Customer Service Representative

Position: Customer Service Representative I

Reports to: Branch Manager

Indirectly

Reports to:

City Executive/Branch Operations Manager

Reports to this position: None

FLSA Status: Non-Exempt

Perform a variety of customer services such as opening new customer accounts, selling retail bank products and services, reconciling accounts, servicing existing accounts and providing information about bank services and help resolve account‑related problems to meet customer needs.

• Perform all duties associated with opening, maintaining and closing bank retail accounts per bank policy guidelines.
• Actively sell and cross‑sell bank products and services in a professional manner. Display enthusiasm for bank products and services. Maintain up-to-date knowledge of all bank products and services. Identify customer needs and encourage use of bank products and services.
• Assist customers with information requests or problem resolution in a timely, professional manner.
• Communicate effectively with customers and potential customers as well as with internal bank contacts.
• Ensure compliance with all legal and regulatory mandates as well as all bank policies and procedures.
• As required, may function as a backup teller and/or backup loan officer assistant.
• Prepare miscellaneous control reports related to customer service role or branch operations.
• Perform other duties as assigned.

• Knowledge of community bank retail services and all such Southern Bank services.
• Knowledge of legal and regulatory requirements for bank transactions and depository account activities.
• Ability to identify customer needs and sell bank services.
• Excellent customer service skills including ability to handle difficult customer situations while remaining calm.
• Ability to pay attention to detail and concentrate in spite of distractions.
• Ability to make sound decisions and use good judgment based on bank policy and procedure guidelines.
• Effective oral and written communication skills.
• Maintain a professional appearance and work area.

• High school diploma or GED or equivalent.
• Previous community banking experience with new accounts preferred.
• One to two years of previous experience in customer contact or sales roles preferred.
• Capable user of standard office equipment/software applications.
• Cash handling experience preferred.