Customer Service Center Representative - Operations Center

The Commercial & Savings Bank•Millersburg, OH

2h•Onsite

About The Position

The Commercial & Savings Bank (CSB) is seeking a full-time Customer Service Center Representative for its Operations Center in Millersburg, Ohio. This role focuses on handling customer phone inquiries, establishing professional rapport, and providing exceptional customer service. The representative will identify customer needs and cross-sell CSB products and services. CSB is an independent community bank with a long history and is recognized as a top employer in its region.

Requirements

High school diploma or general education degree (GED) is required.

Responsibilities

Serve customers in a professional and caring manner, adhering to CSB Customer Service & Retail Ready! Standards.
Follow CSB professional standards of dress and conduct.
Build rapport with customers by asking quality questions to help meet their needs.
Demonstrate commitment to CSB’s vision, mission, and core values.
Respond to customer inquiries and provide relevant information regarding account information for both deposits and loans.
Service customers in a professional, efficient, and expedient manner.
Perform duties regarding service support, including transfers between accounts, balance inquiries, account problems, check reorders, stop payments, Online Banking ID/PIN Unlock and Resets, Live Chat, ATM and Wire questions.
Resolve difficult transactions and sensitive customer relations.
Maintain thorough knowledge of all CSB products, services, and lines of business, staying updated on recent offerings.
Maintain excellent working relationships with all departments of the Bank.
Identify customer needs by actively listening and probing for more information.
Research issues arising from customer questions when an immediate answer cannot be provided.
Follow through and provide timely updates to customers, ensuring no customer waits longer than 24 hours without an update.
Follow up with customers via email or phone to ensure concerns have been addressed.
Decipher customer inquiries and prioritize the importance of calls.
Ensure customer privacy and positively identify each customer.
Work independently and make necessary decisions to assist customers.
Perform daily and backup responsibilities for Bank Operations.
Assist the Bank Operations Manager with special projects.
Create reference material for CSC staff members.

Benefits

Competitive base wage
Incentive compensation and profit sharing
Medical, dental, vision, short- and long-term disability, and group life insurance
Paid time off for vacation, illness, bereavement, and jury duty
401(k) with an employer match and on-site advisers
Employee Assistant Program (EAP) with free access to mental health resources
Comprehensive wellness program with financial incentives
Training and professional development opportunities
Paid holidays available immediately upon hire
Volunteerism opportunities