Customer Service Representative

POSITION SUMMARY:

The Customer Service Representative (CSR) develops and maintains strong customer relationships by recognizing customer needs through effective listening skills, asking need-defining questions, and recommending appropriate products or services. The CSR role is challenging and the environment is fast-paced, yet our CSRs take the time to truly listen to our customers so they can effectively serve and resolve all inquiries and concerns. In order to provide exceptional service, the CSR collects and analyzes data resulting in problem-solving and customer solutions. The successful CSR demonstrates a strong desire to build customer respect and trust through credibility, friendliness, sincerity, empathy, and patience. Excellent telephone communication skills allow the CSRs to present themselves as experienced professionals who put the customer at the center of every interaction.

REPORTING RELATIONSHIP:

Directly: Branch Manager

ESSENTIAL FUNCTIONS:

1. Promote strong customer interactions by greeting the customers with eye contact and serving the public with professionalism, courtesy, attention, and efficiency.
2. Demonstrate good risk management decisions, including displaying solid knowledge of guidelines for fraud prevention and robbery.
3. Has advanced knowledge of bank products, services, and branch operations including support for the Branch Manager.
4. Has proficient knowledge of and adheres to branch internal controls.
5. Provides technical support for bank-wide services such as online banking as well as many others.
6. Maintains the highly confidential nature of client information and records.

SPECIFIC DUTIES:

Customer Service Representative

• Provide professional customer service which includes but is not limited to: greeting walk in customers and following proper guidelines on phone etiquette to deliver exceptional service.
• Receive, handles and assists a variety of customer inquiries and service requests.
• Identifies, researches, and resolves issues using systems and resources available.
• Maintains a friendly and outgoing demeanor to calmly assist with customer’s problems and questions.
• Explain various bank products and services available to customers; defining the advantages and limitations of each program as well as bank regulations associated with each.
• Establish proper identification of new customers, checks customers bank experience and decides whether to accept the account.
• Develop knowledge and understanding of Bank operating policies, as well as knowledge of current rates and charges for all Bank services and/or products.
• Prepare all paperwork and assists the customer in completing necessary documents to open new accounts order checks, change addresses, assist customers with Safe Deposit Box entry, etc.
• Through effective listening and asking needs-defining questions, recognizes client needs and matches them with appropriate products through sales or referrals.