Customer Service Representative

Overview

Customer Service Representative Duty Summary The position of CSR Builds strong client relationships by identifying financial needs and delivering personalized solutions. Is responsible for opening and maintaining consumer and business accounts, processing service requests, and submitting credit applications. Provides exceptional customer service by anticipating needs and collaborating with internal partners in Home Lending, Merchant Services, Small Business, Commercial, and Trust. Effectively communicates with clients to recommend appropriate banking products and services, including digital solutions.

Maintains deep knowledge of consumer and business offerings and proactively educates clients on emerging self-service technologies to support their financial goals.

• Thorough knowledge of bank services and products.
• Successful completion of internal Customer Service Representative Training class as well as any and all other training requirements.
• Assists consumer and business customers in their selection of various accounts, products, and financial services available from the Bank; ensures cross-sell opportunities are presented by applying professional sales techniques.
• Interviews customers to obtain information; establishes proper identification of new customers in accordance with CIP guidelines; determines need and extent of reference investigation.
• Discusses, prepares, and processes documents related to the Bank’s electronic banking services.
• Makes decisions regarding the opening of new accounts and revisions to existing accounts; assigns account numbers; completes forms requiring customer signature(s); checks Chex Systems history; accepts initial deposits; prepares all documents and items pertaining to checking accounts, savings accounts certificates of deposit, IRAs, HSAs, and other products for processing.
• Operates personal computer to process account activity, determine balances, and resolve problems within given authority.
• May represent the Bank in various community, civic, and community reinvestment functions to further enhance the Bank’s image and develop additional business.
• Provides effective customer service by answering customer questions; investigates and corrects errors; and resolves problems or other issues.
• Issues official checks & money orders within guidelines.
• Performs safe deposit duties by opening accounts, controlling access, assisting customers, and processing affiliated reports.
• Receives and processes stop payment and hold orders.
• Presents funds received from customer to teller for initial deposits; determines funds availability and obtains receipt for customer.
• Processes Chex Systems reports, wire transfers, credit card orders, debit card disputes address changes, check and deposit slip orders, and endorsement stamp orders.
• Performs official notary duties upon completion of becoming a Notary Public for the State of Indiana.
• Records, files, scans documents, updates information and sorts mail or reports as required.
• Gathers data and process various reports and callbacks.
• Answers telephones and directs callers to proper Bank personnel.
• Processes credit and debit card applications, card ordering/issuing and file maintenance.
• Processes statements, renewal notices and interest payments for IRA and certificates of deposit accounts.
• May assist in opening and closing the vault daily; assists in balancing vault currency and coin.
• Cross-trains less experienced branch personnel.
• Cross-train in Teller duties & perform duties as needed.
• Types routine letters, reports, and forms.
• Maintains files, copies and faxes documents, and orders and distributes supplies.

• High school diploma or general education degree (GED); or related experience and/or training; or the equivalent combination of education and experience. Work related experience should consist of a financial institution operations, sales or customer service background. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.
• Intermediate experience, knowledge and training in branch operation…