Description:
Reports to: Branch Manager
Supervises: N/A
Salary Grade: 14
Summary:
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.
Essential Functions & Responsibilities:
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Provides courteous and professional service to customers in person, over the phone and via email.
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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.
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Listens to customers’ needs and recommends appropriate banking products or services to meet their financial goals.
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Works with customers to process account openings, closings and account maintenance requests accurately and efficiently.
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Resolves customer issues and complaints in a timely and effective manner, escalating complex issues to management when necessary.
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Performs routine administrative tasks, such as filing, updating records and logs and gathering and providing information to other departments for audit purposes.
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Assists on the teller line as needed.
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Participates in and promotes teamwork within the branch as well as bank-wide.
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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.
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Assists with opening and closing procedures and security protocols.
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Follows security protocols to protect against fraud and unauthorized transactions.
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Adheres to all bank policies, procedures and regulatory requirements.
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Reports suspicious activities or potential security breaches to management.
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Completes annual required training within communicated timeframes.
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Collects information and initiates the process to complete a wire transfer.
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Performs other duties as required or requested.
Requirements:
Education & Experience:
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High school diploma or equivalent required.
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Prior customer service experience in a banking or financial services environment preferred.
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Strong interpersonal and communication skills; detail-oriented.
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Demonstrated problem-solving skills and the ability to resolve customer issues effectively.
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Ability to multitask, prioritize tasks and work in a fast-paced environment.
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Proficiency in Microsoft Outlook, Adobe and digital banking platforms.
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Ability to maintain confidentiality; handle sensitive information with discretion.
Physical Requirements:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Office Setting.
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Adequate vision for significant amount of computer work.
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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.
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Occasional lifting.
Pay Range: $14.00 - $15.50 based on experience
