Job description

Equal Opportunity Employer, Including Disability/VETS

Summary Description

Provides excellent customer service, ensuring that all customer needs are met. Manages lobby traffic and helps to reduce customer wait times. Serves as primary contact for resolving routine and complex problems on customer accounts. Demonstrates proficiency in handling a variety of tasks and responsibilities including the performance of the essential functions of a CSR as well as the ability to respond to the sales and service needs of bank customers. The amount of time spent performing each function varies based on the personnel and traffic of each branch location. Primary focus is meeting the immediate needs of bank customers, while also looking for opportunities to enhance and expand relationships.

Essential Functions

Consistently executes City’s phone, platform and CSR service standards to provide excellent customer service
Displays a positive and professional attitude at all times
Actively promotes and sells the bank’s products and services to prospective and existing customers by using City’s customer conversation model to uncover customer needs
Accurately processes routine banking transactions and service and maintenance requests including, but not limited to, check cashing, deposits, withdrawals, account transfers, loan payments and debit card disputes
Maintains and balances a working cash supply
Assists customers with routine maintenance and complex service issues; sees through to complete resolution
Assists customers with loan applications, recommends appropriate loan structure, gathers required documents, submits package to retail loan department and closes retail loans as needed
Meets minimum individual production levels for retail loans, checking accounts and mortgage referrals; actively contributes to branch goals
Develops and maintains customer relationships; actively seeks referral resources from existing customers
Refers customers to other departments and business partners appropriately
Maintains an up to date knowledge of bank products and services
Maintains general knowledge of the competitive environment
Completes all training within predetermined time limits
Adheres to all bank regulatory, audit, and compliance policies and procedures
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job

Position Requirements

High school diploma or equivalent
Demonstrated sales and service skills
Ability to multi-task, organize, and prioritize to ensure excellent customer service
Displays professional dress and demeanor
Personal computer proficiency
Cash handling experience preferred
1-2 years of retail banking experience preferred
Must be compliant with Loan Officer Requirements of the SAFE Mortgage Licensing Act and Regulation Z. Compliance includes review of the candidate’s financial responsibility, character, and general fitness prior to placement in the role. Within 30 days of employment, employee must comply with NMLS registration and corresponding background check requirements
Work is generally performed indoors in environmentally-controlled conditions
Typically the employee may sit to perform the work; however, there may be some standing, walking, bending and lifting 5–10 pounds

Critical Skills / Expertise

Excellent customer service and sales skills
Excellent oral communication and listening skills
Knowledge of (or the ability to learn) the bank’s operating systems, policies and procedures

Required profile