Customer Service Representative

Countybank | Greenwood, SC

What We're Looking For:

Countybank is seeking a self-motivated, detail-oriented individual to serve as a Customer Service Representative (CSR). The CSR will report to the Customer Service Team Lead. The primary purpose of this position is to provide customers with information on all Bank services; respond to questions, concerns, and complaints in an effective and pleasant manner by providing information directly or obtaining the assistance appropriate staff members. Promotes and participates in a sales and service culture consistent with the Bank's mission of exceeding member expectations. Provides exceptional service in each interaction with customers and staff.

Confidentiality and a commitment to embracing our corporate culture while serving clients, communities, and fellow associates are essential to the success of this position.

What You Can Expect:

All CSR Levels

• Serves internal and external customers by providing information regarding products and services offered by the bank. Answers and routes incoming companywide switchboard telephone calls in a prompt, cheerful and professional manner. Answers incoming bank Customer Service calls and online chats.
• Researches and solves customer's questions, problems and complaints regarding their account either by telephone, online chat, email, or written correspondence. Completes the request or refers customers to the appropriate team member. Keeps clear records of all customer interactions.
• Researches and solves customer questions specific to debit cards, online banking, mobile banking, BillPay, and TeleBank, using appropriate programs. With approval, able to perform appropriate maintenance to debit cards to apply limit increases and apply travel and other exemptions. Also, able to reset passwords and assist customers who have been locked out of online access to their account(s).
• Knows and understands the operational departments of Countybank and communicates with them to resolve customer issues
• Makes limited outbound calls to follow up on customer email requests, check orders, and returned mail
• Cross-trained to work the teller line and able to provide float coverage when needed
• Cross-sells all services for TCB Corporation to qualified customers when needs are discovered. Seeks to attain established goals on key products and /or referrals on a monthly basis. Assists Financial Integration Team Leader in creating and maintaining a sales culture and achieving sales goals.
• Handles a variety of clerical tasks including but not limited to: security check call for all locations, stop payment requests, check orders, credit inquiry requests, verification of deposits, account research for internal and external customers, placing Reg CC holds on mobile and ATM deposits, process online transactions, return mail verification, filing of all needed paperwork, process morning notices, returned mail and deposit corrections.

Level IV (Based on business need and job performance):

• Opens and closes deposit accounts; accepts applications for accounts, reviews customer and account information, and ensures that all documentation is completed to meet regulatory requirements
• Process account closings upon customer's written request
• Performs backup duties for accounts desk in a branch when needed

Education, Experience and Certifications:

• High School Diploma or equivalent required, Associates Degree preferred
• Experience in customer service or banking/financial experience preferred; or any equivalent combination of education, training or experience which provides the required knowledge, skills and abilities

Abilities and Skills:

• Must truly love customer service
• Able to work well under pressure and multitask
• Be proficient working with a computer and able to learn new software
• Must be capable of problem solving and have the ability to share and process information
• Able to communicate effectively and professionally with others, including exhibiting a courteous, conscientious, and generally businesslike manner in the workplace
• Must be able to remain in a stationary position, often standing or sitting for prolonged periods

This is a full-time position in a smoke and drug-free workplace with strong corporate values that foster associate growth and satisfaction. Compensation commensurate with experience, education, and level of expertise.

About Countybank

Our Mission: To Serve Our Clients, Our Communities, and Our Associates

Countybank began its service to the Greenwood community in 1933, when it was founded by a group of Greenwood businessmen as The County Bank. While the bank has evolved through its history to operate as a complete family of financial services, our core mission has never changed. We remain an independent, locally owned institution that is focused on meeting the financial needs of the families and businesses of Greenwood, Greenville, Greer, and Anderson communities.

How We Give Back

The Countybank Foundation was formed in 1971, under the leadership of former bank president R. Thornwell Dunlap Jr., to identify specific charitable needs and to distribute funds to selected organizations on a yearly basis. Since 1990, the Foundation has contributed more than one million dollars to a wide variety of local civic, educational and cultural programs, including the establishment of several college scholarships and endowments.

In addition to the Foundation's contributions, Countybank employees spend thousands of volunteer hours in their communities. Currently, more than two-thirds of the associates at Countybank volunteer with local charitable and civic organizations.

Learn More

Visit us at www.ecountybank.com.