Floating Customer Service Representative (CSR)

Description

Job Title: Floating Customer Service Representative (CSR)

Department: Retail

Reports To: Retail Manager

FLSA Status: Non-Exempt

Prepared By: Retail Manager

Prepared Date: January 2024

SUMMARY:

Develop and enhance banking relationships by serving our existing customers on the front line in a friendly, efficient, and accurate manner. Must have a general understanding of our products and services to best service our customers on the front-line. CSR’s are also responsible for enhancing relationships by offering product/service solutions to fit our customers’ needs. This CSR will travel to all eight of our south branches to cover staff absences.

Requirements

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Flexibility is crucial in this role. Hours/shifts will differ based on branch location and staffing needs. Schedules can change from day to day.
• Greet all customers in person and on the phone in a warm and friendly manner.
• Conduct daily teller work duties including but not limited to: deposits, withdrawals, balancing of one’s teller drawer, customer inquiries, transfers, and safe deposit box entry and exit.
• Counsel new customers to choose appropriate products.
• Answer customer questions and resolve customer problems expediently and empathetically.
• Cross-sell products and services to customers appropriately – those customers who have displayed or expressed a need for a particular product or service.
• Use computer programs such as MS Office suite of products and Customer Information System.
• Conduct branch specific daily transaction scanning, transmitting, and monitoring in an efficient and accurate manner.
• Create an atmosphere of teamwork by helping coworkers to promote a positive and fun working environment.
• Attend all training, including product, compliance and customer service, as determined by manager.
• Participate in community events to promote the welfare of the county and create a favorable reflection on the bank.
• Understand and adhere to all Bank policy, procedures, laws and regulations applicable to this role. Complete compliance training; follow internal processes and controls as required.

SUPERVISORY RESPONSIBILITIES

This position will have no supervisory responsibilities.

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

High school diploma or general education degree (GED); at least three months related experience and/or training; or equivalent combination of education and experience.

Must have keyboarding and 10-key typing skills. Computer and data processing literacy preferred, including experience with Microsoft Office programs. Mathematical, organizational, and professional verbal/written communication skills required.

LANGUAGE SKILLS

Ability to communicate professionally and distinctly to the general public and other coworkers. Ability to read and interpret general business periodicals.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, decimals, and basic algebra.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of situations. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid driver’s license is required for travel to Bank offices, training sessions, customer meetings, Bank and community meetings, etc. Ability to speak a foreign language helpful but not required.

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 talk or hear. The employee frequently is required to sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, or crouch. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and depth perception.

Must be willing to travel to all of SCSB’s eight locations; this staff member is a floating CSR that covers absences in our branch locations. Must be willing to work on a Saturday rotation in addition to regular 7:15 a.m. – 5:30 p.m. schedule.

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.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and outside weather conditions. The noise level in the work environment is usually moderate.