Customer Service Representative

MRA-The Management Association
20.00
United States, Ohio, Cincinnati
Jan 03, 2025
Title: Customer Service Representative Company: North Side Bank and Trust Company DEPT: Operations Reports To: Operations Manager FLSA: Non-Exempt SUMMARY: The Customer Service Representative is responsible for performing a full range of customer service oriented telephone and e-mail support activities as directed by the Operations Manager. Greets customers professionally; responds to inquiries of a specific or general nature; determines appropriate response or direction for the caller; promotes various marketing campaigns; issues messages; resolves problems within given authority. Performs various operational background duties; processes account balance or transfer requests, stop payment orders, changes of address and other such customer requests or authorizations. Conducts a variety of routine dailytasks; reviews reports, prepares correspondence; participates in special department projects. ESSENTIAL DUTIES: Provides support to all areas of the department as directed or where service or assistance is needed, including mail and statements; demonstrates superior customer service with appropriate follow through with involved customers and employees. Provides a full range of customer service oriented telephone and e-mail support activities to customers and Bank personnel; greets customers professionally; responds to inquiries of a specific or general nature; determines appropriate response or direction for the caller; issues messages. Resolves customer concerns, problems and discrepancies by clarifying issues within given authority; researches and explores answers and alternative solutions; reconciles accounts; enters corrections; reverses customer fees or charges with the concurrence of Bank management; escalates unresolved problems. Promotes various marketing campaigns; explains features and benefits; identifies and acts upon potential cross sell or up sell opportunities; obtains enrollment information. Performs various operational background duties; process incoming lockbox, processes account balance or transfer requests, morning returns/overdrafts, real estate taxes, child support payments, stop payment orders, changes of address and other such requests based upon proper customer identification, authorization and approval; conducts transaction call back procedures, processes tax levies, garnishments and bond redemptions etc. Attends various product knowledge and customer service training presentations. Composes, prepares and issues correspondence such as internal memorandums and letters to customers. Performs a wide variety of routine clerical duties; completes routine reports, forms and lists; prepares correspondence. Maintains a proficient knowledge of all applicable banking rules and regulations. Assists in special projects and tasks for the department as directed. Assumes responsibility for various department functions in the absence of staff members or in overload situations. Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions. Demonstrates knowledge of and adherence to Equal Employment Opportunity (EEO) policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action. Assures compliance with all Bank policies and procedures and all applicable state and federal banking laws, rules and regulations. Completes administrative tasks correctly and on time; supports the Bank's goals and values; benefits the Bank through outside activities. Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one's own actions and conduct. SECONDARY DUTIES: The position of Customer Service Representative performs duties specific to the position and other functions as assigned. SUPERVISORY RESPONSIBILITY: The position of Customer Service Representative is not responsible for the supervision of any employee(s). ENVIRONMENT AND PHYSICAL ACTIVITY: The incumbent is in a non-confined office-type setting in which he or she is free to move about at will. The incumbent in the course of performing this position, spends time writing, typing, speaking, listening, lifting (up to 15 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching. The incumbent for this position may operate any or all of the following: telephone, copy and fax machines, adding machine (calculator), scanner and image systems, scanning equipment, typewriter, computer terminal, printers, or other equipment as directed. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. MENTAL DEMANDS: The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem-solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks and constant interruptions. MINIMUM REQUIREMENTS: These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines. High school diploma or general education degree (GED); or 2 years related experience and/or training; or the equivalent combination of education and experience. Work related experience should consist of call center or customer service support duties in a financial institution or business environment. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related. Skills in operating telephone system equipment and a pleasant speaking voice. Courteous and professional social skills to converse with customers in a business environment. Basic experience, knowledge and training in bank operational activities, terminology and products and services. Basic sales and marketing experience. Basic knowledge of general office practices. Excellent organizational and time management skills. Basic skills in computer terminal and personal computer operation; host computer system; word processing, spreadsheet and specialty software programs. Intermediate typing skills to meet production needs of the position. Basic math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs. Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, speak clearly to customers and employees. Ability to deal with routine problems involving multiple facets and variables in non-standardized situations. Ability to work with minimal supervision while performing duties. Current driver's license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.