Customer Service Representative

Customer Service Representative – Central Bank

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• Performs a variety of customer services, such as opening new accounts, opening retirement accounts, and assisting customers with inquiries concerning products and services.
• Explores customer needs and cross-sells services that are in the best interest of the customer.
• Provides superior service to customers.
• Conducts relationships and activities consistent with established bank policies, procedures and systems, the corporate code of conduct, Bank Secrecy Act and all applicable State and Federal laws and regulations.
• Assesses the needs of the customer, explains the different types of accounts available and assists in the selection of the most appropriate one for their needs.
• Actively participates in the sales program; attends appropriate sales training; utilizes sales program initiatives; works with the manager to set sales goals and makes every effort to reach targeted goals.
• Make referrals to other business units for traditional and non-traditional banking products and services.
• Actively takes advantage of all sales opportunities, cross-selling bank products and services to new and existing customers, ensuring recommended products and services meet the needs of the customer.
• Participates in sales programs to generate new customers.
• Opens personal or business accounts and prepares all related documentation.
• Opens new and processes changes to safe deposit boxes.
• Opens new accounts, opens debit cards, issues and redeems certificates of deposit, and opens and adds to individual retirement accounts.
• Acquires and maintains knowledge of all bank products and services.
• Prepares all related documents for wire transfers and forwards them to the wire transfer department.
• Answers questions, gives explanations, and solves problems for customers face‑to‑face, over the phone and through correspondence.
• Maintains a neat and orderly work area and ensures that all cash, negotiables and confidential records are secured and/or disposed of properly.
• Consistently demonstrates proficiency in providing exemplary customer service in person and by telephone.
• Actively listens to customers and maintains a friendly, positive and professional attitude.
• Resolves difficult situations with tact and diplomacy.
• Looks for creative ways to make customers feel appreciated and special.
• Assists others in the department/facility as needed and/or directed.
• Arranges daily work plans to handle customer flow and bank processing requirements, provides customer service and meets bank record‑keeping requirements.
• Acquires and maintains thorough knowledge and understanding of compliance and regulatory issues relating to customer service areas (e.g., Bank Secrecy Act, Regulations CC, E, DD, P, etc.) evidenced by appropriate application of these regulations in day‑to‑day operations.
• Acquires and maintains thorough understanding of security procedures; practices established procedures.
• Understands role in case of robbery and knows proper post‑robbery procedures.
• Completes or attends all required training.
• Other duties as assigned.

• High school education or equivalent.
• Basic Math Skills Required.
• PC and typing skills required.
• Attention to detail required.
• Ability to maintain regular and punctual attendance.
• Must possess good judgment skills and the ability to handle confidential information.
• Ability to read, write, and speak English.
• Effective oral and written communication skills.
• Strong customer relations skills and ability to communicate and work well with employees and customers in a cooperative, positive manner.
• Ability to work quickly and accurately, analyze information and make decisions.
• Willingness to assume additional responsibilities/duties/projects as they arise.
• Ability to operate office equipment, including computers, calculators/adders, telephones, voice mail, copy machines, fax machines, automatic currency counter, coin machine, check encoder, and security devices.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Seniority level:
Entry level

Employment type:

Full-time

Job function:
Other