Lead Client Service Representative - Branch: Cass

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Regular Full-Time NE
- Cass, Omaha, NE, US

Established in 1964 in Omaha, Nebraska, our family-owned financial institution's vision is to be the best in class in meeting the evolving financial needs of our customers. Our extensive history and family-owned legacy give us a deep and genuine understanding of how to serve and treat our customers. We offer a holistic financial approach with solutions for personal, business and wealth in three markets:
Iowa, Nebraska and Texas.

As a community bank, we value long-term partnerships built on trust and integrity. As an employer, we take pride in building meaningful relationships and celebrating the unique differences that define each team member; it's what makes us a stronger unit. It's one of the many reasons why creating a strong culture of empowerment, support, and opportunity is an ongoing focus.

** REQUIRED

WORK SCHEDULE:

Monday - Friday from 8:30am - 5:45pm and every other Saturday morning**

JOB SUMMARY

This position is responsible for ensuring branch compliance with branch operational policies and procedures to include branch balancing and maintaining cash limits, ensuring preparedness for annual branch operations audit, providing guidance in fraud situations, and adhering to branch security protocols. This role encourages a positive work environment and promotes teamwork by taking the lead in demonstrating excellent customer service. As a primary client contact and a resource to others, individuals are expected to maintain advanced product knowledge and identify need-based opportunities to refer clients to bank colleagues.

ESSENTIAL FUNCTIONS

Branch Operations (30%)

• Ensures accuracy of advanced operational activities to include sending morning totals, ordering/preparing/selling cash, completing of Log of Logs, etc.
• Works with Branch Manager to review and perform tasks associated with completion of branch monthly checklist, end of month checklist, etc.
• Provides escalated operational support to the team, including but not limited to opening and closing the branch, de-escalating customer interactions, and promoting engagement of the team.
• Promotes operational accountability to ensure soundness of branch operations, as evidenced by successful branch audit results.
• Performs branch cash audits on a rotating basis and adheres to Surprise Cash Audit Procedures.
• Under the direction and guidance of the Branch Management, provides support to the CSR Step Progression process.
• Provides transaction overrides following established processes.
• Signs cashier checks, following Board approval, in accordance with the defined process.
• Ensures all vault and teller drawer limits are being adhered to in accordance with established guidelines.
• Consistently provides the highest level of professional service by following Branch Delivery customer service guidelines.
• Assists customers with inquiries in-person and over the telephone in a professional manner.
• Accurately answers general customer inquiries regarding transactions.
• Provides a seamless transition to banker in person or over the phone for more complex transactions.
• Evaluates customer concern(s) to identify appropriate action.
• Embraces the Bank’s mission, CORE values and cultural foundation by taking personal initiative and setting a positive example for others to emulate.

Accurately Process Customer Transactions (20%)

• Accurately processes transactions to include but not limited to demand deposit accounts, savings accounts, check cashing, cashier’s check, credit card payments, and loan payments as branch traffic and schedule…