Description

The Customer Service Specialist is responsible for handling customer accounts, opening and closing accounts and processing transactions. 

Requirements

Duties and Responsibilities:

1. Provides excellent customer service by processing customer transactions; answers customer inquiries both in person and on the telephone including Customer Relationship Center Support; follows-up with customers as necessary.
2. Operates Teller window; maintains acceptable outages based on the Branch Operation Guidelines; maintains appropriate cash limits; follows policies and procedures to ensure compliance for branch audits.
3. Opens and closes deposit accounts and services with accuracy and in accordance to bank policies and applicable regulations; acts as a backup to the head teller by assisting with overrides and coaching new tellers.
4. Cross-sells bank’s products and services by using insights gained about the customer’s needs; provides investment, mortgage, business banking referrals; follows up on referral opportunities.
5. Assists in performing back office duties which includes completing branch reports, balancing the ATMs, processing night/mail deposits, and filing.
6. Assists in shared Customer Relationship Center responsibilities.
7. May float to other bank branches as needed.
8. Other duties as required.

Necessary competencies:

1. Accountability
2. Change Champion
3. Coachability
4. Communication
5. Detail Orientation
6. Organizational Savvy
7. Process Oriented 
8. Service Orientation

Technical Expertise

1. Experience in retail banking is preferred.
2. Experience in customer service is preferred.
3. Experience in financial services or banking is preferred.
4. Proficiency in MS Office [Outlook, Excel, Word] or similar software is required. Cleartouch, OnBase, various government and investor software/web portals is preferred.

Education and Experience

1. Education: High School Diploma or equivalent is required; Bachelor’s degree is preferred.
2. Certification: [Float positions] Valid driver’s license is required.
3. Years of experience: 0 to 2 years is required.
4. Years of experience supervising: None.