Customer Service Representative

JOB DESCRIPTION:  CUSTOMER SERVICE REPRESENTATIVE

 Summary/Objective
 The Customer Service Representative will interact with customers and co-workers by providing information in response to inquiries about products and services.

 Essential Functions

1. Interacts with customers via telephone, email, or in person to provide support and information on products and services.        
2. Examine endorsements and signatures on large paid items.  
3. Assists with customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the appropriate staff.
4. Ensures that appropriate actions are taken to resolve customers' problems and concerns.
5. Pulling and filing of closed/ dormant signature cards.
6. Review obituaries daily.
7. Scan daily work.
8. Research for subpoenas.
9. Complete incoming credit report requests.
10. Responsible for ensuring the Code of Ethics is being followed.
11. Responsible for reporting any Code of Ethics/ Internal fraud violations.
12. Follow all bank policies and procedures.
13. Performs all other related duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Competencies

1. Customer/Client Focus.
2. Decision Making.
3. Technical Capacity.
4. Stress Management/Composure.
5. Thoroughness.
6. Communication Proficiency

Supervisory Responsibility:  This position has no supervisory responsibilities.

Work Environment: This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, fax machines, calculators, and scanners. 

Physical Demands:  This position requires manual dexterity, the ability to lift files and open filing cabinets. This position requires prolonged sitting, bending, stooping or standing as necessary.  

Position Type/Expected Hours of Work:  This is a full-time position. Days and hours of work are typically Monday through Friday, 8:00 a.m. to 5 p.m., with a Saturday rotating schedule from 8:30 a.m. to noon.

Travel:  No travel is normally expected for this position.  However, temporary placement at other locations may occur due to vacation, illness, or staff shortage.

Required Education and Experience

       1.  High school diploma or equivalent.

       2.  Computer experience, Microsoft Suite preferred. 

Preferred Education and Experience

1. Previous customer service experience.
2. Two or more years of banking experience.

Additional Eligibility Qualifications:  Multi-lingual capabilities, including Spanish, are a plus.

Classification:  Non-exempt

Other Duties:  Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EOE/AA Disability/ Veteran