Customer Service Representative

Assist customers with all aspects of opening and maintaining personal and commercial accounts. Greet customers as they enter the Bank and direct them to the proper department or individual. Assist with incoming phone calls to the proper department or individual. Listen to the customers needs so as to cross-sell the proper product or service. Make appropriate qualified referrals to other departments thru the iStep system.

Provide superior service to customers. Actively model CBOLO's customer service standards. Must work assigned Saturdays and may work at other branches as needed. Conduct 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.

• Consistently demonstrate a "Positive, Can Do" attitude and Legendary Customer Service with every customer by practicing and having a thorough understanding of CBOLO's 14 Standards of Service.
• Assess the needs of the customer, explain the different types of accounts available and assist in the selection of the appropriate product/ service for all personal and business customers. Cross-sell bank products and services meet needs of the customer.
• Open and update personal and business accounts by following proper bank procedures and CIP Policy. Gather the required information and documents for opening and maintaining personal/ business accounts and related products.
• Actively participate in STEP program; attend appropriate sales and STEP training; utilize STEP program initiatives; work with manager and other team members to make every effort to reach targeted goals. Make qualified referrals thru iStep to other departments.
• Actively take advantage of all sales opportunities, cross-selling bank products and services to new and existing customers, ensuring recommended products and services meet needs of the customer.
• Participate in sales program to generate new customers and maintain up to date customer assessment records to assist in follow up calls.
• Maintain a neat and orderly work area and ensure that all cash, negotiable and confidential records are secured and/or disposed of properly.
• Arrange daily work plans to handle customer flow, proper processing requirements, bank recordkeeping requirements and up to date monthly follow up.
• Acquire and maintain thorough knowledge and understanding of compliance and regulatory issues relating to customer service areas (i.e. Bank Secrecy Act, Regulations CC, E, DD, P, etc.) evidenced by appropriate application of these regulations in day-to-day operations.
• Acquire and maintain a thorough understanding of security procedures; practice established procedures and understand role in case of a robbery and know proper post-robbery procedures.
• Ability to work quickly and accurately, analyze information and make decisions.
• Attend all required training.

• Assist others in the department/facility as needed and/or directed. May be assigned teller responsibilities. May be assigned safe deposit box responsibilities. May be assigned work or training at other locations. May be assigned other responsibilities or duties as distributed by supervisor.
• Willingness To Assume Additional Responsibilities/duties/projects As They Arise.
• Must work assigned Saturdays and may work at other branches as needed.

• High School diploma or equivalent
• Ability to read, write, and speak English
• Effective oral and written communication skills
• Strong customer relation skills and ability to communicate effectively and work well with supervisor, co-workers and customers in a cooperative, positive manner
• "CARE ABOUT PEOPLE" attitude
• Typing skills, 50 WPM minimum
• Product Knowledge
• Letter formatting skills
• Computer experience, desirable
• Attention to detail
• Must possess good judgment skills and punctual attendance
• Ability to operate office equipment

Regularly required to sit, stand, walk, talk, see and hear. Regularly required to use hands, fingers, and objects, tools, or controls and reach with hands and arms. Occasionally required to stoop, kneel, or crouch. Occasionally required to drive. Frequently lift and/or move up to 20 pounds. Specific vision abilities include close vision.

Work is normally performed in a typical interior/office work environment. The individual experiences little discomfort from noise, dust or other factors. Exposed to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure.