CSC Representative I

Maine Community Bank•Westbrook, ME

3d•$21 - $23

About The Position

The CSC Representative I works in the Customer Service Center and reports to the Customer Service Center Manager. The role handles customer transactions and requests by telephone, Internet, and e-mail, including account transfers, sales of bank services, account and customer maintenance, and resolving account problems. The representative also provides backup transaction processing at the Video Teller Machine. The position provides timely, accurate, courteous, and professional service to internal and external customers. It requires knowledge of retail deposit and loan services, applicable banking laws and regulations, and Bank policies and procedures. The representative supports customers with online and mobile banking, debit and credit card requests, and other account needs, while following established procedures and maintaining accurate documentation. The role also attends periodic community events in support of the Bank’s mission and purpose.

Requirements

Completed or scheduled Product Knowledge Class.
Completed or scheduled Advanced Horizon Training.
Completed or scheduled Principles of Banking.
Excellent verbal and written communication skills.
Ability to analyze and solve basic MS Office and OLB/WebAdmin issues.
High adaptability to varied tasks requiring accuracy, flexibility, and a high degree of confidentiality.
Demonstrated ability to prioritize and accomplish varied tasks.
Strong attention to detail and organizational skills.
Ability to sit for prolonged periods at a desk and work on a computer.
Ability to lift up to 15 pounds on a regular basis.

Nice To Haves

A business degree or similar education is preferred but not required.

Responsibilities

Resolve customer inquiries in a timely and accurate manner.
Provide professional, courteous, and efficient service to internal and external customers.
Update customer information, answer questions, and resolve customer problems or concerns.
Use sales strategies to build customer relationships, identify customer needs, and recommend appropriate retail products or services.
Provide accurate information about retail deposit and loan services.
Maintain knowledge of and comply with Federal and State banking laws and regulations and Bank policies and procedures.
Follow established procedures and obtain required authorization for customer requests.
Enroll customers in Internet Banking and Bill Payment Services according to established procedures.
Resolve Internet Banking Service issues, including password requests, bill payment inquiries, and error messages.
Place outbound calls regarding issues such as returned wires, dormancy release, and verification of online transactions.
Answer e-mails accurately and professionally within an appropriate time frame.
Review and answer Mobile Check Deposits throughout the day, ensuring submissions are handled before 5 PM or the end of the business day.
Resolve debit card issues, including PIN resets and declined transactions; research Falcon security alerts and enter travel notes.
Submit limit increases at branch or customer request.
Process credit card payments accurately.
Ensure CAA, TLIS, and OLBEMS requests have accurate or necessary documentation within the appropriate timeframe, daily.
Attend periodic community events in support of the Bank’s mission and purpose.
Perform other duties as assigned.
Provide backup for processing transactions at the Video Teller Machine.