The position of Customer Service Representative serves as part of the bank’s overall Retail Delivery System . While the primary responsibilities of this position comprise of servicing customers with the paying and receiving functions of the bank, the Customer Service Representative will also be accountable for completing sales activities to help attract new customers, open deposit accounts and process consumer loan applications.
The Customer Service Representative is responsible for referring additional products to customers and prospects and supporting the overall sales efforts of the branch, balancing the cash, staying within drawer limits, understanding related compliance regulations related to applicable bank services.
Perform paying and receiving functions for customers. This will include taking deposits, withdrawals, and transfers from customers. Additionally, this position may sell traveler’s checks, cashier’s checks and help customers with additional related services.
Understand and comply with the related laws and compliance regulations that pertain to customer and operational issues. Examples include Bank Secrecy act, privacy, and funds availability policy.
Provide a high level of customer service. This includes understanding customer needs, as well as understanding the bank products offered.
Support customers with maintenance questions concerning their accounts. This will include address changes, check orders, reconciling checkbooks and the like.
Responsible for referring additional products to walk-in customers.
Support the overall branch sales effort. Referral goals will be established for such items as ATM cards, direct deposit, automated banking, or other bank products.
Participate in various retail product campaigns the bank initiates.
This position will know other products the bank offers. In that capacity, this person may refer customers to the appropriate department in the bank for service. This may include mortgage loans, investments, commercial loans, etc.
Responsible for phone calls to customers for items such as new account appreciation and new account solicitation.
Must learn to open deposit accounts.
Must learn to process consumer loan applications.
As part of the overall team of bank employees, this position may be requested to assist in the support of other bank activities.
Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations.
Attention to Detail:
Regard for important details to assure accuracy in every transaction performed; detect errors; follow through on corrections and details.
Respond sensitively to the needs and priorities of the customer; recognize and take appropriate action to meet their needs; establish an effective working relationship with customers to gain their respect and loyalty.
Consider themselves as part of a larger bank team. Helps build teamwork.
Must be able to communicate thoughts clearly, both orally and written. Must be able to communicate throughout the organization and to all levels of staff.
Project a positive image of the bank to all internal and external customers.
Must understand the concepts of sales as it pertains to selling financial service products and be able to cross sell customers that have come into the bank for products and services.
High school degree or equivalent
6 months related experience dealing with public and cash handling preferred
This job requires skills needed in a typical office environment. This includes computer skills, communications skills, as well as utilization of office equipment.
Must have the capacity to work under stress and handle difficult situations
Must be able to stand for long periods of time
Must be able to lift up to 25 pounds
Must be able to make frequent trips to vault