What are the responsibilities and job description for the Customer Service Representative II position at John Marshall Bank?
Customer Service Representative II
Department: Retail Banking
FSLA Status: Non-Exempt
Reports to: Branch Operations Manager
SUMMARY
The primary responsibility of this position is to open a variety of new accounts to include checking, savings, certificate of deposit, money market and Individual Retirement Accounts. This position determines customers’ needs and focuses on building a full banking relationship by regularly promoting, describing and cross-selling bank products and services. Assists with providing prompt, efficient and accurate service in processing various teller transactions.
ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
OTHER DUTIES
Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
COMPETENCIES
• Represents the bank to customers in a courteous and professional manner.
• Opens new accounts, collects required information and prepares all documents. Explains various account and ownership options.
• Identifies opportunities to promote, describe and cross sell the bank’s products and services. Is knowledgeable about bank products and services.
• Processes a variety of complex account transactions such as account maintenance and research requests, wire transfers, loan payments, CD maturities, interest and penalties, stop payments, change of address, ATM, Online Banking and Bill Pay, automatic payments, etc.
• Processes teller transactions, and maintains teller and cash handling competencies as outlined in the CSR II job description.
• Assists with coaching, training and supervising assigned teller activities.
• Successfully navigates and utilizes OSI-DNA applications, and affiliated websites
• Handles in-person and over-the-phone customer inquiries, requests and maintenance, following the Bank’s service standards
• Maintains customer confidentiality at all times
• Remains current on Bank Policies and Procedures
• Professionally answers the telephone and follows-up in a timely manner
• Actively participates in Bank community involvement activities
• Fosters a positive and supportive team environment
• Refers difficult customer situations to Branch Management
• Refers prospects to the Bank’s partners
• Observes the appearance of the branch, reports repairs and maintenance issues promptly
• Assists in the training of new tellers
• Completes on-going courses to maintain required compliance knowledge requirements ? Performs other duties as assigned
SUPERVISORY REQUIREMENTS
This position has no direct supervisor responsibilities
WORKING ENVIRONMENT
This is a tobacco free and traditional office environment with a low noise level. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines Professional appearance needs to be maintained and customer service expectations as specified in the Employee Handbook
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to handle money, operate office equipment, and communicate effectively with others
May be required to lift and carry up to 30 pounds in the form of computer paper, cash drawer or other items
Ability to lift and transport boxes of coin
Ability to apply visual attention, dexterity and coordination in the regular operation of computer, branch related and general office equipment
TRAVEL
Requires ability to attend off-site meetings.
REQUIRED EDUCATION, EXPERIENCE AND SKILLS:
- High School Diploma/GED required
- Bachelors/Associates preferred
- Minimum six months cash handling experience required
- 3-5 years of experience preferred
- Ability to multi-task and follow detailed instructions
- Excellent communication and customer service skills
- Ability to operate standard office equipment
- Proficient computer skills
- Successful completion of branch training and any other required compliance training
John Marshall Bank is an Equal Opportunity Employer.