Customer Service Specialist II

UNION Savings BANK•Freeport, IL

About The Position

Supports the Branch Chanel Lead within the banking office with branch customer service efforts and assists with coaching staff for improved performance. Supervises customer service specialists in accordance with UNION Savings BANK policies and applicable laws.

Requirements

Strong customer focus, including the ability to think in terms of client experience/perspective.
Displays positive attitude and enthusiastic personality with the ability to foster enthusiasm, engagement, and participation in others.
Intermediate computer skills and strong math skills that will allow for analysis of credit and financial information.
Good communicator. Effective verbal, written and interpersonal skills, with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, and speak clearly to customers and employees.
Ability to supervise, develop, coach and motivate staff to reach branch/individual goals.
Requires being exact or highly accurate while meeting deadlines.
Demonstrated customer service skills within a sales culture.
High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
Strong telephone etiquette and interpersonal skills.

Responsibilities

Supports internal and external customers at every touch point including phone, email, text, online and in-person interactions to resolve questions and concerns.
Builds relationships by communicating with professionalism and empathy.
Takes ownership of the customer experience with a focus on positive outcomes and resolutions.
Oversees the day-to-day teller and support operations activities of the branch as assigned including cash vault balancing, customer service reporting, tracking, balancing cash drawers, auditing new account documents, etc.
Assists in training new staff Trains, mentors, and coaches’ colleagues to help develop operational and proactive sales skills and acts as a subject matter expert to help mentor bankers to provide excellent customer service and identifying sales opportunities.
Has decision making authority for transaction overrides.
Serves as a leader at the branch in the absence of the Branch channel lead and will engage with the appropriate chain of command as required.
Ensure branch audits are completed as required with results reports to Branch Channel lead.
Performs normal customer service duties daily.
Ensures all stations are adequately stocked and ready for subsequent shifts at changeover or closing.
Shares feedback and identify areas of opportunity for improvement for team members.