Senior Customer Service Representative

About the position

The Senior Customer Service Representative is responsible for retaining existing relationships and opening new deposit accounts in accordance with branch goals. This position is responsible for promoting and cross-selling bank products and services.

Responsibilities

• Responsible for opening all consumer and business accounts and services.
• Complies with all applicable regulations, policies and procedures.
• Assess customer needs and cross sell appropriate products and services.
• May function as Teller, Teller Supervisor or Assistant Branch Manager as needed.
• Supports and contributes to the attainment of branch goals.
• Refers new business to company subsidiaries, such as insurance, mortgage and brokerage.
• Resolves customer concerns and ensures effective and long term problem resolution.
• Develops and builds customer loyalty.
• Follows up on referrals made by other team members.
• Assists with loan origination and processing as needed.
• Answers customer inquiries relating to products, rates and services.
• Provides ancillary services such as notary services.
• Responsible for tracking and monitoring of all required documentation.
• Maintains positive, friendly and professional attitude and appearance.
• Adheres to work schedules.
• Provides assistance to other retail staff on complex new account issues.
• May participate in community activities and events.
• Completes required BSA/AML training and other compliance training as assigned.
• The ability to work in a constant state of alertness and in a safe manner.
• Perform any other related duties as required or assigned.

Requirements

• Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc.
• Equivalent of four years in high school, plus night, trade extension, or correspondence school specialized training, equal to two years of college, plus 2 years related experience and/or training, or equivalent combination of education and experience.
• Ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the organization.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to utilize common sense understanding in order to carry out written, oral or diagrammed instructions.
• Ability to deal with problems involving several known variables in situations of a routine nature.

Nice-to-haves

• Some outside banking related courses