Customer Service Specialist

Key Responsibilities

• Provide account services to Bank customers.
• Accurately and courteously meet new and existing customer account needs.
• Actively support and cross-sell Bank products/services.
• Maintain accurate cash and transaction records.
• Respond to customer inquiries and resolve customer account problems.
• Take individual responsibility for developing new business, referrals and retention of account relationships.
• Perform general account maintenance as necessary.
• Comply with all Bank and branch policies and procedures concerning customer accounts.
• Process customer teller or account transactions as needed.
• Respond to customer inquiries; refer to appropriate branch or other Bank personnel as appropriate.
• Refer complex issues or problems to the Branch Manager.
• Have a thorough understanding of current KSB products and services.
• Actively utilize as many Bank products and services as possible in order to fully understand their features and benefits and to be able to communicate effectively with customers and prospective customers.
• Talk to customers and listen for “cues and clues” to determine needs; respond to customer inquiries and evaluate their needs; suggest and provide real one-on-one examples of “how to” access mobile banking, Pop Money, Bill Payment, bank products/services to customers to meet their needs; make referrals to other Bank personnel as appropriate.
• Have a good understanding of KSB Consumer loan products according to established Bank policy and procedures.
• Refer leads for new loan business to other Bank officers or loan specialists as appropriate.
• Accurately record paperwork relating to customers in adherence to Bank performance standards.
• Maintain daily work in good order.
• Accurately settle processed work in adherence to Bank performance standards and established procedures.
• Perform teller, customer service representative or other branch functions as assigned to meet customer or operational needs.

Requirements

• Bachelor’s degree or equivalent work experience.
• 1 to 3 years branch banking experience as a teller/head teller and customer service representative.
• Computer literate, with specific experience in word processing and spreadsheet applications.
• Must be able to lift cash boxes and cash bags of approximately 20 pounds.
• Must be able to distinguish between various denominations of coin and currency.
• Must be able to operate vault combinations.
• Must be able to read and work with computer print-out reports.
• Must be able to stand or sit for extended periods of time while waiting on customers.
• Must be able to spend extended periods of time operating a computer keyboard and working at a computer monitor.
• Must be able use the telephone to converse with customers for extended periods of time; must be able to communicate clearly by telephone; must have good listening ability and skills.
• Must be able to prioritize and organize work flow; must have good attention to detail; must be able to handle multiple jobs.
• Must have the ability to think through a problem, following proper steps in finding resolution.
• Must have a high degree of ethics and maintain confidentiality of customers and accounts.
• Must be friendly, courteous and sensitive to the needs of customers and coworkers.