Customer Service Specialist

Job Description

Job Description

This position reports to the Branch Manager/CSS Supervisor

Job Summary:

The Customer Service Specialist (CSS) I is responsible for directly servicing customer’s needs. They should be knowledgeable regarding the bank products and services. They will be able to refer customers to specific departments that will help the customer meet their financial needs and goals. A CSS I would have the knowledge to comply with all bank policies and procedures. This position will comply with the Bank Secrecy Act (BSA), the Office of Foreign Assets Control (OFAC), the USA PATRIOT ACT (CIP), Customer Due Diligence (CDD), including reporting suspicious activities to the BSA Department as well as other banking and company regulations and rules. 

Responsibilities, Accountabilities, and Duties

The core, critical and essential work duties, functions and responsibilities of the position are as follows: 

• Acts with professionalism, providing a high-level of customer service to all customers; 

• Maintains a daily cash drawer with a high-level of accuracy.  The CSS I maintains the assigned cash drawer within limits and balance daily, corrections from Deposit Operations should be minimal;   

• Completes customer transactions efficiently and accurately while complying with the Bank Secrecy Act, OFAC, and USA Patriot Act.  CSS I should accurately complete required Currency Transaction Reports (CTR’s) and report Suspicious Activity to BSA Officer on a timely basis;   

• Performs satisfactorily in bank products and services, and is able to explain account differences with customers, and assists customers with their questions; 

• Meets or exceeds qualified referral goals, actively participates in overall bank sales goals; 

• Order customer checks per request;   

• Verifies Teller envelopes on a daily basis, ensuring accurate recording and maintaining limits; 

• Maintains appropriate cash, Audits monthly; • Maintains and develops knowledge to provide back-up support to CSS II position if needed;   

• Flexibility to work various hours and locations at any of our branches; 

• Takes a proactive, positive and sincere interest in our bank and its employees, ensuring trust, integrity and business continuity, and the bank’s long-standing relationship with the community;   

• And as part of the overall team of bank employees, this position may be requested to assist in the support of other bank activities.  

Position Requirements and Qualifications

• Minimum of High School Diploma or Equivalency, preferably an Associate’s Degree in Business, or other business-related field of study; or equivalent, applicable experience in a relevant area of banking and/or business   

• Minimum one (1) to two (2) years’ work experience preferably as a bank teller or in relevant area of banking or business   

• Demonstrated computer skills, preferably working with Microsoft Office products, office systems and programs, with an emphasis on PowerPoint, and the ability to successfully navigate and maintain current knowledge and skills working with technology   

• Demonstrated above-average verbal and written communication skills 

• Demonstrated ability to effectively manage one’s time to complete work according to established deadlines; and the ability to prioritize tasks to make the best use of time for high-priority tasks 

• Demonstrated adaptability and willingness to learn: In an ever-changing and evolving world of banking and investments in our community, this position requires an eagerness to adapt to those changes and the initiative to learn outside of daily parameters 

• Demonstrated attention to detail, with the ability to detect errors and make necessary adjustments accordingly 

• Demonstrated ability to maintain confidentiality and use discretion in working with private, sensitive and other highly confidential information 

• Demonstrated experience to tactfully and professionally address concerns and complaints 

• Demonstrated ability to maintain professional working relationships with staff members, peers, leadership, customers and the general public 

• Demonstrated ability to work independently and within a team-setting, maintaining professional and effective work relationships with management and teammates   

• Ability to maintain regular and routine attendance and punctuality • Ability to lift 25 pounds 

Community Bank supports a diverse workforce and is an Equal Opportunity Employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, disability, veteran status or other classification protected by law.