Senior Customer Service Representative

The Senior Customer Service Representative (CSR) is responsible for retaining existing relationships and opening new deposit accounts by branch goals. This position is responsible for promoting and cross-selling bank products and services.

Essential duties and responsibilities include:

• Responsible for opening all consumer and business accounts and services.
• Complies with all applicable regulations, policies, and procedures.
• Assesses customer needs and cross-sell appropriate products and services.
• May function as Teller, Teller Supervisor, or Assistant Branch Manager as needed.
• Supports and contributes to the attainment of branch goals.
• Refers new business to company subsidiaries, such as insurance, mortgage, and brokerage.
• Resolves customer concerns and ensures effective and long-term problem resolution.
• Develops and builds customer loyalty.
• Follows up on referrals made by other team members.
• Assists with loan origination and processing as needed.
• Answers customer inquiries relating to products, rates, and services.
• Provides ancillary services such as notary services.
• Responsible for tracking and monitoring of all required documentation.
• Maintains positive, friendly, and professional attitude and appearance.
• Adheres to work schedules.
• Provides assistance to other retail staff on complex new account issues.
• May participate in community activities and events.
• May be required to work an alternative location within the region or market.
• The ability to work in a constant state of alertness and in a safe manner.
• Completes required BSA/AML training and other compliance training as assigned.
• Perform any other related duties as required or assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and experience: Knowledge of a specialized field, equivalent of four years in high school, plus night, trade extension, or correspondence school specialized training, equal to two years of college, plus 2 years related experience and/or training, or equivalent combination of education and experience.

Communication skills: Ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public, and other employees of the organization.

Mathematical skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts such as fractions, ratios, and proportions to practical situations.

Critical thinking skills: Ability to utilize common sense understanding in order to carry out written, oral, or diagrammed instructions. Ability to deal with problems involving several known variables in situations of a routine nature.

Required certificates, licenses, registrations: None

Preferred certificates, licenses, registrations: Some outside banking related courses

Software skills required: Intermediate: Spreadsheet. Basic: 10-Key, Payroll Systems, Word Processing/Typing.

Responsibility for work of others: Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws. Responsibilities may include but not limited to interviewing, hiring and training employees; planning, assigning and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems. Supervises a small group (1-3) of employees in the same or lower classification. Assigns and checks work; assists and instructs as required, but performs same work as those supervised, or closely related work, most of the time. Content of the work supervised is of a non-technical nature and does not vary in complexity to any great degree.

Working conditions: Periodically exposed to such elements as noise, intermittent standing, walking, pushing, carrying, or lifting; but none are present to the extent of being disagreeable.

Environmental conditions: The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Physical activities: The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations. Semi-repetitive, low physical. Semi-repetitive type work which requires periods of concentration for varied time cycles as prescribed by the tasks. While performing the functions of this job, the employee is continuously required to talk or hear; regularly required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms; frequently required to stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 50 pounds; regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

Additional information:

• Demonstrated sales ability required in banking or related field
• General banking product knowledge required
• May be required to work an alternative location within the region or market

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.