Customer Service Representative

Position Summary:  Provides superior customer service to customers while placing an emphasis on relationship building. 

Essential Functions: 

1. Consistently provides superior professional service to internal and external customers.
2. Consistently meet expectations of teamwork, punctuality, and regular, reliable attendance.
3. Opens, maintains, and services deposit accounts and ancillary services.    
4. Demonstrates an understanding of trusts, POAs, and estates.
5. Professionally answers questions and resolves problems for customers and staff.
6. Performs a variety of customer service-related tasks, including, but not limited to redeeming US Savings Bonds, notarizing documents, and processing domestic/international wires. 
7. Creates awareness about products and services through needs exploration and rapport building. Makes referrals as appropriate. 
8. Assists in attaining branch sales goals by supporting and participating in branch campaigns.  
9. May act as a safe deposit custodian by establishing and closing safe deposit contracts, processing payments, and providing box access. 
10. Possesses complete knowledge of teller functions to assist as a teller as needed.
11. Provides support to all branches.

 Other Responsibilities:   Assumes additional responsibilities as requested.

 Education, Experience, and Skills Required:

The following skills, experience, or background are necessary (with or without accommodation) for this position.

1. High school diploma or GED required; additional courses or CFT classes preferred.
2. Minimum of two years of retail banking and/or Customer Service experience with demonstrated leadership and communication skills.
3. Strong communication and interpersonal skills.
4. Strong knowledge of current technology and ability to adapt to changing technology.
5. Demonstrated commitment to customer service.

Physical Demands/Conditions Requirements:

1. General Office environment.
2. Uses computer keyboard for extended period (90%) to enter transactions or obtain account information and complete forms.
3. Extensive use of telephone.
4. Stands or sits for an extended period (up to 7.5 hours per day).
5. Counts cash/coin for an extended period (up to 6 hours per day).
6. Carries bags of coin (up to 25 pounds).

6. Ability to wear head set for extended period to communicate with drive-up customers. 

 Equipment Used:

• General office equipment.

 In addition to being responsible for completing an accurate CTR, Customer Service Representatives and Lenders are responsible for properly identifying all bank customers in accordance with the bank’s Customer Identification Program.

All employees handling customer accounts and transactions have a duty to report apparent suspicious activity and OFAC matches to the BSA Officer and the Security Officer.

Florence Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.