Customer Service Representative

About the role

Greets customers and assesses needs to determine sales or service focus, or refers them to the appropriate department. Provides specific services to existing and potential customers, including account opening and maintenance, and purchases of CDs, HSAs, and IRAs.

Responsibilities

• Assess customer needs for sales and/or services in a professional manner, determine the best solution, and clearly communicate 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, and granting access to safe deposit boxes.
• 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 the banking office to provide efficient service.
• Build customer relationships 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 or strengthen relationships.
• Support the team sales process by identifying and acting upon customer needs or making appropriate referrals.
• Participate in team and individual sales goals.
• Follow bank policies and procedures, security guidelines, and comply with all federal, state, and local regulations.
• May be required to perform other duties as assigned.

Requirements

• High school diploma or equivalent required.
• Customer service experience in a retail sales environment required; banking experience preferred.
• Effective oral and written communication skills.
• Excellent customer service and interpersonal skills.
• Demonstrated 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 a variety of instructions furnished in written, oral, diagram, or schedule form.
• Proficiency in using personal computers and office products (e.g., Word, Excel).