Customer Services Representative

Branch Hours:

Monday Friday 9:00am - 5:00pm

Saturday 9:00am - 12:00pm

Function: Operates a customer service window to provide customers with exceptional customer service on a variety of transactions. Suggests solutions and options to customers and refers customers to appropriate areas of the bank. Resolves customer problems/issues/concerns in an accurate and efficient manner.

Duties and Responsibilities:

• Develops a working skill set, a strong knowledge of policies and procedures, and bank products/services available to customers.

• Establishes accuracy and balancing skills by maintaining a balancing rate of 85% in accordance with Retail Policies and Procedure manual.

• Demonstrates knowledge of Consumer Bank Customer Service Standards & offer each customer exceptional customer service as expected in the Customer Insight surveys, scored by Avannis.

• Applies a combination of knowledge of the computer systems, service skills, product knowledge and knowledge of policies and procedures to successfully execute operational excellence with operation of a customer service window in an efficient and accurate manner and providing exceptional customer service on a variety of transactions, including the following:

  • Utilizing computer systems to properly identify customers, verify authenticity of the requested transaction and complete required steps to protect customers and the bank from fraud (including, but not limited to, verifying balances, placing holds and documenting proper identification).

  • Accepting deposits, verifying endorsements, and issuing receipts.

  • Accepting checks for cashing, identifying customers, verifying endorsements and balances, and/or referring customers to branch management for authorization.

  • Accepting savings deposits and withdrawals and performing related duties.

  • Providing additional customer services, including bank money orders, and other services.

  • Accepting various loan payments or other types of payments.

  • Balancing cash drawer daily.

  • Assisting in ATM balancing & settlement, where applicable.

  • Assisting in vault balancing, as requested

• Promotes the bank's services, answers questions regarding banking matters and directs customers to other branch team members for specialized services. Identifies customer needs through profiling each customer for other services to expand relationships.

• Contribute to Branch goals and sales and service standards as outlined in branch playbook and detailed by Branch Management

  • Executes professional sales and service behaviors in alignment with Bank's Our Shared Future purpose, five values and core drivers.

  • Utilize the Sales & Service Opportunity tool to personally track customer(s) who you introduced to a banker.

• Provides services including night deposits, mail deposits and safe deposit admittance, as needed.

• Maintains a positive relationship with bank customers and seeks to contribute to help grow the branch by producing leads to the Personal Banker platform.

• Maintains a good working relationship with all bank employees. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the branch and in turn, the organization.

• Attends and successfully completes training as needed (virtual, in-person, online BVS, etc.)

• Performs additional duties as required.

Physical Demands

Operates a keypad device: 70% of the day; operates electronic equipment: 10% of the day; operates office equipment: 10% of the day. Standing is required 2 hours per day in a straight position. Sitting is required 5 hours per day in a leaning position. Routinely lifts up to 10 lbs., 2 times per day. Maximum lift is 20 lbs., one time per day. Must be able to occasionally lift and/or move up to 50 lbs. Use of manual dexterity skills for typing and data entry up to 40% of the business day. Specific vision requirements include close vision of 18"-20" for computer work. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Salary Range: