SUMMARY
Provides excellent customer service and meets referral goals. Performs personal and business customer transactions according to Bank standards for accuracy and efficiency.
ESSENTIAL DUTIES
- Ensure that the branch sales and service support the overall bank objective to provide superior service.
- Participates in branch sales and service programs to enhance the customer service experience.
- Meet referral goals as assigned.
- Create a professional and positive team environment in the branch by modeling appropriate behaviors.
- Assist customers by using policy and procedure knowledge to handle routine to more complex transactions and expectations.
- Process and audit branch transaction and processes, including vault/counting cash night drop, ATM procedures and certifications.
- Process full range of routine to complex customer transactions (e.g., deposits withdrawals, traveler's checks, cashier checks, loan payments, savings bonds, change orders, etc.)
- Resolve routine to complex customer service issues.
- Perform Sales & Service Representative duties to assist with customer service.
- Open, maintain and balance cash drawer on a daily basis.
- Maintain proper documentation for customer transactions (e.g., Currency Transaction Report)
- Refer customers to appropriate Bank personnel for additional Bank products and services.
- Perform a variety of branch clerical duties (e.g., filing, answering phones, opening and sorting mail)
- May be assigned primarily to specialized duties (e.g., exchange, merchant, vault)
- Serve as back-up for other branch responsibilities (e.g., new accounts, safe deposit, and vault)
SECONDARY DUTIES
The position of Customer Service Representative performs duties specific to the position and other function as assigned.
COMPLIANCE RESPONSIBILITIES
Must be familiar with all deposit-related regulations and receive training on a regular basis as appropriate. This includes but is not limited to BSA, Reg E, Reg CC, Reg DD, BPA, RFPA/Reg P, Reg D and Branch Closing Procedures. Customer Service Representative I must follow all policies and procedures as set forth by the Bank as well as any regulations.
The employee must be able to take and pass all the required regulatory training as outlined by the Bank on a quarterly basis.
This employee must adhere to all security related procedures of the Bank including Branch security, protection of customer information and security as it relates to the Bank's internet and technology systems.
SUPERVISORY RESPONSIBILITY
The position of Customer Service Representative is not responsible for the supervision of staff.
ENVIROMENTAL AND PHYSICAL ACTIVITY
The Customer Service Representative is in a non-confined office-type setting in which he or she is free to move about at will. It may include some minor annoyances such as noise, odors, drafts, etc.,
This employee while performing this position spends time writing, typing, speaking, listening, lifting up to 15 pounds, carrying, sitting, pulling, walking, standing, squatting, kneeling and reaching.
This employee for this position may operate any or all of the following: telephone, cellular telephone, copy and fax machines, adding machine (calculator), check protector, encoder, money counter, typewriter, computer terminal, personal computer and related printers.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
MENTAL DEMANDS
This employee in this position must be able accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, language, presentations, verbal and written communications, analytical reasoning, multiple concurrent tasks and frequent interruptions.
MINIMUM REQUIREMENTS
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and /or ability required to perform the position in a satisfactory manner. Individuals’ abilities may result in some deviation from these guidelines.
- Interpersonal and oral communication skills
- Prior Sales, Service and cash handling experience preferred
Hourly Pay Rate:
$16.90 - $24.00
Bank of Stockton and its subsidiaries are equal opportunity/affirmative action employers. It is our policy to recruit, advertise, employ, promote, transfer, discipline and discharge without regard to race, religion, color, national origin, age, physical or mental disability, veteran status, sex, and any other basis protected by federal, state, or local law.
