Customer Service Representative (Part-time)

About the role

This is a part-time position requiring 25-30 hours per week under the general supervision of the Branch Manager. The role involves performing a variety of customer service and related duties to meet sales and service objectives.

Responsibilities

• Greet customers cordially and professionally and provide efficient, effective, and courteous customer service in person and via telephone.
• Open and close accounts and process a wide variety of transactions. Perform necessary paperwork.
• Respond to customer inquiries and investigate and correct errors using Bank and customer records.
• Maintain current knowledge of all Bank products and services.
• May perform teller duties as required.
• Process all necessary transactions and issue receipts accordingly.
• Admit customers to the safe deposit box vault area following Bank procedures. Open and surrender safe deposit boxes as requested.
• Maintain current knowledge of passbook loans and forward them to appropriate personnel for underwriting and approval.
• Accept line of credit (CheckProtec) applications and forward them to appropriate personnel for underwriting and approval.
• Execute wire transfers of funds.
• Process credit card applications.
• Assist customers with Official check and Teller’s check inquiries. Search for the status of a check. Obtain copies of cleared checks. Place stop payments. Reissue checks.
• Assist customers with a wide range of IRA transactions. Trustee Transfers, Direct Rollovers, Rollovers. Process contributions and distributions.
• Participate in internal and external training sessions and activities to enhance the quality of service to the client.
• Attend sales, service, and product training sessions regularly and actively participate in branch meetings.
• Exhibit excellent customer service and actively participate in the Your Bank Rewards Referral Program.
• Perform clerical duties including, but not limited to, pending work and daily mail.
• Ability to use Microsoft Word and Excel proficiently.
• Ability to write professional, clear, concise correspondence to internal and external recipients.
• Participate in the consolidation of daily teller work and the balancing of the ATM.
• Acknowledge opportunities to generate referrals to other areas of the bank including but not limited to the Investment Center, Wealth & Asset Management (Plimoth Investment Advisers – PIA), Residential & Commercial Lending, and Business Banking Services.
• Adhere to Bank’s dress code policy.
• Participate in community activities representing Dedham Savings.
• Perform all duties by prescribed regulatory compliance guidelines. Ensure compliance with established security procedures as well as cash handling procedures.
• Adhere to audit and regulation policies and procedures and complete annual training on all required regulations including but not limited to Regulation CC, AML/BSA, and GLB/Privacy.
• Absorb and maintain an ongoing sales culture within the branch.

Qualifications

• High school diploma or general education degree (GED).
• Minimum of one plus years of customer service or teller experience.
• Demonstrated communication, customer service, and organizational skills.
• Basic knowledge of bank products and services.
• Able to use various types of office equipment, including computer terminals.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to draft routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of the organization.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
• Ability to apply common sense understanding to carry out instructions and instruct others, train personnel, read, analyze, and interpret documents and professional journals, understand procedures, write reports, correspondence, and procedures, speak clearly to customers and employees.

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 the production needs of the position.
• Intermediate math skills: the ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; compute rate, ratio, and percent, including the drafting and interpretation of bar graphs.
• Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, read, analyze, and interpret documents and professional journals, understand procedures, write reports, correspondence, and procedures, speak clearly to customers and employees.

Physical Demands

• Sit and talk or hear.
• Occasionally lift and/or move up to 10 pounds.
• Use sufficient hand, arm and finger dexterity or feel objects, tools, or controls.

Work Environment

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Key Points

• The pay range for this position is $21.90 to $24.30 per hour and is the lowest to highest hourly rate Dedham Savings in good faith believe we would pay for this role at the time of this posting. 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 several factors including, but not limited to, relevant education, qualifications, experience, sales or revenue-based metrics, and business or organizational needs and affordability.
• EOE/F/M/Vet/Disabled