MAJOR FUNCTION:
The Customer Service and Sales Officer oversees the activities and delivery of customer service through direct reports. Responsible for ensuring direct reports implement programs and procedures designed to fulfill customer’s needs while maintaining compliance with all regulation and laws applicable to banking. Delivers guidance and training on various topics to enhance customer service. Assists in the development of new products in conjunction with other bank staff. Interview, hire, train, supervise, address complaints, resolve problems, evaluate performance and develop all personnel for whom you are responsible as well as participate in termination when and/or if applicable. Works closely with the marketing, trust, investment, deposit and lending functions to promote the cross-sale of Bank’s services to appropriate customers.
RESPONSIBILITES:
1. Perform all duties of a Customer Service Representative (CSR) and Receptionist.
2. Assist Customer Service Representatives with customer research and problem resolution.
3. Provide guidance and leadership to direct reports regarding cross-sales of other bank products fulfilling customer’s needs.
4. Handle customer issues escalated by Customer Service Representatives (CSRs).
5. Be knowledgeable and understand the banking regulatory and legal requirements to ensure adherence to, and completion of, all necessary processes and documentation.
6. Be knowledgeable in Regulation E and oversee customer dispute processes as they relate to debit cards.
7. Responsible for the implementation/correction of audit/exam recommendations and/or findings and develop procedures for their resolution.
8. Work closely with Deposit Operations Manager, Electronic Banking Manager and Bank Card Services Officer to support the overall cohesiveness and operation of the Retail Banking Department.
9. Assist Retail Banking Manager with researching, formulating, implementing, and maintaining all policies, procedures and forms as they relate to the Customer Service and Reception functions of ASBT.
10. Responsible for the IRA reporting to Internal Revenue Service and customers.
11. Ensure adequate staffing coverage for Receptionist and Customer Service Representatives.
12. Periodically monitor interactions of CSRs and Receptionists with customers to ensure quality control. Give direction and make recommendations as necessary.
13. Complete annual performance evaluations and work with employees to determine employee goals.
14. Maintain documentation regarding employee performance and meet with employees periodically to discuss progress toward work goals.
15. Train new CSR(s) and Receptionists.
16. Assess training needs on an ongoing basis and conduct department meetings and training on a regular basis.
17. Be knowledgeable in the workings of Synergy to assist in scanning, reviewing, filing, storing and destruction of electronic documents.
18. Complete all initial and annual training requirements as outlined by ASBT.
19. Perform all other duties as required, consistent with the goals, objectives and responsibilities of the operations function.
QUALIFICATIONS:
- Associate’s or Bachelor’s degree is preferred, and at least two years of commensurate banking experience.
- Demonstrated project management skills to lead team from multiple functional groups to accomplish tasks.
- Experience designing and improving bank products.
- Experience with federal and state bank regulations.
- Ability to organize and prioritize and to meet deadlines.
- Tact and diplomacy in dealing with both customers and employees
- Strong supervisory, organizational skills and communication skills
- Enjoys public contact and has the ability to work well under pressure
- Proficient computer skills, pleasant telephone manner and detail orientated
- Knowledge of the Bank’s products and services
- Tact and diplomacy needed for working with a small staff in a close atmosphere
- Mathematical aptitude, problem solving skills, light typing and computer input, flexibility and ability to multi-task.
SPECIAL REQUIREMENTS:
1. Confidentiality and tactfulness in dealing with bank and customer information is mandatory.
2. Ability to conduct relationships with co-workers, customers, the community and the overall public in a manner which will enhance the bank’s image and comprehensive marketing effort.
3. Will be called upon from time to time to participate with community organizations and projects.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is required to stand and walk. Specific vision abilities required by this job include close vision and ability to adjust focus. Some research may be involved which would require the employee to be mobile to access copy machines and various files located throughout the bank.
EOE AA M/F/Vet/Disability Member FDIC
