Customer Service Representative


JOB DESCRIPTION

Position: Customer Service Representative

Reports to: Branch Manager/Operations Manager

General Function:

The Customer Service Representative (CSR) is responsible for offering many services to clients, so sales and customer service associates are employed to ensure the public is aware of all aspects of the banking facility. Sales and customer service professionals meet with clients, suggest possible services to assist their clients, answer questions, and handle all preparations for customers to begin receiving services.

Customer service involves assisting customers with their banking and financial activities, as well as helping them manage their accounts.

The Customer Service Representative also provides supports to the Operations Officer; performs operational activities smoothly and efficiently. The Customer Service Representative must be knowledgeable and skilled in the areas of new accounts, teller, vault, safe deposit, and branch operations, and provide customer support.

 
Major Duties and Responsibilities:

The job description provides general details and the principal functions of the Customer Service Representative position, the level of knowledge and skill typically required, and the scope of responsibility. The job description should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including working in other functional areas to cover absences or relief. Tasks are often routine and/or repetitive. Assignments must be completed in a timely manner following banking procedures.


Specific duties and responsibilities for Customer Service Representative include, but are not limited to:

    • Open new deposit accounts.

    • Act as backup support for tellers, file clerks, and all areas of Operations.

    • Assist the Operations Managers as directed, work closely, and continually provide input to improve banking center performance.

    • Proactively recommend products and services to increase customer satisfaction and improve transaction profitability.

    • Increase sales and average order size through cross-selling, up-selling, add-on sales, and offering promotional sale items.

    • Educate customers about terminology, features and benefits of products to improve product related sales and customer satisfaction.

    • Maintain the highest level of customer service standards while consistently delighting our customers and exceeding expectations.

    • Assist customers with Remote Deposit Capture and/or Online Banking support, inquiries regarding checking and savings accounts, and other bank related products, and attempt to resolve issues and problems with customer’s accounts. Keep the Senior Operations Manager informed of any Online Banking or potential operational issues.

    • Assure that customer complaints are responded to promptly, investigate as necessary, and coordinate with other employees.

    • Process transactions accurately and efficiently based on established policies and procedures, to help build customer confidence and trust.

    • Perform other duties as required.

    • Maintain knowledge and assure compliance with all applicable State and Federal banking regulations, bank policies and procedures, including but not limited to the Bank Secrecy Act/Anti-Money Laundering Program and Information Systems Security Policies.

    • Complete all Compliance Training as required in a timely manner.


Minimum Qualifications:

College Degree or equivalent, previous banking/financial/customer service experience.

    • Excellent customer service, strong written and verbal communication skills.

    • Some clerical, administrative, cash handling, sales, or customer service experience preferred.

    • Knowledge of customer service principles.

    • Relevant computer skills.

    • Ability to travel to other branches as needed.

    • Extensive experience in assisting customers with inquires and/or problem resolution

    • Ability to accurately and efficiently handle multiple priorities in a fast paced environment

    • Extremely well organized, accurate, detail-oriented, and reliable.

    • A strong commitment to providing exceptional service.

    • Maintain a respectful, courteous work environment free of unlawful discrimination and harassment of any kind.


Desired Skills and Aptitude:

While requirements represent minimum levels of knowledge, skills, and abilities to perform this job successfully, the candidate will process the abilities or aptitudes to perform each duty proficiently.

    • Strong numerical aptitude and the ability to quickly handle transactions.

    • Fiserv applications experience preferred.

    • Outgoing personality with a customer service orientation and a friendly attitude while interacting with the customers.

    • Problem solver.

    • Detailed oriented.


Physical Requirements:

    • Standard banking environment

    • Physical mobility required to handle cash and customer files.

    • Occasionally required to lift and/or move up to 10-25 lbs. of force.

    • Ability to sit for up to 8 hours per day with time on the telephone and/or at the computer.

    • Ability to type on a keyboard and view a computer monitor for up to 8 hours a day.

    • Ability to use and facsimile, photocopier, and other general office equipment frequently.

Beacon Business Bank is an Equal Opportunity Employer, drug-free workplace, and complies with ADA regulations as applicable.
 
Rev. 6-2021