Customer Service Specialist

FUNCTION: This position provides excellent Customer Service by greeting customers in a friendly manner, developing rapport and satisfying customer transactional needs. Processes transactions efficiently and accurately while meeting the Bank's Customer Experience standards. Contributes to the overall sales growth of the Bank by exploring customers' financial needs and goals. Recommends solutions as appropriate or engages business partners to provide more expert assistance. May have vault cash and ATM responsibilities.
ACCOUNTABILITIES
Customer Experience:

• Promotes a customer-centered culture and attitude among staff
• Builds relationships by providing the highest level of service, demonstrating You Matter More to each customer, getting to know customers on an individual basis

• Engages in conversations to understand customer needs and financial goals, refers to other team members in accordance with Bank strategy
• Embraces and utilizes the Bank's sales and coaching process, completes action plans in an effort to meet goals
• Understands the Bank's products and services and how they benefit customers, promoting as appropriate
  Customer Transactions:

• Accurately, efficiently and courteously processes transactions in compliance with Bank policies and procedures
• Maintains accurate cash and transaction records, meeting established teller performance standards
• Demonstrates ability to handle routine transaction issues independently, refers customers to appropriate staff for advanced problem resolution
• Determines the necessity of placing holds on items presented for deposit
• Maintains awareness of current fraud alerts and identifies fraudulent activity
  Compliance and Control:

• Understands the Bank's operational and risk management policies as well as the Bank's security policies and procedures
• Assists in ensuring that the Bank is in compliance with local, state and federal regulations
• Assists in completing operational and audit functions within the Branch
  General:

• Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork
• Conforms to acceptable punctuality/attendance/professionalism standards as expressed in the Employee Handbook
• May train or assist in training new employees
• Performs additional duties as requested
• Travel to other branches for coverage may be required
  COMPETENCIES:

• Integrity/Ethics - deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad

• Vision/Values - Supports company mission/values through daily actions and decisions, communicates the Bank's vision, mission and values to others
• Adaptability/Flexibility - adapts to change, is open to new ideas, takes on new challenges
• Initiative - takes action, operates as a pro-active self starter, acts on opportunities to improve

• Interpersonal Skills - has good listening skills, excellent Customer Service skills, able to communicate clearly and professionally both in telephone and written communication

• Productivity - manages time well, handles information flow well, strong multi tasking skills with the ability to prioritize and organize work flow, accepts accountability, meets accuracy standards

• Decision Making - able to think through a problem, following proper steps in finding resolution

• Teamwork - Team player with a positive attitude, promotes a team atmosphere, selflessly pitches in, shares information, partners well with others, willingly assists co-workers and share responsibilities
• Sales Skills - applies sales skills to identify customer needs and refer to appropriate business partners, translates product features to benefits, works to develop sales skills
  KNOWLEDGE/ SKILLS/EXPERIENCE REQUIRMENTS:

• High school diploma or equivalent
• Previous teller, cash handling and/or sales experience helpful
• Demonstrated personal computer literacy

• General office environment
• May be required to move bags of coin short distances. Moderate lifting (up to 50 lbs.) required.
• Moderate reaching, walking, sitting and standing required
  EQUIPMENT USED

• General office equipment
  External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.