Customer Service Representative

First Financial Bank
Job Description

Job Title
Customer Service Representative
Status
Non-Exempt
Reports To
Branch Management Team
Summary
Assist the Company in accomplishing our vision: to satisfy all of our customers’ financial needs, to help them succeed financially, to be the number one financial service provider in each of our markets, and to always put our customers First – every encounter, every time, no exceptions, no excuses.
Our Expectations for our CSRs:
Along with the rest of the Branch Management team, CSRs are the face of our company and represent First Financial Bank in the community. CSRs serve in a dual-purpose role which requires the associate to fulfill responsibilities of both a Teller and a Customer Service Representative. CSRs provide a variety of banking services to First Financial Bank customers and non-customers by assisting with product/service information, handling teller and platform (new account) transactions in an accurate and timely manner while providing exceptional Customer Service. CSRs introduce and sell new products and services to customers, and generate leads for other members of the sales team to close. Our best CSRs constantly go the extra mile to greet customers, make them feel welcome, and engage customers to learn about their financial needs. An excellent CSR can multi-task between the teller line and platform area, with no mistakes while demonstrating patience, attention to detail, and the ability to follow procedures. CSRs generally spend less time performing teller duties.
Job Entry Requirements
• High School diploma/GED or six months’ experience in the teller function, as well as sales experience, particularly in cross-marketing products and services, or Bachelor’s degree in a related field
• Experience working in a team environment and developing relationships
• Excellent Customer Service and interpersonal skills required
• Must have excellent written and verbal (face-to-face and phone) communication skills including professional grammar and demeanor
• Professional dedication
• Strong organizational skills with attention to detail
• PC and internet proficiency
• Previous experience selling products and services
• Previous experience meeting customer satisfaction and sales goals
• Previous experience working in a fast-paced environment
• Must have the ability to multi-task
• Must have the ability to maintain confidentiality, use tact and diplomacy and maintain professional dress
• Good understanding of financial products and services
• Good organizational skills
Primary Operational Activities
(Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
• Will be asked to perform the duties of the role based on the needs of the branch, which may vary
• Personalizes each customer interaction while accurately processing banking transactions, including balancing daily, as defined in the Teller (Customer Service Associate) job description
• Proactively advises consumers and business customers by recommending appropriate bank products, accounts, loans, and various financial services
• Maintains strong customer relationships to expand cross sell opportunities looking to deepen share of wallet
• Maintains up to date knowledge of products, services, technology and regulations
• Maintains operational records, reports and procedures as required
• Maintains a professional and organized work station
• Analyzes problems and provide solutions in coordination with branch management.
• May be responsible for closing the branch without other branch management personnel present
• Assists with weekly and monthly branch reports
• Assists branch management with daily duties as assigned
• Demonstrates compliance with all bank regulations for assigned position
• Completes all assigned compliance training
Primary Sales/Service Activities
(Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
• Delight our customers by effectively demonstrating all behaviors as defined by Customer Service Standards
• Services account transaction requests
Recognizes and Follows Through on Referral Opportunities
• Uses brief, simple questions to qualify needs and uses open-ended questions to generate a two-way conversation
• Asks qualifying questions
• Allows time for customer to respond
• Provides feedback to assure understanding of customer responses.
• Identified potential needs through observation, questioning, and listening
• Suggests solutions by explaining benefits
• Gives the customer any appropriate product literature
• Documents referral to appropriate bank representative using required process
• Performs all assigned functions required to assist branch in meeting its sales/production goals
• When referrals are made, follows through with the banker to determine the outcome of the referral
Personal Development
• Establishes with Sales Manager personal goals for improving service and sales referral behaviors
• Develops with Sales Manager an action plan designed to improve operational and sales goals as identified
Cross-trains in specialized areas of teller operations as required
Competency/Skill Level
(The behaviors, knowledge, and motivations important to success in the job.)
• Exceptional Customer Service skills
• Previous or current teller and/or Customer Service experience preferred
• Good organizational and communication skills
• Willingness to accept responsibility and make minor decisions
• Must perform well under stress
• Able to confront issues as they arise
• Knowledge of computer applications (word, excel, etc.) preferred
Key Behaviors
• Provides Proper Telephone Etiquette to Internal/External Customers
• Services Internal/External Customer Requests/Inquiries
• Reviews Required Documentation for Accuracy and Completeness
• Recognizes and Follows Through on referral Opportunities
• Personal Development as Established with Manager
SAFE ACT

• This position requires compliance with the SAFE Act Mortgage Licensing Act of 2008 and all related regulations. Ongoing employment is contingent upon meeting all such requirements, including acceptable background investigation results.
Bank Secrecy Act

• Maintain sufficient knowledge and understanding of the Bank Secrecy Act, Anti-Money Laundering/Anti-Terrorist Financing/PATRIOT Act and OFAC regulations
• To be able to fulfill applicable requirements and responsibilities under the bank’s related policies and programs
Critical Job Elements
(Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
• Generally good working environment with little exposure to noise, extreme temperatures or other adverse factors
• Limited physical effort required
• Regularly required to talk and hear. Frequently required to stand, walk, sit, use hands to finger, handle or feel objects, work tools or equipment, and reach with hands and arms. Vision abilities include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
• Average amount of pressure to work efficiently and accurately
• Above average mental effort consisting of complexity of decision making; time pressure, concentration, and memory