CUSTOMER SERVICE SUPERVISOR

Position General Responsibilities:

This position is the Office’s front line with regard to New Accounts and Customer Service.  It requires extensive product knowledge to support frequent customer contact in the development of new business through the servicing of requests, calling on existing customers, identification and calling on potential customers, and representing the Bank in community activities. Responsible for the merchant program and other duties as assigned.

Employees Supervised:

Customer Service Representatives at designated branch.    

Education, Experience and Certification Requirements

Note:  Only minimum responsibilities are listed.  Other responsibilities may be required as requested by management.

Basic Qualifications:

1.      Strong commitment to providing exceptional customer service.

2.      High School diploma or equivalency.

3.      Ten key proficiency.

4.      Previous computer experience.

5.      1-2 years previous financial institution/customer service experience

6.      Strong communication and organizational skills.

Preferred:

1.      Previous Bank Operations knowledge and skills.
 

Dimension of Job:

The position requires a thorough knowledge of all types of accounts, services and products offered and sold.  The Customer Service Representative (CSR) will have extensive in-person and telephone contact and is to conduct relationships in a manner that will enhance the professional, community focused and overall marketing effort of the Bank.

Position Specific Responsibilities, Duties and Competencies

Supervision:

a.       Supervise new accounts personnel and receptionist for the branch.

b.      Assist with training of customer service personnel as needed.  

c.       Establish clear performance expectations and conduct annual review of CSR staff.

d.      Responsible for quality customer service delivery of all CSR staff.

e.       Refer operational issues/concerns to Operations Officer as needed.

New Accounts/Sales/Service:

1. Maintain an extensive knowledge of deposits, loan and on-deposit services offered by Stockman Bank by studying product information, bulletins, regulations and updates.  Attend periodic training sessions and stay abreast of new procedures, marketing techniques, rules and regulations.
2. Sell multiple financial products and services to new and existing customers by assessing customer needs and determining which financial services can best satisfy those needs.  Products include but are not limited to:

*  Transaction Accounts                     *  Safe Deposit Boxes

*  IRA’s                                              *  Trusts

*  Savings Accounts                           *   Direct Deposit Enrollment

*  ATM Cards                                     *  Wire Transfers

*  Credit Cards

1. Spot sales opportunities and cross-sell other Bank services as they arise.
2. Refer potential clients to the Investment Center.

Administration:

1. Resolve customer account problem(s) at the request of either the customer or employee.
2. Gather and verify data or information for reports, in response to problems or inquiries.
3. Correct, clarify or settle differences or discrepancies in accounts detected internally or brought to the Bank’s attention by customers.
4. Be aware of all new deposit account and closed account activity.
5. Observe and enforce all Bank policies and procedures.
6. Assist with answering incoming calls as necessary.
7. Monitor and direct lobby traffic.
8. Update deposit rates and lobby PC display.
9. Preparation of documentation for all deposit accounts.
10. Accept wires, transfers, stop payments, change of addresses; order checks, ATM and debit cards, balance checkbooks, etc.
11. Maintain temporary signature cards/W-8’s/W-9’s
12. Send “Thank you” notes for new accounts as defined by management or those identified directly.

 For full description, which includes physical mental demands please see attachment.