Customer Service Representative

Customer Service Representative

Waterville, ME

Position Summary:

This position is responsible for accurately and courteously meeting new and existing customer account needs; performing all new account opening and account maintenance; maintaining and processing teller transactions; actively supporting and cross-selling Bank products/services; and maintaining accurate cash and transaction records.

Key Responsibilities:

Customer account services:

• Provide account services to Bank customers.
• Open new checking, savings, certificate of deposit, IRA CDs and IRA savings accounts, HSA checking and savings accounts, safe deposit boxes, notarizing documents, and any other new account service.
• Take applications for ATM/debit cards, issue debit cards, order customer checks, follow up on new account openings, all following established Bank policies and procedures.
• Perform general account maintenance as necessary.
• Assist customers with certificate of deposit maturities (renewals, reinvestments, redemptions, etc.).
• Comply with all Bank and branch policies and procedures concerning customer accounts.
• Respond to customer inquiries and resolve customer account problems; refer to Branch Manager as needed for more complex business account openings.
• Act as liaison between customer and other Bank departments as necessary to address account issues.

Comply with all applicable Federal and State banking regulations and all Bank and branch operating and security policies and procedures.

Meet or exceed established objectives and standards for customer service representative performance.

Customer transactions:

• Provide prompt, courteous and efficient service to branch customers as needed.
• Process customer teller or account transactions as needed.
• Accurately settle own cash drawer and processed work in adherence to Brank performance standards and established procedures.
• Maintain daily work in good order.
• Respond to customer inquiries; refer to appropriate branch or other Bank personnel as appropriate.
• Refer complex issues or problems to the Head Teller or Branch Manager.

Support Bank products/services:

• Maintain knowledge of current KSB products and services.
• Actively utilize as many Bank products and services as possible in order to fully understand their features and benefits and to be able to communicate effectively with customers and prospective customers.
• Talk to customers and listen for "cues and clues" to determine needs; respond to customer inquiries and evaluate their needs; encourage the use of and explain Bank products/services to customers to meet their needs; establish accounts with new and existing customers through cross-selling efforts; make referrals to other Bank business lines as appropriate.
• Participate in the Bank's cross-selling programs and accurately maintain all required sales records.

Branch operations:

• Open and close the branch in accordance with established procedures and in conjunction with rotation schedule.
• Accurately record paperwork relating to new accounts, etc. in adherence to Bank performance standards.
• Maintain daily work in good order.

Branch back-up:

• Perform other branch functions as assigned to meet customer or operational needs, including working at other branches.

Community/public relations:

• Actively participate in community organizations and events. Represent the Bank in the community.

Other duties:

• Demonstrate reliable attendance and punctuality.
• Work at other Bank branches as needed for customer service, operational, or training purposes.
• Attend and participate in Bank meetings.
• Attend internal and external training to improve skills and knowledge relevant to the customer service representative position.
• Understand and fully comply with Kennebec Savings Bank's Core Values.
• Perform other duties as required.

Positions Reporting To This Position:

• None

Requirements:

Education/Experience Required:

• Bachelor's degree or equivalent work experience.
• 1 to 3 years' branch banking experience as a teller/head teller and customer service representative OR other customer service experience.
• Computer literate, with specific experience in word processing and spreadsheet applications.

Other Requirements:

• Must be able to lift cash boxes and cash bags of approximately 20 pounds.
• Must be able to distinguish between various denominations of coin and currency.
• Must be able to operate vault combinations.
• Must be able to read and work with computer print-out reports.
• Must be able to stand or sit for extended periods of time while waiting on customers.
• Must be able to spend extended periods of time operating a computer keyboard and working at a computer monitor.
• Must be able use the telephone to converse with customers for extended periods of time; must be able to communicate clearly by telephone; must have good listening ability and skills.
• Must be able to prioritize and organize work flow; must have good attention to detail; must be able to handle multiple jobs.
• Must have the ability to think through a problem, following proper steps in finding resolution.
• Must have a high degree of ethics and maintain confidentiality of customers and accounts.
• Must be friendly, courteous and sensitive to the needs of customers and coworkers.