Customer Service Representative

Position Summary:

At Bryant Bank, we aspire to provide legendary service to our customers. The Customer Service Representative builds relationships with bank customers and provides a variety of financial services to meet customer needs.

Essential Duties and Responsibilities:

Discuss goods or services information with customers or patrons

Advise customers on the use of products or services

Analyze information and evaluate results to choose the best solution and solve problems

Recommend products or services to customers

Promote products, services, or programs

Open accounts, execute sales, or other financial transactions

Handle complaints, settle disputes, and resolve grievances and conflicts, or otherwise negotiate with others

Use relevant information and judgment to determine whether events or processes comply with laws, regulations, or standards

Maintain a work area that ensures the safety of all negotiables and confidential records

May assist with completion of loan applications

Performs other related duties as assigned

Knowledge/Skills/Abilities:

Customer and Personal Service - knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work Integrity - job requires being honest and ethical

Attention to Detail - job requires being careful about detail and thorough in completing work tasks

Relationship Building - ability to develop constructive and cooperative working relationships with others, and maintaining them over time Communication - the ability to communicate information and ideas in speaking and writing so others will understand

Competencies:

Accountability:
Accepts individual responsibility for personal work performed;
Has basic awareness of performance expectations associated with serving customers and utilizing resources;
Performs duties and position with limited guidance.

Collaboration:

Works with project team members to summarize progress in preparation for briefings;
Volunteers to assist others with excess work;
Contributes to group discussions.

Customer Service:
Exchanges information appropriately with customers and co-workers;
Resolves simple problems, questions, or complaints; directs complex or non-routine problems, questions, or complaints to the appropriate person;
Asks for guidance in difficult situations.

Decision-Making:
Exercises good judgment in situations where there are clear and straightforward answers;
Understands when it is appropriate to make decisions independently vs. when it is appropriate to seek advice from higher level;
Occasionally seeks guidance from others when faced with adversity.

Organizational Awareness:
Demonstrates general knowledge of the mission and functions of the organization;
Demonstrates basic knowledge of and adheres to the organization’s policies, procedures, rules, regulations impacting the organization, and guidelines;
Stays current with organizational programs and polices;
Understands the company's organizational structure and key departments/functions.

Self-Management:
Adheres to goals and deadlines set by supervisor;
Allocates time to meet goals and complete assigned work by given deadlines;
Takes on new or additional responsibilities when asked.

Education:

High school diploma or GED required

Experience:

Minimum one-year of customer service experience required

Preference for proven work experience in a similar role or in a financial institution

Physical Requirements:

Must be able to lift up to 15 pounds at times

Prolonged periods sitting at a desk and working on a computer
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