Customer Service Representative

About the role

Under the general supervision of the Branch Manager, this role performs a variety of customer service and related duties to meet sales and service objectives, ensuring ongoing effectiveness of customer service in conformance with established Bank policies, strategies, and procedures.

Responsibilities

• Greet customers cordially and professionally, providing efficient, effective, and courteous customer service in person and via telephone.
• Perform a variety of customer service duties, including opening and closing accounts and processing transactions such as deposits, withdrawals, and payments.
• Process necessary paperwork and respond to customer inquiries.
• Understand, explain, and cross-sell bank products and services, including checking and savings accounts, certificates of deposit, IRAs, loan products, credit/debit cards, and digital services.
• Maintain current knowledge of all Bank products and services.
• Perform teller duties as required, including processing transactions, issuing receipts, and balancing accounts.
• Investigate and correct errors using Bank and customer records.
• Assist customers with safe deposit box access, including opening and surrendering boxes.
• Maintain knowledge of passbook loans and forward them to appropriate personnel for underwriting and approval.
• Accept and process line of credit (CheckProtec) applications.
• Execute wire transfers of funds.
• Process credit card applications and assist with inquiries related to official checks and teller’s checks.
• Search for check statuses, obtain copies of cleared checks, place stop payments, and reissue checks.
• Assist customers with IRA transactions, including trustee transfers, direct rollovers, contributions, and distributions.
• Serve as a back-up to the Front Desk Coordinator as needed.
• Maintain and encourage an ongoing sales culture within the branch.
• Perform clerical duties, including pending work and daily mail.
• Use Microsoft Word and Excel proficiently to draft professional, clear, and concise correspondence.
• Participate in the consolidation of daily teller work and balancing of the ATM.
• Generate referrals to other areas of the bank, including Investment Center, Wealth & Asset Management, Residential & Commercial Lending, and Business Banking Services.
• Exhibit excellent customer service and actively participate in the Your Bank Rewards Referral Program.
• Attend sales, service, and product training sessions regularly and participate in branch meetings.
• Adhere to the Bank’s dress code policy and represent Dedham Savings in community activities.
• Perform all duties in compliance with regulatory guidelines, including security procedures, cash handling, audit, and regulation policies.
• Complete annual training on regulations such as Regulation CC, AML/BSA, and GLB/Privacy.
• Assist in ensuring the branch meets yearly goals.
• Complete all internal Bank training as assigned and required.
• Adhere to the Bank’s privacy and data security policies, safeguarding sensitive information.

Requirements

• High school diploma or general education degree (GED).
• Minimum of one year of customer service or teller experience.
• Demonstrated communication, customer service, and organizational skills.
• Basic knowledge of bank products and services.
• Ability to use office equipment, including computer terminals.
• Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals.
• Ability to draft routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees.
• Ability to calculate figures such as discounts, interest, commissions, proportions, and percentages.
• Ability to apply common sense to carry out instructions furnished in written, oral, or diagram form.
• Ability to handle problems involving several concrete variables in standardized situations.
• Proficiency in Internet software, spreadsheet, and word processing software, as well as service bureau software applications.

Skills

• Basic knowledge of the banking and financial services industry, including federal laws and regulations.
• Willingness to gain new knowledge and technical skills.
• Intermediate typing skills to meet production needs.
• Intermediate math skills, including calculating interest, commissions, proportions, and percentages, balancing accounts, and interpreting bar graphs.
• Exceptional verbal, written, and interpersonal communication skills.
• Ability to train personnel, read and analyze documents, and write reports and procedures.

Physical Demands

The physical demands described here are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Regularly required to sit and talk or hear.
• Occasionally required to stand, walk, use sufficient hand, arm, and finger dexterity, or feel objects, tools, or controls.
• Occasionally required to lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision.

Work Environment

The work environment characteristics described here are representative of those encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• The noise level in the work environment is usually moderate.

Benefits

• Competitive benefits package including Medical, Dental, and Vision coverage.
• Flexible Spending and Tuition Reimbursement.
• Childcare Subsidy Reimbursement.
• Retirement plans and Life Insurance.
• Additional benefits to support employees.

Pay

The pay range for this position is $21.90 to $24.30 per hour. The Bank may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on factors including relevant education, qualifications, experience, and business needs.