Customer Service Representative

Affordable Banking

Greets customers and assesses needs to determine sales/service focus or referral to appropriate department.

Provides specific services to existing and potential customers such as account opening and/or maintenance, and purchases of CDs, HSAs and IRAs.

• Assess customer needs for sales and/or services in a professional manner, determines best solution and clearly communicates that solution to the customer.
• Answer questions regarding bank products and services while recognizing sales and referral opportunities.
• Stay apprised of existing bank products and services including implementation of new ones.
• Open deposit accounts including checking and savings, certificates of deposit, safe deposit box leases, HSAs, IRAs, etc.
• Perform specific service transactions for customers including but not limited to reordering checks, making account name and address changes, granting access to safe deposit boxes, etc.
• Handle customer service issues by conducting research, assuming ownership of customer problems, and providing follow-up status to customers.
• Greet customers to ensure smooth traffic flow within banking office in order to provide efficient service.
• Build customer relationships by using bank developed techniques and processes to better serve customers and the banking office team.
• Be proactive in daily customer and prospective customer contact, either by phone or in person to identify financial needs, and initiate and/or strengthen relationships.
• Support team sales process by identifying and acting upon customer needs or by making the appropriate referral.
• Participate in team and individual sales goals.

Bank Policies and Procedures

• Follow bank policies and procedures, security guidelines, and comply with all federal, state and local regulations.

Skills and Abilities

• High school diploma or equivalent required.
• Customer service experience in retail sales environment required, banking experience preferred.
• Effective oral and written communication skills.
• Excellent customer service and interpersonal skills.
• Demonstrate 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.
• Ability to compute basic to moderately complex math calculations.
• Basic problem-solving and analytical skills.
• Ability to interpret and follow a variety of instructions furnished in written, oral, diagram, or schedule form.
• Proficiency in using personal computers and office products (e.g., Word, Excel).