Customer Service Representative (Retail)

Description

First State Bank – Job Description

Job Title:                  Customer Service Representative          Status      Non-Exempt

Department:             Retail Services

Reports To:               Retail Services

Primary Purpose of the JOB:

Delivers the desired customer experience by providing high quality service and completing teller transactions accurately including using effective listening to identify customer needs and cross selling products and services in order to deepen customer relationships. Works as a productive, cooperative, and engaged team member to serve customers and reach individual and branch goals.

Essential DUTIES:

• Follows First State Bank’s established guidelines for accurately processing all customers’ transactions, while maintaining acceptable cash balancing records.
• Understands and follows First State Bank’s policies, procedures, and guidelines. Adheres to cash controls including cash drawer limits, buy/sell procedures, dual control, and other applicable procedures.
• Provide excellent customer service and build trusting relationships with customers, showing a sincere interest in the customer and their financial success. 
• Protect the bank’s assets by adhering to all security, confidentiality, and compliance/regulatory policies.
• Effectively handle customer complaints and resolve issues by working with customers and management to identify mutually beneficial solutions.
• Build strong customer relationships by using effective listening skills to gain insight into customer needs and identifying opportunities to benefit the customers, efficiently resolving problems, and providing superior quality service in a professional, efficient, and courteous manner. 
• Actively listens, provides timely and helpful information, shares, collaborates and participates in team discussions.
• Maintain product knowledge and stay up to date with product and promotional changes.
• Actively engage in communication with supervisor through coaching and professional development
• Create and maintain a courteous and professional relationship with co-workers while maintaining timely and prompt daily attendance

Other DUTIES:

• Other duties as assigned

Required Preparation and Experience:

• High School diploma or equivalency (GED)

• Six months of experience as a teller in a financial institution or as a retail sales representative/cashier

additional position requirements:

• Demonstrate proficiency with technology and software and ability to operate standard office equipment for extended periods of time.
• This work involves standing most of the time with brief periods of walking or sitting and may occasionally require lifting and/or moving up to 25 pounds.
• Exposed to potentially hazardous conditions, such as robbery. Receives detailed instructions and procedures to be followed on an annual basis to minimize risk.
• Excellent communication skills, orally, written, and mathematical skills
• Ability to manage difficult situations
• Ability to work with a variety of technology, such as mobile services and online banking
• Ability to travel to branch locations when necessary
• Ability to work Saturdays and some evenings required

WHAT CAN WE OFFER YOU:

• Working with an energetic team focused on making our customers financially successful!
• An opportunity to grow your career and do amazing things!
• Collaborative and energetic work environment
• Incentive program based on performance
• Paid Time Off (PTO) and Paid Holidays for Full Time/Part Time Employees
• Paid time to support your community!
• Health, Dental, Vision (Full Time)
• 401K match and Life Insurance (Full Time /Part Time Employees)
• Educational Assistance Program (Full Time/ Part Time Employees)
• Employee Assistance Program

Employees are expected to comply with all laws, regulations, bank policies and procedures, including specifically First State Bank’s Bank Secrecy Act and Anti-Money Laundering Policy and procedures, and its Customer Identification Program.  Failure to comply with either the letter and/or spirit of these laws may result in disciplinary action, up to an including termination.  

This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other instructions and duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

Management has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

Qualifications