Customer Service Representative

Description

MAJOR FUNCTION:

Perform a variety of duties to provide existing, potential and new customers with efficient and accurate services. Promote retail products and cross-sell all additional bank services for each customer’s individual needs.

RESPONSIBILITIES:

1. Maintain good customer relations. Tactfulness and confidentiality with customer and employee information required.
2. To promote and sell ALL bank products.
3. Handle telephone, walk-in and email inquiries from customers and bank personnel. This includes but is not limited to assisting customer(s) with inquiries, research, disputes or complaints.
4. Be knowledgeable in and capable of assisting customers with Regulation E disputes as they relate to debit cards.
5. Responsible for checking accounts, savings accounts, certificate of deposit accounts, HSAs, check and ATM cards, check orders, gift and travel cards, custodial IRA accounts, lost indemnity bonds, international drafts, and products included in our Internet Banking Services Agreement
6. Perform all teller functions with a high degree of accuracy.
7. Responsible for the ordering and bookkeeping of all promotional currency products sold at the bank.
8. Responsible for working with customers on CDARS, ICS, & DDM requests.
9. Be knowledgeable in the works of Synergy to assist in scanning, reviewing, filing, storing and destruction of customer service documents.
10. Perform routine maintenance changes on account records that may include address changes, phone numbers, account status, etc.
11. Be knowledgeable and understand the banking regulator and legal requirements to ensure adherence to, and completion of, all necessary processes and documentation.
12. Provide back-up relief for ASBT Visa Credit Card Payments.
13. Relieve receptionist desk as needed.
14. Assist Customer Service and Sales Officer when needed.
15. Staff is required to be flexible with their weekly hours due to workflow and other unique situations that may arise.
16. Complete all initial and annual training requirements as outlined by ASBT
17. Perform all other duties as assigned.

QUALIFICATIONS:

1. Possess general knowledge of the financial industry or a compensating educational degree.
2. Excellent communication skills. Will have extensive contact with customers and the public. Must conduct relationships in a manner that will enhance the overall marketing effort of the bank.
3. Employee must be highly self-motivated and have good sales skills.

SPECIAL REQUIREMENTS:

1. Confidentiality and tactfulness in dealing with bank and customer information is mandatory.
2. Ability to conduct relationships with co-workers, customers, the community and the overall public in a manner which will enhance the bank’s image and comprehensive marketing effort.
3. Will be called upon from time to time to participate with community organizations and projects.

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; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is required to stand and walk. Specific vision abilities required by this job include close vision and ability to adjust focus. Some research may be involved which would require the employee to be mobile to access copy machines and various files located throughout the bank.

EOE AA M/F/Vet/Disability Member FDIC