains service charges and follows through on misdirected items or errors.
• Researches and resolves customers problems by serving as a liaison between the customer and the appropriate bank area.
• Answers inquires and provides information on various accounts, loan balances and other banking services.
• Assumes lead role in generating new customers relationship and expanding existing customers relationships.
• Identifies customer's 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 Electronic Banking to assist customers with Online Banking and Bill Pay questions or problems.
• Originates wire transfer for customers as needed.
• Assist with charge backs at manager's request.
• 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.
• Performs other duties as assigned.
• May need to back up for Teller line as needed.

REQUIRED EDUCATION, EXPERIENCE AND SKILLS

POSITION SPECIFIC COMPETENCIES

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

EQUIPMENT USED

Computer, telephone, fax machine, scanner, copier, printer

SUPERVISORY REQUIREMENTS : None

The requirements listed above are representative of the knowledge, skill, and / or ability required. Reasonable accommodations can be made 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.