Customer Service Advisor - Riverdale

Summary

Helps foster a positive work environment that inspires, motivates, challenges, supports, and provides ongoing recognition for exceptional performance. Customer Service Advisors (CSAs) are charged with providing excellent customer service while identifying sales opportunities and performing account transactions. CSAs must be responsive by recognizing the immediate needs of the Banking Center throughout the day and proactively providing both Customer Service Representative (CSR) and sales platform support as needed.

The CSAs are responsible for consumer and business relationship building efforts and focusing on daily sales initiatives. From an operational standpoint, CSAs are responsible to comply with all established Bank policies, procedures, and security measures. Responsibilities include operating as a CSR and/or providing necessary additional support of the banking center’s sales and operational objectives as assigned.

• Excellent Customer Service
• Operational and Security Proficiency
• Identify referral opportunities
• Relationship building
• Cross‑selling of Bank’s products and services
• Business development (inside and outside)

• Personally models the standards of the Bank’s Mission, Vision, and Pledge.
• Required to effectively assess the financial needs of Banking Center clients and make an appropriate recommendation to fulfill those needs.
• Accepts and accurately processes all financial service transactions.
• Responsible for CSR cash drawer and follows proper balancing and cash handling procedures.
• Complies and operates within security and audit procedures.
• Consistently meets and exceeds defined sales goals for loans, deposits, partner referrals, and profitability.
• Promotes the sales culture within the banking center by demonstrating strong ability to sell and successfully promote the Bank’s products and services to reach individual and team sales goals.
• Communicates and partners effectively with branch staff and peers to promote a team environment and ensure goals are met.
• Continually monitors performance against the banking center goals, adjusting individual goals and initiating sales promotions as needed to meet them.
• Executes consistent outbound calling activities inside the banking center by utilizing customer lists, promotes bank products consistently, and makes appropriate business line referrals as defined by location goals.
• Educates bank team on uncovering opportunities to help advance customers’ financial wellness.
• Sets priorities and follows through on the implementation of defined sales and service activities.
• Promotes company products and services in the community to assist in the Bank’s continuing growth.
• Supports proper functioning of all day‑to‑day operations, including, but not limited to: customer service, open and close procedures, support of daily vault duties, compliance with cash level control, and adequacy of inventory, audit, and compliance requirements.
• Actively participates in regular sales and staff meetings.
• Provides service to customers and prospective customers on various banking matters, including explaining offered products and professionally resolving problems/issues.
• Builds successful working relationships with internal business partners, seeking constructive peer feedback when appropriate.
• Demonstrates sound judgment and decision making by following established guidelines and procedures while utilizing appropriate resources for assistance when needed.
• Maintains prescribed security controls to protect self and the banking center against criminal and fraudulent operations and unnecessary risks or exposures.
• Maintains a position of trust and responsibility by keeping all sensitive information and customer business confidential in a secured location.
• Contributes in a team environment to service customer needs by answering incoming telephone calls and any additional duties assigned to support the success of the Banking Center.
• Cross‑trained and expected to assist with operational duties.

• Banking is a highly regulated industry; expect to acquire and maintain proficiency in the bank’s policies and…