Customer Service Specialist

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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 larger and/or more complex deposit and lending needs. When necessary, 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. Has excelled in the Customer Service Specialist role and serves as a role model for other CSSs in all aspects of daily work; assisting others in resolving complex customer issues. 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 advanced 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 and may serve as the lead for ongoing individual and team coaching

  Sales and Servicing:

• Serves as the primary in-branch sales and service contact by opening larger and/or more complex consumer and Maine Street business deposit relationships as well as processes and closes complex consumer and Maine Street business 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 all consumer and Maine Street business loan products
• Understands business partner relationships and refers to other team members in accordance with Bank strategy
• Demonstrates ability to handle routine and more complex 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:

• When necessary accurately, efficiently and courteously processes transactions in compliance with Bank policies and procedures
• Demonstrates ability to handle routine and more complex transaction issues independently, refers customers to appropriate staff for advanced problem resolution
• Maintains accurate cash and transaction records, meeting established teller performance standards
• Determines the necessity of placing holds on items presented for deposit
• Maintains awareness of current fraud alerts and identifies fraudulent activity
• Provides guidance and advice in more complex aspects of tellers’ work

Business Development:

• Assists in building and fostering external bank advocacy network by becoming involved in various civic/charitable organizations, BSB sponsored events, boards, etc
• Under the guidance of the Branch Manager, assists in conducting sales routines with staff members
• Assists in achievement of established branch production goals including deposits, various loan categories, business line referrals and other business development goals
• Under the guidance of the Manager, may be involved in proactive outside calling to establish new bank relationships for consumers and micro businesses in the branch geography

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:

• Leadership – motivates and encourages others; delegates routine and important tasks and decisions, shares information, creates an inclusive environment, recognizes success
• 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, self directed with ability to plan own activities to achieve sales goals
• 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 - sound judgment in decision making and problem solving; must be 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
• Minimum of one - two years experience as BSB CSS or equivalent prior experience
• Demonstrated advanced lending proficiency
• Demonstrated participation in Bank promotions, acting as a role model
• 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.