Position Summary:
At Bryant Bank, we aspire to provide legendary service to our customers. The Customer Service Representative builds relationships with bank customers and provides a variety of financial services to meet customer needs.
Essential Duties and Responsibilities:
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Discuss goods or services information with customers or patrons
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Advise customers on the use of products or services
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Analyze information and evaluate results to choose the best solution and solve problems
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Recommend products or services to customers
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Promote products, services, or programs
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Open accounts, execute sales, or other financial transactions
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Handle complaints, settle disputes, and resolve grievances and conflicts, or otherwise negotiate with others
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Use relevant information and judgment to determine whether events or processes comply with laws, regulations, or standards
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Maintain a work area that ensures the safety of all negotiables and confidential records
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May assist with completion of loan applications
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Performs other related duties as assigned
Knowledge/Skills/Abilities:
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Customer and Personal Service - knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
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Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work
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Integrity - job requires being honest and ethical
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Attention to Detail - job requires being careful about detail and thorough in completing work tasks
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Relationship Building - ability to develop constructive and cooperative working relationships with others, and maintaining them over time
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Communication - the ability to communicate information and ideas in speaking and writing so others will understand
Competencies:
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Accountability: Accepts individual responsibility for personal work performed; Has basic awareness of performance expectations associated with serving customers and utilizing resources; Performs duties and position with limited guidance.
- Collaboration: Works with project team members to summarize progress in preparation for briefings; Volunteers to assist others with excess work; Contributes to group discussions.
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Customer Service: Exchanges information appropriately with customers and co-workers; Resolves simple problems, questions, or complaints; directs complex or non-routine problems, questions, or complaints to the appropriate person; Asks for guidance in difficult situations.
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Decision-Making: Exercises good judgment in situations where there are clear and straightforward answers; Understands when it is appropriate to make decisions independently vs. when it is appropriate to seek advice from higher level; Occasionally seeks guidance from others when faced with adversity.
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Organizational Awareness: Demonstrates general knowledge of the mission and functions of the organization; Demonstrates basic knowledge of and adheres to the organization’s policies, procedures, rules, regulations impacting the organization, and guidelines; Stays current with organizational programs and polices; Understands the company's organizational structure and key departments/functions.
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Self-Management: Adheres to goals and deadlines set by supervisor; Allocates time to meet goals and complete assigned work by given deadlines; Takes on new or additional responsibilities when asked.
Education:
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High school diploma or GED required
Experience:
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Minimum one-year of customer service experience required
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Preference for proven work experience in a similar role or in a financial institution
Physical Requirements:
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Must be able to lift up to 15 pounds at times
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Prolonged periods sitting at a desk and working on a computer
