Customer Service Representative (CSR)

About the role

Primarily responsible for performing duties in support of operational activities and financial services for the branch, including customer service transactions at the teller line, cross-selling the bank’s products and services, performing branch clerical duties as needed, promoting business for the bank by maintaining good customer relations, and referring customers to appropriate staff for new business.

Responsibilities

• Greet all customers in a courteous and professional manner, both in the lobby and in the drive-up facility.
• Answer the telephone professionally and direct the customer to the correct area for service.
• Assist customers in day-to-day transactions at the teller line, including receiving checks and cash for deposit, verifying amounts, and ensuring accuracy.
• Cash checks and count out money after verifying signatures and sufficient funds.
• Balance currency, coin, and checks in cash drawers at the end of shifts and calculate daily transactions using computers, calculators, or adding machines.
• Assist or direct customers to the appropriate person for questions regarding internet/online banking, mobile or telephone banking, debit cards, and other technology issues.
• Set up Retail Online (consumer) banking records, access IDs, and passwords using Access Manager/Connect 3.
• Cross-sell appropriate products to prospective customers.
• Travel to other office locations as needed to assist with staffing.
• Assist officers in administrative duties or projects as needed.
• Refer customers to the Investment Center for the sale of mutual funds, annuities, and bonds when appropriate.
• Maintain professional community relations to increase the bank’s visibility and new business opportunities.
• Perform other duties as required to fulfill the responsibilities of this position.

Privacy and Compliance Responsibilities

• Access customer financial information only when necessary for assigned duties; viewing customer information out of personal curiosity is prohibited.
• Keep confidential information secure and do not reveal it to unauthorized persons.
• Release customer financial information only when authorized by the customer, or when subpoenaed by a court or the IRS, ensuring accuracy and adherence to the authorizing document.
• Comply with all Farmers Savings Bank policies and procedures, including federal and state rules and regulations.

Qualifications

• High School diploma or equivalent, plus additional training equal to two years of college or comparable work experience.
• One year of previous bank experience.
• Six months of customer service experience.
• Proficiency in using computers and programs such as Microsoft Word, Excel, and Email.
• Effective verbal and written communication skills.
• Strong interpersonal skills.
• Ability to operate and communicate using standard telephone equipment.
• Thorough knowledge of various bank products.
• Effective problem-solving and listening skills.
• Previous sales experience.

Organization and Relationships

• Report to the Branch Manager for the fulfillment of functions and responsibilities.
• Initiate changes in the basic organization structure and complement the planning function to accomplish objectives developed with the supervisor.
• Recommend new work procedures and systems to improve efficiency in planning and bank development.
• Maintain contact with customers, the public, and the community to enhance the bank’s marketing efforts.
• Participate in community organizations and projects as required.
• Bank employment must be the main and sole employment; any additional employment ("moonlighting") requires approval from the Supervisor and President/CEO.

Performance Evaluation

Position to be evaluated after the first three months and annually thereafter. Areas of accountability include performance of duties, organization, relationships, and overall production.