Customer Service Representative II

Overview:

Process various Customer Service transactions accurately and efficiently while servicing customers in a friendly and professional manner. Provide excellent customer service by executing branch operations and customer service functions.

Primary Accountabilities / Responsibilities:

• Accurately process various teller transactions, including but not limited to:
• Deposits, withdrawals, transfers, loan payments, issue money orders and Treasurer’s Checks, redeem US Savings Bonds
• Answer basic customer queries
• Handle cash and run/balance a cashbox
• Use TCR (Cash Recycler)
• Assists in achieving Branch goals through sales, referrals, and retention of account relationships and excellent customer service
• Identify customer needs and effectively sell and cross-sell products and services through communicating ideas, suggestions and solutions
• Ability to open basic deposit accounts
• Comply with all regulatory requirements, including accurate completion of CTR’s
• Effectively work in a team environment with emphasis on contributing to the successful execution of a Branch Business plan
• Refer customers to Bank employees who specialize in the type of problem or query they present (Mortgage Loan Originator, Commercial Loan Officer, etc.)
• Comply with established policies, procedures and work ethics
• Ability to balance Vault & ATM
• May be assigned as the Branch Operations designee
• Perform other duties as assigned

Knowledge/Skill Requirements:

• At least one year Retail Banking experience
• Knowledge of Branch Operations preferred
• Effective listener and communicator
• Ability to problem-solve
• Ability to handle money and recall details of transaction services
• Ability to precisely follow policies and procedures and seek out assistance as needed

Work Environment/Physical Demands/Condition Requirements:

Busy office environment, with moderate noise: computers, printers, phones, and light traffic. Must be able to focus and not be easily distracted. Must be able to sit for at least 70% of the workday. Movement is required between workstations, offices, vaults, lobby, etc. Must be able to see computer screen and read documents. Ability to lift 10 lbs. Ability to multitask. Ability to travel to other Bank offices and branches, offsite meetings, company related functions, etc. with short notices.

Equipment Used:

General office equipment: Computer, Telephone, Mobile devices, Scanner

Compliance:

Satisfactorily completes all required compliance training and complies with all regulations which apply within the scope of the position.

Information Security:

Responsible for actively protecting the confidentiality of customer information and computer systems used in the bank by:

• Remaining alert to and reporting malicious or suspected malicious email.
• Participating in training opportunities to ensure continued protection of customer data.
• Provide feedback where possible to help improve the Bank’s security culture.

Responsible for maintaining confidentiality of all sensitive information.