POSITION PURPOSE
Responsible for providing excellent customer service and maintaining strong professional relationships in the Bank’s Customer Service Center. Professionally, courteously, and promptly resolves customer questions and/or problems. Responsible for performing a broad variety of financial services such as opening and closing accounts, renewing time deposit accounts, and assisting customers with account inquiries, maintenance, and problem resolution. Has knowledge and experience with deposit and loan products and services.
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ESSENTIAL FUNCTIONS AND BASIC DUTIES
1. Assumes responsibility for the effective and professional performance of financial service functions.
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Takes customer calls.
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Provides excellent customer service.
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Answers questions and solves problems for customers by listening, collecting data, and securing answers.
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Assists customers with their Checking, Savings, Time Deposits, IRAs, Loans, Safe Deposit Boxes, Internet Banking, Debit Cards, and Credit Cards.
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Handles complaints in a professional manner.
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Presents and explains Bank products and services to customers and assists in meeting their financial needs including the following: opening, closing, and maintaining checking, savings, time deposit, and individual retirement accounts as well as working with safe deposit boxes, savings bonds, credit cards and consumer loans.
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Consistently strives to meet the Customer Service Center’s call quality goals.
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Maintains and projects the Bank's professional reputation, while adhering to the Bank policies.
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Other duties as assigned.
2. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
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Keeps management informed of problems.
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Maintains a professional working relationship with all associates in the Customer Service Center.
3. Assumes responsibility for related duties as required or assigned.
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Assists other departments, as necessary.
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Keeps work area clean, secure, and well maintained.
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Maintains the privacy of customer information.
PERFORMANCE MEASUREMENTS
1. Financial service functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
2. Good business relations exist with customers. Customer problems and complaints are promptly and professionally addressed and resolved.
3. Accurate and complete information about Bank products and services is provided to customers.
4. Good working relationships and coordination exist with area personnel and with management. Appropriate assistance is provided to area staff as needed. Management is informed of activities.
5. Consistently meets established call quality standards.
6. The Bank's professional reputation is conveyed and maintained.
QUALIFICATIONS
EDUCATION/CERTIFICATION: Associate Degree/Two years of related experience and /or training; or the equivalent combination of education and work-related experience.
REQUIRED KNOWLEDGE: Preferred knowledge of the Bank products, services, and policies/procedures.
EXPERIENCE REQUIRED: 1 year Customer Service experience.
SKILLS/ABILITIES:
Excellent communication and public relations skills.
Excellent computer skills.
Well organized.
Ability to work well under pressure.
Ability to work overtime as needed or required.
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.
AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
PHYSICAL STRENGTH: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)
WORKING CONDITIONS
NONE: No hazardous or significantly unpleasant conditions (such as in a typical office).
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
REASONING ABILITY: Ability to apply common sense understanding to carry out detailed but uninvolved instructions, and to deal with problems involving a few variables.
MATHEMATICS ABILITY: Ability to perform basic math skills including adding, subtracting, multiplying, & dividing two-digit numbers, the four basic arithmetic operations with money, operations with units such as inch, foot, yard, & pounds.
LANGUAGE ABILITY: Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.
Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.
Ability to communicate in complex sentences, using normal word order with present and past tense and good vocabulary.
