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Form of workJob Title: Customer Service Representative I
Department: Branch Operations
Reports to: Office Manager
Summary
Process customer banking transactions with the highest levels of accuracy; update accounts and complete maintenance requests., Proactively suggests products and services that add value to the customer. Makes proactive referrals to other lines of business that provide value to the customer. Ensure compliance with all the applicable banking regulations as well as corporate policies and procedures. Completes assigned training by the deadline.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Customer Service
- Demonstrate the highest levels of courtesy and professionalism at all times.
- Process all customer banking transactions with the highest levels of accuracy. Assists customers with general banking needs as required with minimal assistance.
- Performs general account maintenance with limited exposure to troubleshooting. Seeks override from more experienced staff as necessary.
- Provides general problem resolution to ensure customer needs are met. Escalates more complex issues as required. Provides follow up to ensure that customer and departmental requests are completed in a timely manner.
- Answers the telephone calls to the office and assists the customers with their questions and inquiries.
Referrals / Sales
- Proactively suggests value added products and services to customers that enhance the overall banking relationship.
- Remains abreast of all products and services. Ability to demonstrate all electronic products and services including online banking and mobile banking.
- Actively participates in limited outbound calling activities.
Branch Operations
- Ensures the branch complies with all operational policies and procedures in addition to, various banking regulations.
- Complies with all audit / security policies / procedures.
- Ensure the branch responds to all operational tasks / requests in a timely manner.
- Performs tasks and duties under general supervision using established policies & procedures of WSCB.
Leadership/Supervisory Responsibilities:
Exhibits confidence in self and others; Accepts feedback from others
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Has pleasant and professional interactions with internal and external customers.
Education:
High School diploma
Work/Experience:
- Experience in a Customer Service environment/establishing customer relationships.
- Previous experience in banking/ financial services
- Previous experience in a sales environment and/or an environment based on achieving various goals.
Licensing:
No licensing required.
Software/Computer Skills:
To perform this job successfully, an individual should have knowledge of Database software; Internet software; Spreadsheet software and Word Processing software.
Language Skills:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs. Ability to calculate figures and amounts such as discounts, interest, and percentages. Ability to apply concepts of finance.
Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Strong organizational skills.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and use hands to finger, handle, or feel.
Specific vision abilities required by this job include ability to adjust focus.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet, with the exception of the noises met outside of the physical structure of the Bank. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This Job Description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
