Senior Customer Service Representative

The Sr. CSR will be responsible for supervising and assist in training and coaching other CSR’s and Lead CSR’s in all aspects of their position. Sr. CSR is expected to lead by example in all areas of responsibility including: professionalism, promoting a positive team environment, job knowledge, sales, and customer service. The Sr. CSR is responsible for providing exceptional customer service both internally and externally and ensure the adherence by the retail team to established customer service standards.

Sr. CSR will assist the Retail Branch Manager and/or Regional Retail Manager in completion of any needed disciplinary action and evaluation of retail team members. Sr. CSR will assist in branch scheduling and other aspects of the daily operations of the branch. Sr. CSR will be an expert in all teller and new accounts duties, and will complete these duties daily in order to service the customers.

Sr. CSR must follow and ensure the retail team follows compliance guidelines (including BSA and AML) and completes required compliance testing. Required to follow and ensure retail team follows established Teller and New Account policies and procedures. Expected to be knowledgeable of and be a leader in cross‑selling all bank products and services.

ESSENTIAL DUTIES

To perform this job successfully, an individual must be able to perform each of the following Essential Duties satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the Essential Duties of the position:

• Provides exceptional customer service to both internal and external customers at all times; follows established customer service program.
• Represents the Bank in a professional manner at all times.
• Maintains the privacy and confidentiality of customer information.
• Follows all established teller procedures to process deposits, cash checks, and complete savings withdrawals; process loan payments; issue cashier’s checks; and process safe deposit box rental payments.
• Maintains cash drawer; and follows required cash handling guidelines including cash limits, balancing standards, and keeping the drawer locked.
• Maintains ATM and/or vault if needed, following established guidelines.
• Opens all types of deposit products including DDA, Savings, CD, IRA, and Business Accounts; opens products for all types of ownerships including Individual, Joint, Trust, Corporations, and LLC, following all established new account procedures; and follows compliance guidelines including the BSA and the AML.
• Follows appropriate compliance guidelines and ensure that Customer Service Representatives (CSR) follow compliance guidelines; completes compliance testing and ensures that CSRs complete compliance testing as required.
• Acts as a leader in sales and product knowledge; must be an expert in knowledge of teller, new accounts, compliance, and sales processes and procedures and be a leader in these areas.
• Ensures that the branch follows established security protocol, and minimizes risk to the Bank at all times (e.g., while opening and closing the Bank, utilizing dual control, customer service standards, etc.).
• Assists with customer inquiries both in person and by phone; solves customer problems at point of contact within given authority; and assists CSRs with customer issues they are unable to resolve them.
• Coaches the retail team toward branch/bank sales goals; leads retail team by example; and exemplifies teamwork to help create a positive team environment.
• Assists in training Lead CSRs and CSRs on job duties and responsibilities in conjunction with/at the direction of the supervisor.
• Completes monthly audits and reports as required.
• Completes branch administrative duties as needed (ordering supplies, sorting mail, filing, etc.).
• Various other duties as assigned.
• Able to work in a constant state of alertness and in a safe manner.

This job description and the enumerated Essential Duties are intended to provide general guidelines for job expectations and the employee’s ability to perform the position described. This is not intended to be an exhaustive list of all functions, responsibilities, skills and abilities. Additional…