RECEPTIONIST/CUSTOMER SERVICE REPRESENTATIVE

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. Responsibilities also include greeting customers with respect and courtesy and directing them to appropriate area of the bank.

Employees Supervised:

None

Education, Experience and Certification Requirements

Minimum Qualifications:

1. Strong commitment to providing exceptional customer service.

1. Good interpersonal/team skills with ability to develop effective working relationships.

3. High School diploma or equivalency; 

4. Ten key proficiency; 

5. Previous personal/computer experience; 

Preferred:

1. Previous multi-line phone handling experience

Dimension of Job:

This position is responsible for extensive customer contact, including phone and in person contact. In addition to handling customer traffic, the receptionist will make recommendations of additional products and referrals to the customers as well as leads to the bank officer. The receptionist is also responsible for following banking regulations and procedures while maintaining protection of the bank‘s assets. 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

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

Receptionist Duties:

1. Personal and Phone Contacts

A. Answer and direct all incoming calls.

B. Greet and direct all customers.

C. Assist customers with general account information.

D. Keep lobby waiting area neat and coffee, etc filled.

E. Maintain employee break room, keeping supplies stocked and area neat.

F. Keep brochures up to date and lobby and workroom supplies stocked, including maintenance of rate board.

2. New Account/Officer Support:

 A Photocopy material and distribute as requested.

B. Sort and distribute mail. Prepare mail for evening pickup.

C. Assemble new account packets as needed.

D. Typing and filing as requested.

E. E-bank and telebank signups.

F. Send “Thank you” notes for new accounts as defined by management; participate in customer service survey letter mailing.

G. Assign pin numbers for ATM and Debit cards.

H. Process changes of address and other customer requests.

I. Responsible for maintenance of Christmas card list and other assigned customer service correspondence.

J. Fill copier, FAX, and main floor printers on a daily basis.

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