Customer Service Representative
JOB SUMMARY: The Customer Service Representative (CSR) I is a key role focused on providing exceptional service through various communication channels, including phone, email, and chat. The CSR is expected to be knowledgeable in resolving problems, aiding in the resolution of customer questions and concerns, understanding, and explaining Bank products and services. This CSR should be familiar with or willing to learn branch forms and teller processes. The CSR I should also have basic knowledge of GL balancing.
•Provides superior customer service by responding to inbound telephone calls, emails, fax and online messagecenter inquiries from customers, branches, and internal departments. Initiate follow-up outbound calls, emails, faxand online message center replies.
•Resolve Online Banking/Cash Management problems/issues (including browser and security settings) whilesharing information with other team members on how problems/issues were resolved.
•Perform daily document indexing and maintenance review by separating, reviewing and organizing documentsreceived from various departments. Use a PC to index documents to appropriate CIF/Account cabinets. Scan andindex missing documents.
•Prepare and track missing documentation and/or incorrect information by preparing daily Maintenance Logspreadsheet and emailing to the branches.
•Through training and job rotation, prepare a daily Proof-of-Deposit (POD) reconciliation spreadsheet; balance,research and clear outstanding debit/credit entries to GL.
•Prepare a daily Branch Cash Balancing log and reconcile.
•Clear items from the worked Vertex report.
•Understand and follow corporate polices, department procedures and Federal Banking Regulations.
•Complete required training.
•Actively communicate matters of potential fraud, audit or compliance risk.
•Perform other duties as requested by Management.
•High School diploma or general education degree (GED) and 1-2-years of Customer Service Call Centerexperience. Previous banking environment preferred.
•Demonstrate strong motivational, time management, multi-tasking, problem-solving, presentation andorganizational skills. Ability to be detail oriented.
•Proficient personal computer skills including electronic mail, record-keeping, routine database activity,word processing, spreadsheet, graphics.
•Ability to read and interpret documents such as safety rules, operating and maintenance instructions, andprocedure manuals. Ability to write routine reports and correspondence. Ability to speak effectivelybefore groups of customers or employees of organization.
•Ability to add, subtract multiply and divide in all units of measure, using whole numbers, commonfractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
•Required to talk, hear, see (includes close vision, distance vision, depth perception, and ability to adjustfocus), and write or type (i.e., frequent use of hands/fingers).
•Required to stand for intermittent periods and sit for prolonged periods.
•Required to walk, reach with hands and arms, push items overhead, stoop kneel, or crouch.
•The position may require regular lifting and moving of 10-25 lbs.