Customer Service Representative

About the Role

Greet customers and assess needs to determine sales or service focus, or refer them to the appropriate department. Provide specific services to existing and potential customers, such as account opening and maintenance, and purchases of CDs, HSAs, and IRAs.

Responsibilities

• Assess customer needs for sales and services in a professional manner, determine the best solution, and clearly communicate it to the customer.
• Answer questions about bank products and services while recognizing sales and referral opportunities.
• Stay informed about existing bank products and services, including new implementations.
• Open deposit accounts, including checking, savings, certificates of deposit, safe deposit box leases, HSAs, and IRAs.
• Perform service transactions such as reordering checks, updating account information, and granting access to safe deposit boxes.
• Handle customer service issues by conducting research, assuming ownership of problems, and providing follow-up status to customers.
• Greet customers to ensure smooth traffic flow and efficient service within the banking office.
• Build customer relationships using bank-developed techniques and processes to better serve customers and the team.
• Proactively engage in daily customer and prospective customer contact (by phone or in person) to identify financial needs and strengthen relationships.
• Support the team sales process by identifying and acting on customer needs or making appropriate referrals.
• Participate in team and individual sales goals.
• Follow bank policies, security guidelines, and comply with all federal, state, and local regulations.
• Manage risk in every customer interaction and detect fraudulent transactions to prevent losses.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent required.
• Minimum of 3 years of related job experience, or an equivalent combination of education and experience.
• Customer service experience in a retail sales environment; banking experience preferred.
• Effective oral and written communication skills.
• Excellent customer service and interpersonal skills.
• Willingness and desire to work in a team environment.
• Ability to prioritize and multi-task.
• Adaptability to change, including cross-training for Teller and Teller Supervisor roles.
• Ability to compute basic to moderately complex math calculations.
• Basic problem-solving and analytical skills.
• Ability to interpret and follow instructions in written, oral, diagram, or schedule form.
• Proficiency in using personal computers and office products (e.g., Word, Excel).