Customer Service Representative Position Summary:
Responsible for providing exceptional customer service while assisting new and existing customers with their financial needs through the handling of transactions, new account openings and appropriate partner referrals while complying with regulations, policies and procedures.
Essential Functions:
Perform a variety of customer transactions and inquiries in accordance with the Bank's customer service standards and policies/procedures (i.e. handling deposits, check cashing, account holds, customer inquiries, and stop payments). Proactively conduct sales activities to offer solutions to customer's financial needs while also meeting sales goals. Display customer focus and team orientation by referring customers to the Primis employee that can best meet their financial needs. Adhere to operational guidelines ensuring Balancing Standard Guidelines are met and satisfactory Audit and MIC scores are achieved. Complete arrangements and documents for special services such as foreign currency/items, direct deposits, and the origination of outgoing wires and services or government bond transactions. Perform market center functions and support other market center employees or job duties including but not limited to, servicing overdrawn/past due accounts, OFAC review, Back Counter Processing, ATM management, vault, main vault, night depository responsibilities and opening. Plan, monitor and adhere to the cash requirements of the market center; place cash order and prepare shipment. Maintain knowledge and a strong understanding of the Bank's products/services, pricing, and the Bank's customer relationship management software. Assist other market center employees as needed to ensure satisfactory audit ratings are achieved at the market center level, including, but not limited to, responsibility for completing portions of the market center's Monthly Internal Control Report (MICR) and creating documentation specific to other operating policies/procedures. In person attendance required. Regular, reliable and predictable attendance. Marginal Functions Set, achieve and exceed standards by adhering to established Service Quality Standards. Embrace cross training on other responsibilities in an effort to develop and grow professionally. Demonstrate ongoing improvement in all areas of performance. Maintain compliance with and adhere to all state and federal regulations and Bank policies and procedures, including, but not limited to Bank Secrecy Act, SAR, CTR, FACT ACT, Community Reinvestment Act, EEO, and fair employment practices. All other duties as assigned. Minimum Educational & Experience Requirements High School diploma or equivalent Retail Bank experience Previous success cross-selling financial products Previous success submitting qualified referrals Minimum Skill Requirements Full proficiency on Platform system Proficient on all loan types offered by the bank Able to complete all duties within a market center Able to successfully complete required training programs Professional and effective communication skills including ability to ask questions to uncover and identify varying customer needs High level of detail orientation Proven team player Able to present product features and benefits effectively and provide sound guidance Strong organizational skills Effective and professional verbal and written communication skills Physical Demands Frequent bending and squatting to access cash supply Continuous sitting or standing in forward facing position Frequent movement to different areas of bank including teller windows in lobby and Drive Thru. Frequent moving about office to access needed office equipment Frequent lifting of up to 20 pounds Continuous counting/money handling Continuous interaction with customers Continuous repetitive use of hands and arms Continuous communication: in-person, phone, written and electronic Work Environment Retail Bank setting with some travel to other market centers Moderate noise level
