Customer Service Representative

Position Description

JOB TITLE: Customer Service Representative

REPORTS TO: Customer Service Manager

DIRECT REPORTS: N/A

FSLA STATUS: Nonexempt

POSITION SUMMARY: Responsible for providing exceptional customer service including efficient and accurate transaction processing.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Process all customer transactions.
• Maintain the highest level of confidentiality with customer and bank information.
• Maintain and balance a cash drawer in accordance with Bank procedures.
• Promote and cross sell the bank’s products and services.
• Promoting business for the Bank by maintaining good customer relations and referring customers to appropriate staff for new services.
• Handle customer inquiries, refer customers and work as a liaison between the other departments for issues that cannot be resolved at the teller line.
• Required to be fully knowledgeable and skilled in the areas of teller transactions.
• Perform as a team member.
• Represent the bank in a manner that maintains and expands positive relations with all customers, potential customers and co-workers.
• Image documents, and filing.
• Responsible for safeguarding sensitive customer information from cyber and other threats by following the Acceptable Use Policy and Code of Conduct/Ethics Policy.
• Responsible for upholding the security and confidentiality of nonpublic personal information that is obtained from customers by following the Banks Gramm-Leach-Bliley Act (GLBA) Policy.

SECONDARY DUTIES:

• May need to be fully knowledgeable in opening, maintaining, and closing of all account types.
• May be responsible for Bank opening and/or closing.
• May need to be fully knowledgeable and skilled in the areas of vault.
• May need to be fully knowledgeable in safe deposit box procedures and access.
• Perform branch clerical duties.
• Working knowledge of job applicable regulations and timely completion of required compliance training as assigned by the bank.
• Perform other duties as may be assigned by Management.

TEAM/COMMITTEE ASSIGNMENTS:

• Customer Service team

ROLE QUALIFICATIONS:

Education

• High school diploma or GED equivalent

Experience

• Previous customer service experience preferred but not required.

Other Skills & Abilities

• Excellent communication skills, both oral and written.
• Sets strong ethical standards with integrity, honesty, and trustworthiness in all professional relationships.
• Competence with computers and 10-key calculator.
• Results oriented.
• Ability to work in a fast-paced environment.
• Strategizes and collaborates with team members.

Performance Measures

• Meets or exceeds sales expectations established by management.
• Compliance with all regulatory requirements.
• Accuracy with handling money and customer transactions.
• Effectiveness of communication and development of effective working relationships with co-workers, subordinates, community and customers.

WORKING CONDITIONS:

Work is performed largely within the Bank with limited chance for personal injury. Prolonged and frequent mental and visual concentration required. Standing is required for at least 80-90% of the workday. Periodic stressful situations in response to multiple priorities within established deadlines. Work hours are generally during normal business hours including Saturday mornings. Unscheduled morning, evening and additional weekend work may be needed to meet the needs of customers and employees with supervisor’s approval.

GENERAL NOTICE:

The statements contained in this job description describe the general nature and level of work being performed by the individual accepting this role. This job description does not state or imply that these are the only duties and responsibilities assigned to this job. The employee holding this job will be required to perform any other job-related duties requested by management and/or the Board of Directors. All job requirements are subject to possible modification to reasonably accommodate individuals with a disability.

Job Types: Full-time, Part-time

Pay: $15.00 - $17.00 per hour

Schedule:

• 4 hour shift
• 8 hour shift
• Weekend availability

Ability to commute/relocate:

• Wausau, WI: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: One location

Salary : $15 - $17