Customer Service Specialist

FUNCTION: This position provides excellent customer service and a full range of banking services with an emphasis on developing, building and retaining strong customer relationships for customers with basic deposit and lending needs. Processes routine and complex teller transactions efficiently and accurately while meeting the Bank’s Customer Experience standards and may have vault cash and ATM responsibilities. Contributes to the overall sales growth of the Bank by engaging in customer conversations to develop rapport, explore financial needs and goals and recommend solutions. Engages business partners to provide more expert assistance as appropriate. May assume responsibility for the Branch in the absence of the Branch Manager, Assistant Branch Manager, Relationship Manager or Retail Loan Specialist.

ACCOUNTABILITIES

Customer Experience:

Promotes a customer-centered culture and attitude among staff

Builds relationships by providing the highest level of service, demonstrating You Matter More to each customer, getting to know customers on an individual basis

Engages in conversations and demonstrates basic consultative sales skills to understand customer needs and financial goals, offers solutions as appropriate or refers to other team members in accordance with Bank strategy

Understands the Bank’s products and services and how they benefit customers, promoting as appropriate

Embraces and utilizes the Bank’s sales and coaching process, completes action plans in an effort to meet goals

Sales and Servicing:

Serves as the primary in-branch sales and service contact by opening consumer and Maine Street business deposit relationships as well as processes and closes basic consumer loan requests in compliance with Bank policies and procedures

Provides customers with information on products and services, rates, service charges and fees as well as other relevant information

Maintains a high level of knowledge on all deposit products and services as well as basic consumer loan products

Understands business partner relationships and refers to other team members in accordance with Bank strategy

Demonstrates ability to handle routine service issues independently, refers customers to appropriate staff for advanced problem resolution

Researches and resolves problems either through direct action or referral to and follow up with other Bank resources

Answers written and telephone inquiries from customers concerning bank services

Customer Transactions:

Accurately, efficiently and courteously processes transactions in compliance with Bank policies and procedures

Performs routine and more complex transactions independently and correctly, acts as a resource to others

Maintains accurate cash and transaction records, meeting established teller performance standards

Demonstrates ability to handle more complex transaction issues independently, refers customers to appropriate staff for advanced problem resolution; acts as a resource to others

Determines the necessity of placing holds on items presented for deposit

Maintains awareness of current fraud alerts and identifies fraudulent activity

Utilizes non-transaction processing time effectively by engaging in value added activities

Compliance and Control:

Understands, demonstrates competency and maintains knowledge of the Bank’s operational and risk management policies as well as the Bank’s security policies and procedures

Assists in ensuring that the Bank is in compliance with local, state and federal regulations

Assists in completing operational and audit functions within the Branch

General:

Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork

Conforms to acceptable punctuality/attendance/professionalism standards as expressed in the Employee Handbook

May train or assist in training new employees

Performs additional duties as requested

Travel to other branches for coverage may be required

COMPETENCIES:

Integrity/Ethics – deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad

Vision/Values – Supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others

Adaptability/Flexibility – adapts to change, is open to new ideas, takes on new challenges

Initiative – takes action, operates as a pro-active self starter, acts on opportunities to improve

Interpersonal Skills – has good listening skills, excellent customer service skills, able to communicate clearly and professionally both in telephone and written communication

Productivity – manages time well, handles information flow well, strong multi tasking skills with the ability to prioritize and organize work flow, accepts accountability, meets accuracy standards

Decision Making - able to think through a problem, following proper steps in finding resolution

Teamwork – Team player with a positive attitude, promotes a team atmosphere, selflessly pitches in, shares information, partners well with others, willingly assists co-workers and share responsibilities

Sales Skills – applies sales skills to identify customer needs and refer to appropriate business partners, translates product features to benefits, cross –selling skills, ability to identify and act on sales opportunities, works to develop sales skills

KNOWLEDGE/SKILLS/EXPERIENCE REQUIRMENTS:

High school diploma or equivalent

Two years experience in retail banking, lending, sales, customer service and/or cash handling experience

Demonstrated basic lending proficiency

Demonstrated personal computer literacy

PHYSICAL DEMANDS/CONDITIONS REQUIREMENTS

General office environment

May be required to move bags of coin short distances. Moderate lifting (up to 50 lbs.) required.

Moderate reaching, walking, sitting and standing required

EQUIPMENT USED

General office equipment

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.

R2183