Customer Service Representative

Smithtown, NY
Salary Range: $24.50/hr - $31.32/hr
The Customer Service Representative (CSR) provides sales and service support to the branch by acquiring new clients, offering suitable Bank products/services that add value to the customer, performing branch/platform related functions and processing account maintenance transactions. The incumbent conducts business ethically, thoroughly communicating to current and prospective clients the facts and features of the various products, accounts, and services that Apple Bank has to offer. This position is responsible for opening new accounts, processing monetary transactions, when necessary, resolving customer issues and building relationships based on trust. The CSR recommends solutions based on customer needs and refers the customer to a licensed representative of ABS Associates of NY, Inc. when appropriate and also builds mutually beneficial and long-term relationships, providing a positive customer experience, as well as exceeding service expectations.

• Fulfill Customer Service needs by resolving service-related issues efficiently by providing an excellent customer experience during all interactions; meet customer expectations in terms of accuracy.
• Establish, retain, and deepen relationships with potential and existing customers to achieve team sales goals.
• Develop and maintain a broad knowledge of Apple Bank’s products and services to appropriately meet client needs.
• Engage in discussions with customers to understand their needs to provide relevant solutions.
• Recognize sales opportunities and offer suitable Bank products and services that add value; refer client to licensed representatives of ABS Associates of NY, Inc. when appropriate.
• Process monetary and file maintenance transactions accurately.
• Communicate rules and regulations to customers, including information related to FDIC protection, upon the opening of new accounts.
• Comply with regulatory, security, and audit policies and procedures.
• Adheres to the Bank’s Code of Conduct and operational controls to ensure the safety and security of the client, as well as Bank assets.
• Protects the Bank against loss by ensuring that all new account procedures, including CIP and BSA requirements are followed.
• Ensure records are accurate; maintain records of incomplete, incorrect, or outstanding customer files to ensure proper follow-up.
• Assist in the preparation and completion of reports.
• Perform non-CSR duties on a periodic basis, including but not limited to working or operating a teller window.
• Assist in the training of newly hired CSRs and Universal Bankers.
• Assist in the opening and closing of vault and ATM (Automatic Teller Machine).
• Build or maintain technical/professional knowledge by attending educational workshops and training programs.
• Ensure the customer area of branch is kept orderly and properly supplied (deposit and withdrawal tickets, ATM envelopes, changing the rate boards, dates on writing desks, etc.).
• Perform other duties as requested.

• High School Diploma or GED required.
• 1+ years of experience developing current and new customer relationships, achieving sales goals in banking, financial, or insurance industry; retail bank Customer Service or prior banking experience preferred.
• Prior experience in fostering and developing strong customer relationships.
• General understanding of bank operations (risk, compliance, fraud, loss, etc.).
• Cash handling experience preferred.
• Strong problem-solving skills and thinks “outside of the box”.
• Ability to present a professional demeanor with customers.
• Excellent communication (verbal + written) and interpersonal skills; professional phone skills a must.
• Strong organizational skills and must be detailed oriented.
• Must have strong computer skills and the ability to adapt to evolving technology advancements.
• Displays willingness to be cross trained in other branch functions.
• Must be able to work weekends and extended hours or at neighboring branch locations when needed.
• Display sound judgment and discretion when utilizing confidential information.