Customer Service Representative

Description

Reports to:

Branch Manager

Supervises: N/A

Salary Grade: 14

The Customer Service Representative I is responsible for performing a variety of duties related to customer transactions, including preparing and maintaining various reports and records; providing accurate, high quality customer service to new and prospective customers; and, promoting institution services.

• Provides courteous and professional service to customers in person, over the phone and via email.
• Assists customers with a variety of banking needs, including account inquiries, transaction discrepancies and product inquiries, while complying with disclosure requirements, regulations and customer privacy policies.
• Listens to customers’ needs and recommends appropriate banking products or services to meet their financial goals.
• Works with customers to process account openings, closings and account maintenance requests accurately and efficiently.
• Resolves customer issues and complaints in a timely and effective manner, escalating complex issues to management when necessary.
• Performs routine administrative tasks, such as filing, updating records and logs and gathering and providing information to other departments for audit purposes.
• Assists on the teller line as needed.
• Participates in and promotes teamwork within the branch as well as bank-wide.
• Familiarizes customers with available banking tools meant to aid in banking efficiency, including telephone and internet banking, e-statements, overdraft protection, ATM banking and the mobile app.
• Assists with opening and closing procedures and security protocols.
• Follows security protocols to protect against fraud and unauthorized transactions.
• Adheres to all bank policies, procedures and regulatory requirements.
• Reports suspicious activities or potential security breaches to management.
• Completes annual required training within communicated time frames.
• Collects information and initiates the process to complete a wire transfer.
• Performs other duties as required or requested.

Pay is commensurate with relevant experience.

• High school diploma or equivalent required.
• Prior customer service experience in a banking or financial services environment preferred.
• Strong interpersonal and communication skills; detail-oriented.
• Demonstrated problem-solving skills and the ability to resolve customer issues effectively.
• Ability to multitask, prioritize tasks and work in a fast-paced environment.
• Proficiency in Microsoft Outlook, Adobe and digital banking platforms.
• Ability to maintain confidentiality; handle sensitive information with discretion.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Office Setting.
• Adequate vision for significant amount of computer work.
• Required to stand, walk and sit; talk and hear (both in person and by telephone); repetitive use of hands and fingers to handle or feel objects or controls; reach with hands and arms.
• Occasional lifting.