CUSTOMER SERVICE REPRESENTATIVE SUPERVISOR

Stockman Bank of Montana•Bozeman, MT

10d

About The Position

Our people, philosophy and the way we do business have positioned Stockman Bank as Montana’s premier financial center for business leaders, agriculture operators, commercial developers and real estate owners. We are a Montana-born company, built on western values, focused on creating long-standing relationships through integrity, expertise and results. Our offices are locally managed and community-oriented, allowing us to best serve our customers. Our workforce is well trained and competent and our work environment encourages productivity, personal growth and job satisfaction. This position is the Office’s front line with regard to New Accounts and Customer Service. It requires extensive product knowledge to support frequent customer contact in the development of new business through the servicing of requests, calling on existing customers, identification and calling on potential customers, and representing the Bank in community activities. Responsible for the merchant program and other duties as assigned.

Requirements

Strong commitment to providing exceptional customer service.
High School diploma or equivalency.
Ten key proficiency.
Previous computer experience.
1-2 years previous financial institution/customer service experience
Strong communication and organizational skills.

Nice To Haves

Previous Bank Operations knowledge and skills.

Responsibilities

Supervise new accounts personnel and receptionist for the branch.
Assist with training of customer service personnel as needed.
Establish clear performance expectations and conduct annual review of CSR staff.
Responsible for quality customer service delivery of all CSR staff.
Refer operational issues/concerns to Operations Officer as needed.
Maintain an extensive knowledge of deposits, loan and on-deposit services offered by Stockman Bank by studying product information, bulletins, regulations and updates. Attend periodic training sessions and stay abreast of new procedures, marketing techniques, rules and regulations.
Sell multiple financial products and services to new and existing customers by assessing customer needs and determining which financial services can best satisfy those needs.
Spot sales opportunities and cross-sell other Bank services as they arise.
Refer potential clients to the Investment Center.
Resolve customer account problem(s) at the request of either the customer or employee.
Gather and verify data or information for reports, in response to problems or inquiries.
Correct, clarify or settle differences or discrepancies in accounts detected internally or brought to the Bank’s attention by customers.
Be aware of all new deposit account and closed account activity.
Observe and enforce all Bank policies and procedures.
Assist with answering incoming calls as necessary.
Monitor and direct lobby traffic.
Update deposit rates and lobby PC display.
Preparation of documentation for all deposit accounts.
Accept wires, transfers, stop payments, change of addresses; order checks, ATM and debit cards, balance checkbooks, etc.
Maintain temporary signature cards/W-8’s/W-9’s
Send “Thank you” notes for new accounts as defined by management or those identified directly.
Promote the improvement of Stockman Bank through quality customer service, promotion of products, professionalism in conduct and diligent work ethic.
Greet all customers pleasantly and make them feel welcome and comfortable.
Handle transactions quickly and professionally.
Effectively handle customer questions and problems.
Spot sales opportunities and refer business consistently.
Cross-sell other Bank services whenever the opportunity arises.
Keep up-to-date on pricing and products.
Relay customer comments and/or complaints to the Supervisor/Branch Manager.
Manage the branch’s overdraft list, review non-posts, returned items and assist with resolving other issues for the Operations Department in Miles City on a daily basis.
Assist with training material preparation and presentation for various operations issues.
Oversee branch audit functions by maintaining the Branch Ops Officer Manual.
Assist the Senior Operations Officer in the day-to-day monitoring of operational and technological issues.
Provide assistance to Senior Operations Officer in assessing Security procedures at each branch; providing periodic training to branch personnel.
Maintain a working knowledge of Bank's written policies and procedures that apply to and concern this position’s area of responsibility, including general regulations such as the Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and various other Federal and State regulations as they apply.