Under the direction of the Customer Service Manager (CSM), the Customer Service Representative (CSR) is responsible for establishing a full-relationship with customers. The Customer Service Representative is personally committed to consistently creating a great customer experience by meeting a broad range of financial service needs. In addition, the CSR will help lead the branch team to attain branch goals. Adheres to all bank established policies, procedures and overall banking/compliance regulations.
Essential Functions of the Job
1. Promotes, represents and welcomes current and potential customers, employees and vendors to the bank in a professional and inviting manner.
2. Develop a strong, value-added relationship with current and prospective customers by engaging in conversations that uncover their current and future financial needs. Provide solutions to ensure the customer feels understood, informed and confident in the bank and products/services offered.
3. Leads and encourages a positive working environment with a can-do attitude, which fosters our Cultural Beliefs.
4. Proficiently performs routine, basic and complex transactions and tasks including but not limited to:
•Accept and process deposits, withdrawals, transfers, check cashing, loan payments and advances.
•Maintain proper cash levels and keeps cash secure at all times. Accurately balances cash drawer and vault and reports variations in accordance with bank policy.
•Process daily branch capture, verifying accuracy of scanned documents to minimize non-posts.
•Collects information for outgoing wire transfers up to specified limit.
•Basic account maintenance including address changes holds, and stop pays.
•Open and Close all depository accounts including but not limited to: IRA, HSA, Business and Consumer accounts. Ensure proper Customer Identification (CIP) and Bank Secrecy (BSA) procedures are appropriately followed.
•Completes required reports timely and accurately (including UAR and CTR)
5. Expert knowledge of Bank of Utah's depository products accounts, apps and online services along with a strong understanding of bank's products and services. Promote and refer other bank products/services to customers and convert service opportunities to sales when appropriate.
6. Proactively seek solutions to customer service and efficiency issues. Troubleshoot online and mobile banking issues. Service customer accounts and requests accurately in accordance with bank policy and procedure.
7. Maintain comprehensive and up to date knowledge of banking regulations related to assigned job function. Complete required compliance and job specific training.
8. Actively participate in meetings, individual and group feedback/training sessions.
Additional Responsibilities:
•Quality, accuracy, reliability, friendliness, thoroughness and timeliness of services provided to internal and external customers
•Understands and adheres to Bank policies and procedures
•Ability to earn the trust and respect of customers and co-workers
•Exhibits professional workplace appearance and conduct
•Keeps bank, customer, and employee information confidential
•Participates in training and appropriate professional development
•Reliability in reporting to work regularly and on time
•Informs customers and potential customers of additional Bank services when appropriate.
Experience, Skills and Education
•Previous customer service experience.
•Basic computer and Microsoft Office Suite skills.
•Previous cash handling experience preferred
•High School Diploma or equivalent required
Working Conditions:
•Work is performed largely in a pleasant office environment.
•Prolonged sitting, standing, and mental and visual concentration for computer and equipment usage required.
•Must be able to bend, turn, twist, lift and move up to 30 pounds of office supplies, equipment, and coin.
•Position is not telework eligible, all job duties must be performed in the branch or office
•Travel may be required between branches, to and from training/meetings, etc.
•Attendance is an essential function of the job.