Customer Service Representative II, Retail Banking (Panorama City, CA)

Customer Service Representative II

Salary Range: $18.61 - $25.10 Depending on knowledge, skills, abilities and location. Certain level jobs may be eligible for bonus, commission, and/or equity awards.

Benefits worth writing home about:

• Medical, dental, and vision coverage for employees and their families
• Life, disability and family leave
• 401(k) and Roth 401(k) with employer match
• Wellness program, employee assistance program, "Commute Trip Reduction" (CTR) and various employee discounts
• Generous vacation, sick leave, 11 paid holidays, and 16 hours of paid leave every year for community service work
• Free employee checking account and employee home loan discounts

*For eligible employees averaging 20 or more hours per week.

EO/AA Employer including Vets and Disabled. Qualified applicants with arrest and conviction records will be considered in accordance with legal requirements.

Job Description Summary:

POSITION SUMMARY: This position is responsible for acquisition, retention and expansion of new and existing customer relationships. The CSR II provides exceptional customer service by taking ownership of the customer experience from introducing the customer to HomeStreet Bank through profiling the customer, assessing their banking and borrowing needs, and recommending appropriate products based on a thorough knowledge of HomeStreet products and services. Provide a variety of teller services such as handling deposits, withdrawals, and maintaining accounts. Perform processing tasks such as making automatic transfers, updating records and balancing. At all times, provide superior customer service.

Job Details:

ESSENTIAL FUNCTIONS:

• Effectively interviews and profiles new and existing customers in order to recommend appropriate banking products and services.
• Effectively partners with other business lines within the Bank to identify sales opportunities and provide an outstanding customer experience.
• Opens and closes customer accounts including checking, savings, money markets, certificates of deposit, and IRAs.
• Where appropriate, actively takes advantage of all sales opportunities, cross-selling bank products and services to new and existing customers, ensuring recommended products meet needs of customer. Makes referrals to other business units for non-banking products.
• Participates in sales programs to generate new customers.
• Must sell financial products and services to meet referral goals and performance evaluation/personal goals.
• Maintains thorough knowledge of bank products and services.

Service Activities:

• Actively listens to customers, and maintains a friendly, positive, professional attitude. Resolves difficult situations with creativity, tact and diplomacy.
• Supports branch lobby management.
• Consistently demonstrates proficiency in providing exceptional customer service utilizing the STAR (Seamless, Trustworthy, Attentive, and Resourceful) qualities either in person or on the telephone.
• Looks for ways to pleasantly surprise our customers, i.e., doing something above and beyond their expectation that makes them feel special.
• Participates in two community events per year.

Teller Activities:

• Performs daily teller services such as processing deposits, withdrawals, holds, loan payments, stop payments, telephone transfers, direct deposits, cash advances, verifications of deposit, Debit card requests, wire transfers and other related matters.
• Balances cash drawer independently, maintains cash over and short record within HomeStreet's compliance policy.
• May be assigned the control of the vault cash. Follows guidelines to maintain limits, meet cash shipment requirements, and balance daily.
• Effectively perform project responsibilities as assigned such as processing and balancing ATM, daily branch balancing, Customer Information System input, branch supply orders, and monthly branch report generation.
• Effectively assist other CSRs in the completion of work assignments and balancing.

Operational Activities:

• Participates in branch audit functions.
• Follows HomeStreet's policies and procedures and meet regulatory requirements.
• Performs all other duties as required.

Qualifications:

Minimum of 2 years cash handling and customer service experience. Banking experience preferred. Some experience in opening new deposit accounts preferred. Demonstrated success in cross-selling banking services and products. Strong customer relations skills and ability to communicate and work well with employees and customers in a cooperative, positive manner. Excellent written and oral communication skills are required. PC experience required. Word, Excel and teller/bank software preferred. Must be a self-starter, dependable, able to work within deadlines under pressure. Must possess good judgment, and the ability to accept responsibility and handle confidential information. Ability to work quickly and accurately, to analyze information and make decisions. Willingness to assume additional responsibilities/duties/projects as they arise. High school diploma or equivalent. Requires ability to operate teller and office equipment including computers, adding machines, telephones, typewriters, copy machines, fax machines, electronic credit card authorization terminals, and security devices. Requires physical exertion of up to 10 pounds of force occasionally (1/3 of the time) and a negligible amount of force frequently (up to 2/3 of the time) to lift, carry, push, pull or otherwise move self or objects. Frequent (up to 2/3 of the time) sitting. Walking, standing, bending and reaching occasionally and for brief periods of time.