** Customer Service Spclst**

**Job Category****:** Branch Operations **Requisition Number****:** CUSTO005073 Showing 1 location **Job Details**

**Description**

**Position Information**

Job Title: Customer Service Specialist

FLSA Status: Non-Exempt

Reports to: Operations Manager

Full/Part Time Status: Full-Time

Work Location: Various, Nationwide

Travel Requirement: 0% -25% of the time

**Education, Experience, and Qualifications:**

Minimum Education Level: High School Diploma

Minimum Experience: Some experience in retail sales and customer service functions a plus.

Combination of Experience and Education can meet the job requirements: Yes

**Language Requirement**

English: Written: Advanced Verbal: Fluent

Korean: Written: N/A Verbal: N/A

**Computer/Systems Knowledge Requirements**

Microsoft Outlook: Intermediate

Microsoft Word: Intermediate

Microsoft Excel: Intermediate

Microsoft PowerPoint: Intermediate

**Essential Duties and Responsibilities include the following:**

* Uses excellent communication and active listening skills to learn about the customers financial needs, establish trust, optimize sales opportunities, generate leads, and provide quality customer service.

* Achieves and exceeds individual and branch sales and service targets through recommendations of new and existing products and services (e.g. accounts, loans, and credit cards), sales referrals, cross-selling, up-selling in a results-driven environment and provide the great experience to every customer.

* Uses a strong knowledge in the products and services offered at the Bank to confidently educate customers about the features, benefits, and pricing so they are better informed with a deeper level of understanding.

* Orders checks and makes changes to customer information in an accurate and timely manner according to the customers request.

* Provides exceptional service in handling customers in person or over the telephone.

* Processes deposits, withdrawals, check cash, loan payments and other transactions including but not limited to reject items and returned items.

* Involves supervisors if transactions are over authority limits or exceptionally complex.

* Responsible for loss prevention in the processing all transactions and duties.

* Issues cashiers checks, bank checks, money orders and travelers checks.

* Keeps work station neat, clean and well stocked with supplies and brochure materials.

* Additional responsibilities as assigned by supervisors may include:

o Night & Mail Depository

o ATM balancing

o Safe Deposit Box

o Filing signature cards and documents

o May help with a variety of audits and verifications

o Input fund holds and stop payment request to core system

o Address changes, CD renewals, etc.

o Branch back counter capture

o Miscellaneous tasks and duties associated with the operations of a retail banking branch

* Complies with the Banks security program, including but not limited to:

o Reviews and complies with the End-User Computing Agreement

o Acquires good knowledge on functions and usage of computer systems as related to the assigned job functions.

o Be current and knowledgeable in industrys trend in safeguarding the Bank against confidential data leak, identity theft, fraudulent activities, and computer security threats.

o Reports suspicious activities to manager, Chief Risk Officer or Information Security Officer.

* Assists with customer inquiries more than 50% of the day, ex. reviewing reports, resolving issues, printing statements, contacting customers.

**BSA, CRA, Fair Lending and other Compliance Responsibilities:**

* Complies with BSA, CRA, fair lending, and other compliance issues as required by policies and procedures.

* Inputs customer information to EZ teller for various transactions.

* Reports any suspicious activities to Operations Manager/ BSA officers.

* Verifies customer name and payee/beneficiary name to OFAC, NCCT for out-bound wire transfers and monetary instrument purchase, and new account.

* Report matches with NCCT and OFAC to Operations Officer or Operations Manager for further instructions.

**KNOWLEDGE, SKILLS, ABILITIES REQUIRED:**

**Communication skills:**

* Excellent written and oral communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing, in person, and over the phone.

* Ability to respond effectively to the most sensitive inquiries or customer complaints.

**Reasoning Skills:**

* Excellent analytical skills including the ability to define problems, collect data, establish facts, and draw conclusions.

* Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

**Professional Skills:**

- Ability to demonstrate a high level of ethical behavior and follow the Code of Conduct.

- Ability to remain flexible in order to adapt to changes in the work environment.

- Ability to study and apply new information.

- Ability to take initiative and prioritize tasks; good time-management, problem prevention, and problem-solving skills.

- Ability to work accurately with close attention to detail.

- Ability to maintain confidentiality of sensitive information.

- Ability to work with co-workers, customers, and outside agencies professionally and tactfully.

- Possess a work ethic that includes neatness, punctuality, and accuracy.

- Must exhibit a professional, businesslike appearance and demeanor.

**Work Environment and Physical Demands:**

Lifting/Carrying:

Under 20 lbs: Rarely (Less than 1 hour per week)

Pushing/Pulling:

Under 20 lbs: Rarely (Less than 1 hour per week)

Twisting/Turning:

Reach over shoulder: Rarely (Less than 1 hour per week)

Reach over head: Rarely (Less than 1 hour per week)

Reach Outward: Rarely (Less than 1 hour per week)

Kneel: Rarely (Less than 1 hour per week)

Squat: Rarely (Less than 1 hour per week)

Sit: Constant (Over 66% of the time)

Walk-Normal Surfaces: Frequent (34%-66% of the time)

Walk-Uneven Surfaces: Rarely (Less than 1 hour per week)

Stand: Occasional (1% - 33% of the time)

Bend: Occasional (1% - 33% of the time)

Driving

Automatic Trans: Occasional (1% - 33% of the time)

Other

Keyboard/Ten Key: Constant (Over 66% of the time)

Fingering (fine dexterity): Occasional (1% - 33% of the time)

Handling (grasping, holding): Occasional (1% - 33% of the time)

Repetitive Motion Hands: Occasional (1% - 33% of the time)

Repetitive Motion Feet: Rarely (Less than 1 hour per week)

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**