Customer Service Representative
Paintsville, KY Paintsville, KY $14 - $18 an hour $14 - $18 an hour Equal Opportunity Employer M/F/Veteran/Disabled If you need assistance in applying for this or any of our other open positions, please contact 606-789-4001 and ask for Human Resources or email email protected .
SUMMARY Primarily responsible for performing all duties of a paying and receiving customer service representative.
Work is varied in nature with changing priorities.
This position requires a high degree of initiative, discretion and judgement.
Incumbent applies working knowledge of customer service operations to work performed.
Works under limited supervision.
Must comply with various laws, regulations, established policy and procedures integrated with the teller software.
Is skilled in the areas of new accounts, transaction processing, vault, safe deposit and branch operations while always providing exceptional customer service.
Customer Service Representatives are responsible for helping meet the branch deposit growth goal set by management annually.
May work at various locations.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
Other duties may be assigned.
SALES The Customer Service Representative is expected to have knowledge about the Bank's products and services and be able to identify the customer's needs and sell the products/services to meet those needs while maintaining a high level of service, professionalism and productivity when communicating to the customer.
The Customer Service Representative has a primary role in the bank's sales culture and is responsible in helping meet the branch deposit growth goal set by management annually.
Expected to meet sales referrals and branch sales goals Promotes growth by developing new business and personal banking relationships.
CUSTOMER SERVICE Ensures the customer experience meets and/or exceeds customers' expectations.
Provides effective customer service by answering customer questions; investigates and corrects errors; and resolves problems or other issues.
Answers telephones and directs callers to proper bank personnel.
Assist customer in reconciling accounts.
Responds quickly to customers' questions and requests and resolves issues independently or through other Bank personnel.
By acting independently, the position will provide a quality customer experience that emphasizes the Bank's recognition of the community it serves.
Operates personal computer to process account activity; determine balances and resolve problems within given authority.
Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions.
Provides support to all assigned areas of branch operations where service or assistance is needed.
Provides leadership, training and support to less experience personnel.
May be asked to perform quarterly surprise audits on the vault and Branch Operations and Sales Specialist.
This position is responsible for the management of assigned cash drawer.
Accepts and processes checking and savings deposits including night deposits; inspects deposit tickets and deposited items for completeness and correctness; validates customer receipts.
Places holds on accounts to identify uncollected funds.
Follows all guidelines and gets required approval.
Provides overrides and remote overrides when needed.
Performs intermediate duties and support related to branch operational activities and financial services by processing all new account-related transactions.
Meeting customers' needs requires knowing the product line.
CSR's are expected to have a high degree of knowledge about the bank's products and services.
Interviews customers to obtain information; establishes proper identification of new customers; determines need and extent of reference investigation.
Assists consumer and business customers in their selection of various accounts, products and financial services available from the Bank; and ensures cross-sell opportunities are presented by applying professional sales techniques.
Reference material concerning more detailed information should be convenient and well organized.
Processes accurate work, keeping errors to a minimum required.
Seeks additional training when needed from supervisor.
May represent the Bank in various community, civic, and community reinvestment functions to further enhance the Bank's image and develop additional business.
Supports the Bank's goals and values.
CSRs are expected to accurately prepare the appropriate documentation for deposit accounts.
This involves staying up-to-date with changes in policy, procedure, regulations, software, etc.
CSRs open new accounts including but not limited to checking, savings, Certificates of Deposit, Individual Retirement Accounts (IRA's), VISA Check cards and Voice Response Transfers (VRT's).
CSRs are responsible for leasing Safe Deposit Boxes and maintaining the records for boxes at their assigned branch.
Processes wire transfer requests, address changes, check and deposit slip orders, processes stop payments, place holds as needed, performs safe deposit box duties by opening accounts, controlling access, assisting customers and processing affiliated reports.
Discusses, prepares and processes documents related to the Bank's electronic banking services.
Obtaining appropriate documentation for court appointments, Powers of Attorney forms, and other documents as required by law, regulation, or procedure.
Follows established procedures and processes Currency Transaction Reports.
Accepts and processes large quantity of coin and when assigned, balances coin machine.
Cashes checks and savings withdrawals within prescribed limits and follows all policies and procedures; redeems savings bonds.
Processes collection items and credit card cash advances.
Sells and prepares official checks.
Processes all types of loan, credit line, and safe deposit payments.
Prepares daily totals and corresponding tickets for batch transactions (e.
g.
, ATM settlement, cash advances, etc.
).
Prepares transactions for processing through Smart Branch and maintains work at the branch location with adherence to established procedures and timelines.
Monitors and maintains an adequate supply of currency and coin; balances cash drawer according to established schedule and performance standards.
Sells excess coin and currency to vault, or buys coin and currency to maintain minimum but adequate draw supply.
Responds to customer inquiries regarding basic account information (e.
g.
, account balance, check clearance, loan payoff, etc.
).
Accepts telephone transfers and wire transfers, stop payment and check orders; prints account history if time allows.
Assists with night depository duties; logging bags, processing deposits, making change orders, issuing receipts and returning bags to customers.
Assures compliance with all Bank policies, procedures and process, adheres to Bank Secrecy Act (BSA) responsibilities that are specific to the position.
Scans documents and updates customer information as required.
Contributes to the overall profitability of the branch.
Monitors expenses to ensure compliance with budget.
Maintains knowledge of security and safety policies and strictly adheres to established procedures.
Assures work area and branch lobby is maintained in a neat, clean and attractive manner; recommends changes, repairs or redesign.
Treats people with respect; keeps commitments; Inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
Is assigned additional duties commiserate with the tellers skill set and training.
Assist in acquisitions/mergers as needed Travel may be required to assist other locations.
COMPETENCIES To perform the job successfully, an individual should demonstrate the following competencies:
CUSTOMER SERVICE Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
TECHNICAL SKILLS Pursues training and development opportunities; strives to continuously build knowledge and skills; Shares expertise with others.
PROBLEM SOLVING Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
INTERPERSONAL SKILLS Focuses on solving conflict, not blaming; Maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
ORAL AND WRITTEN COMMUNICATIONS Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Writes clearly and informatively; able to read and interpret written information TEAMWORK Balances team and individual responsibilities ; exhibits objectively and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
ORGANIZATION SUPPORT Follows policies and procedures; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.
MOTIVATION Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals PROFESSIONALISM Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
SAFETY AND SECURITY Observes safety and security procedures ATTENDANCE/PUNCTUALITY Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
DEPENDABILLITY Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
INITIATIVE Undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; ask for and offers help when needed.
INNOVATION Displays original thinking and creativity; meets challenges with resourcefulness.
COMPUTER SKILLS Operates personal computer to process account activity.
To perform this job successfully, an individual should have knowledge of Internet software; Spreadsheet software and Word Processing software.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE Associates Degree is preferred; High School Diploma or equivalent is required; or 1-2 years related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS Ability to read and interpret general documents such as instructions, laws regulations, policy and procedure manuals.
Ability to speak effectively with customers or employees of organization.
Ability to speak effectively with customers or employees of organization.
MATHEMATICAL SKILLS Ability to add, subtract, multiply, divide.
REASONING ABILITY Ability to solve practical problems and deal with a variety of variables in situations where multiple policy, laws, regulations, procedures and guidelines exist.
Ability to interpret a variety of instructions furnished in written, oral, or schedule form.
PHYSICAL DEMANDS 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.
While performing the duties of this job, the employee is regularly required to stand, twist, bend, lift, talk, and hear.
The employee frequently is required to use their hands to handle and pick up objects such as paper, currency and coin.
The employee is occasionally required to walk and sit.
The employee must occasionally lift and/or move up to 50 pounds.
Average vision is required by this job.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
There may be unpredictable hours in order to balance books because of computer failure or unusually heavy customer traffic.
May be required to stand for long periods when providing services to customers.
High degree of pressure to work efficiently, accurately and maintain good customer relations.
Exposed to a potentially hazardous condition, i.
e.
, robbery.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
SUMMARY Primarily responsible for performing all duties of a paying and receiving customer service representative.
Work is varied in nature with changing priorities.
This position requires a high degree of initiative, discretion and judgement.
Incumbent applies working knowledge of customer service operations to work performed.
Works under limited supervision.
Must comply with various laws, regulations, established policy and procedures integrated with the teller software.
Is skilled in the areas of new accounts, transaction processing, vault, safe deposit and branch operations while always providing exceptional customer service.
Customer Service Representatives are responsible for helping meet the branch deposit growth goal set by management annually.
May work at various locations.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
Other duties may be assigned.
SALES The Customer Service Representative is expected to have knowledge about the Bank's products and services and be able to identify the customer's needs and sell the products/services to meet those needs while maintaining a high level of service, professionalism and productivity when communicating to the customer.
The Customer Service Representative has a primary role in the bank's sales culture and is responsible in helping meet the branch deposit growth goal set by management annually.
Expected to meet sales referrals and branch sales goals Promotes growth by developing new business and personal banking relationships.
CUSTOMER SERVICE Ensures the customer experience meets and/or exceeds customers' expectations.
Provides effective customer service by answering customer questions; investigates and corrects errors; and resolves problems or other issues.
Answers telephones and directs callers to proper bank personnel.
Assist customer in reconciling accounts.
Responds quickly to customers' questions and requests and resolves issues independently or through other Bank personnel.
By acting independently, the position will provide a quality customer experience that emphasizes the Bank's recognition of the community it serves.
Operates personal computer to process account activity; determine balances and resolve problems within given authority.
Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions.
Provides support to all assigned areas of branch operations where service or assistance is needed.
Provides leadership, training and support to less experience personnel.
May be asked to perform quarterly surprise audits on the vault and Branch Operations and Sales Specialist.
This position is responsible for the management of assigned cash drawer.
Accepts and processes checking and savings deposits including night deposits; inspects deposit tickets and deposited items for completeness and correctness; validates customer receipts.
Places holds on accounts to identify uncollected funds.
Follows all guidelines and gets required approval.
Provides overrides and remote overrides when needed.
Performs intermediate duties and support related to branch operational activities and financial services by processing all new account-related transactions.
Meeting customers' needs requires knowing the product line.
CSR's are expected to have a high degree of knowledge about the bank's products and services.
Interviews customers to obtain information; establishes proper identification of new customers; determines need and extent of reference investigation.
Assists consumer and business customers in their selection of various accounts, products and financial services available from the Bank; and ensures cross-sell opportunities are presented by applying professional sales techniques.
Reference material concerning more detailed information should be convenient and well organized.
Processes accurate work, keeping errors to a minimum required.
Seeks additional training when needed from supervisor.
May represent the Bank in various community, civic, and community reinvestment functions to further enhance the Bank's image and develop additional business.
Supports the Bank's goals and values.
CSRs are expected to accurately prepare the appropriate documentation for deposit accounts.
This involves staying up-to-date with changes in policy, procedure, regulations, software, etc.
CSRs open new accounts including but not limited to checking, savings, Certificates of Deposit, Individual Retirement Accounts (IRA's), VISA Check cards and Voice Response Transfers (VRT's).
CSRs are responsible for leasing Safe Deposit Boxes and maintaining the records for boxes at their assigned branch.
Processes wire transfer requests, address changes, check and deposit slip orders, processes stop payments, place holds as needed, performs safe deposit box duties by opening accounts, controlling access, assisting customers and processing affiliated reports.
Discusses, prepares and processes documents related to the Bank's electronic banking services.
Obtaining appropriate documentation for court appointments, Powers of Attorney forms, and other documents as required by law, regulation, or procedure.
Follows established procedures and processes Currency Transaction Reports.
Accepts and processes large quantity of coin and when assigned, balances coin machine.
Cashes checks and savings withdrawals within prescribed limits and follows all policies and procedures; redeems savings bonds.
Processes collection items and credit card cash advances.
Sells and prepares official checks.
Processes all types of loan, credit line, and safe deposit payments.
Prepares daily totals and corresponding tickets for batch transactions (e.
g.
, ATM settlement, cash advances, etc.
).
Prepares transactions for processing through Smart Branch and maintains work at the branch location with adherence to established procedures and timelines.
Monitors and maintains an adequate supply of currency and coin; balances cash drawer according to established schedule and performance standards.
Sells excess coin and currency to vault, or buys coin and currency to maintain minimum but adequate draw supply.
Responds to customer inquiries regarding basic account information (e.
g.
, account balance, check clearance, loan payoff, etc.
).
Accepts telephone transfers and wire transfers, stop payment and check orders; prints account history if time allows.
Assists with night depository duties; logging bags, processing deposits, making change orders, issuing receipts and returning bags to customers.
Assures compliance with all Bank policies, procedures and process, adheres to Bank Secrecy Act (BSA) responsibilities that are specific to the position.
Scans documents and updates customer information as required.
Contributes to the overall profitability of the branch.
Monitors expenses to ensure compliance with budget.
Maintains knowledge of security and safety policies and strictly adheres to established procedures.
Assures work area and branch lobby is maintained in a neat, clean and attractive manner; recommends changes, repairs or redesign.
Treats people with respect; keeps commitments; Inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
Is assigned additional duties commiserate with the tellers skill set and training.
Assist in acquisitions/mergers as needed Travel may be required to assist other locations.
COMPETENCIES To perform the job successfully, an individual should demonstrate the following competencies:
CUSTOMER SERVICE Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
TECHNICAL SKILLS Pursues training and development opportunities; strives to continuously build knowledge and skills; Shares expertise with others.
PROBLEM SOLVING Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
INTERPERSONAL SKILLS Focuses on solving conflict, not blaming; Maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
ORAL AND WRITTEN COMMUNICATIONS Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Writes clearly and informatively; able to read and interpret written information TEAMWORK Balances team and individual responsibilities ; exhibits objectively and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
ORGANIZATION SUPPORT Follows policies and procedures; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.
MOTIVATION Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals PROFESSIONALISM Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
SAFETY AND SECURITY Observes safety and security procedures ATTENDANCE/PUNCTUALITY Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
DEPENDABILLITY Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
INITIATIVE Undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; ask for and offers help when needed.
INNOVATION Displays original thinking and creativity; meets challenges with resourcefulness.
COMPUTER SKILLS Operates personal computer to process account activity.
To perform this job successfully, an individual should have knowledge of Internet software; Spreadsheet software and Word Processing software.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE Associates Degree is preferred; High School Diploma or equivalent is required; or 1-2 years related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS Ability to read and interpret general documents such as instructions, laws regulations, policy and procedure manuals.
Ability to speak effectively with customers or employees of organization.
Ability to speak effectively with customers or employees of organization.
MATHEMATICAL SKILLS Ability to add, subtract, multiply, divide.
REASONING ABILITY Ability to solve practical problems and deal with a variety of variables in situations where multiple policy, laws, regulations, procedures and guidelines exist.
Ability to interpret a variety of instructions furnished in written, oral, or schedule form.
PHYSICAL DEMANDS 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.
While performing the duties of this job, the employee is regularly required to stand, twist, bend, lift, talk, and hear.
The employee frequently is required to use their hands to handle and pick up objects such as paper, currency and coin.
The employee is occasionally required to walk and sit.
The employee must occasionally lift and/or move up to 50 pounds.
Average vision is required by this job.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
There may be unpredictable hours in order to balance books because of computer failure or unusually heavy customer traffic.
May be required to stand for long periods when providing services to customers.
High degree of pressure to work efficiently, accurately and maintain good customer relations.
Exposed to a potentially hazardous condition, i.
e.
, robbery.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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