Customer Service Representative

Florence Bank•Hadley, MA

18d•$21 - $29•Onsite

About The Position

Provides superior customer service to customers while placing an emphasis on relationship building. The Customer Service Representative consistently provides superior professional service to internal and external customers and meets expectations of teamwork, punctuality, and regular, reliable attendance. They open, maintain, and service deposit accounts and ancillary services, and demonstrate an understanding of trusts, POAs, and estates. This role professionally answers questions and resolves problems for customers and staff, and performs a variety of customer service-related tasks, including redeeming US Savings Bonds, notarizing documents, and processing domestic/international wires. They create awareness about products and services through needs exploration and rapport building, making referrals as appropriate. This role assists in attaining branch sales goals by supporting and participating in branch campaigns. They may act as a safe deposit custodian by establishing and closing safe deposit contracts, processing payments, and providing box access. The representative possesses complete knowledge of teller functions to assist as a teller as needed and provides support to all branches. Additional responsibilities may be assumed as requested.

Requirements

High school diploma or GED required; additional courses or CFT classes preferred.
Minimum of two years of retail banking and/or Customer Service experience with demonstrated leadership and communication skills.
Strong communication and interpersonal skills.
Strong knowledge of current technology and ability to adapt to changing technology.
Demonstrated commitment to customer service.
Uses computer keyboard for extended period (90%) to enter transactions or obtain account information and complete forms.
Extensive use of telephone.
Stands or sits for an extended period (up to 7.5 hours per day).
Counts cash/coin for an extended period (up to 6 hours per day).
Carries bags of coin (up to 25 pounds).
Ability to wear head set for extended period to communicate with drive-up customers.
Responsible for completing an accurate CTR.
Responsible for properly identifying all bank customers in accordance with the bank’s Customer Identification Program.
Duty to report apparent suspicious activity and OFAC matches to the BSA Officer and the Security Officer.

Nice To Haves

additional courses or CFT classes preferred

Responsibilities

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