Retail Banking- Customer Solutions Representative

CUSTOMER SOLUTIONS REPRESENTATIVE (NE-7)

All Locations

This position is responsible for helping customers achieve their financial goals, small or large, by providing outstanding service in a courteous, professional and ethical manner. Whether processing day-to-day banking transactions or educating customers on bank services that enhance their financial well-being, customer solutions representatives are cross-trained to fully handle both operational and moderate customer service representative tasks efficiently and effectively.

ACCOUNTABILITIES / RESPONSIBILITIES:

Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers. 

1. Proactively engages with customers on retail branch floor – informs and educates through various experiences including digital presentations - provides efficient, accurate and courteous customer service.    
2. Maintains complete knowledge of Bank’s products and services.  Identifies and actively engages customer in determining needs and goals.  Recommends and creates customized solutions – opens and processes all types of consumers and businesses deposit, retirement, and consumer credit card accounts, participates in onboarding and customer retention activities. Refers to a business partner as appropriate.             
3. Performs a variety of transactions to service the customer including processing deposits, withdrawals, payments, check cashing, commercial teller transactions, coin orders, cash advances, traveler’s checks, etc.   
4. Assists customers with account maintenance, CD renewals, address changes, research requests, check ordering, debit card orders, safe deposit access, notary services, and able to effectively demonstrate online banking and mobile banking services. 
5. Balances transactions and cash at the end of the day and assists with ATM balancing and branch settlement. Maintains keys and combinations.  Has branch opening and closing responsibilities. Assists with other security and audit routines. 
6. Ensures that transactions are processed accurately and proper documentation completed. 
7. Promotes the Bank’s products and services and maintains active participation in community affairs. 
8. Responsible for adhering to Bank policies and procedures related to regulatory compliance requirements applicable to the job function. 
9. Performs related and unrelated duties as may be needed.

POSITION REQUIREMENTS:

High School diploma; associate’s or bachelor’s degree preferred; minimum of two years of customer service or related experience required, cash handling experience helpful. A proven ability to take initiative to achieve personal and professional goals and objectives.  Effective customer service, verbal and written communication, mathematical, problem solving and organizational skills. Detail-oriented and able to multi-task and use various types of office equipment, including computer. Able to lead by example. Tech-savvy – use and ability to demonstrate features of banking technology with customers using a variety of tools.  Proficient use of Microsoft Word, Excel, Outlook, and PowerPoint software applications is essential. Actively learns, demonstrates, and fosters the Chelsea Groton Bank culture. Physical requirements include the ability to move to various locations including the vault, ability to lift up to 15 pounds on an interim basis, and the flexibility to bend and reach.

SUPERVISORY SCOPE:

None

INDEPENDENT ACTION:

Performs work within established guidelines and according to specific procedures.  Refers problems to immediate supervisor.

COMPLIANCE:

Responsible for adhering to Bank policies and procedures relating to regulatory compliance requirements applicable to the job function including but not limited to the Bank Secrecy Act, Anti-Money Laundering, and Fair Lending.