Customer Service Specialist

Summary/Objectives

Customer Service Specialist (CSS) is responsible for coordinating and supervising all aspects of the CSR operations within the branch to ensure the daily activities of the CSR are performed in a timely and courteous manner. This includes managing the daily Customer Service operations of the branch, implementing staffing schedules, vault/cash management, performing CSR duties and identifying customer needs and cross-selling products and services to help meet those needs. Actively participates in the branch incentive program promoting and participating in a sales and service culture. Provide working leadership and guidance to CSR staff through assignment of work and by providing technical guidance.

Essential Functions

1. Deliver exceptional customer experiences including proactively greeting customers, smiling, using their name, and ending each interaction (whether in person or phone) by saying, "Thank you for banking with Pathfinder Bank." Maintains confidentiality of all customer records and documents.
2. Process a variety of retail and commercial transactions, including deposits, withdrawals, loan payments, and check cashing, in an accurate and efficient manner. Assist with support work.
3. Promotes the Bank's products and services and refers customers to the appropriate sales personnel. Answers customers' routine banking questions; refers complex inquiries to management.
4. Supervises, coaches, and mentors all CSR’s and assists or advises employees in the performance of their duties. Oversee and process all retail banking transactions for personal and commercial customers.
5. Maintains cash supply at each CSR station, vault and oversees vault security and teller alarm equipment.
6. Ensures compliance/adherence to all policies, procedures and federal regulations in order to attain a satisfactory or better branch audit.
7. Participate and assist CSR staff in identifying customer needs and matching needs with appropriate product or service, as well as making qualified referrals to other team members, including across lines of business.

Secondary Functions

1. Open and close accounts, process loans to assist with the platform staff and Universal Banker(s).
2. Floating/Covering shifts – both within assigned branch location and at other branch locations.
3. Demonstrate teamwork by proactively assisting other branch colleagues when needed as well as actively participating and contributing during Branch Team meetings.

Competencies

• Customer Service Expertise
• Basic Computer Skills
• Mathematics
• Problem Solving
• Teamwork
• Communication

Supervisory Responsibility

The Customer Service Specialist may lead and direct approximately 3-5 CSR’s. Assists in overseeing the CSR functions and operations and may provide input to personnel actions such as performance appraisals, hiring, disciplinary action, etc., yet is not authorized to make final decisions regarding personnel actions. This is done in collaboration with the Branch Management Team and the HR Department.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, printers and filing cabinets.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit or stand at a desk and work on a computer. The employee must be able to lift and/or move up to 15 pounds. The employee mush have physical strength to handle routine office materials and tools. Dexterity of hands and fingers. There may be occasional lifting and transporting up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Travel

If necessary, travel will be primarily during the work day.

Required Education, Experience and Qualifications

• High school diploma or equivalent
• 3+ years bank experience
• ABA Supervisor Certificate completed or equivalent along with another non-required ABA Certificate (or equivalent)
• CSR Supervisor trained and 3-6 months working shifts as supervisor on duty
• Knowledge of basic platform duties including the ability to open accounts and process loans
• Effective rating or higher on annual performance reviews
• Excellent Customer Service and communication skills
• Knowledgeable on CSR duties and bank policies and procedures (balancing, how to find differences, etc.)
• Good leadership, training and coaching skills

Preferred Education, Experience and Qualifications

• Notary public
• Basic knowledge of Human Resources policies as it pertains to personnel actions, such as recruitment requests, disciplinary actions, promotions and transfer actions, etc.
• Some college education
• Community involvement