Customer Care Representative-FT

Job Description

Job Description

Description:

GENERAL SUMMARY

Provides efficient and courteous support and service to West Shore Bank customers by building and maintaining relationships and adhering to the West Shore Bank’s Making the Difference culture.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Performs teller duties as necessary, which include a variety of customer transactions including accepting deposits, loan payments, withdrawals, and cashing checks
• Processes all transactions promptly, accurately, and in compliance with bank policies and procedures
• Ensures all Memo Debits and Memo Credits are processed throughout the day
• Assists internal/external customers in resolving their questions and/or issues in a professional and courteous manner either by phone, email, or Banno Chat
• Takes every step possible to assist customers during the call without transferring the customer to another employee or department
• Uses professional sales techniques to refer and cross sell bank products and services when the opportunities arise
• Assists customers with address changes, debit card orders, and check orders
• Inputs wire transfers
• Establishes new online banking requests and any necessary changes
• Proactively reaches out to customers and prospects via phone or written communication
• Documents customer compliments and complaints using the Code Green/Code Red procedures
• Follows service protocols to handle customer issues professionally and seamlessly and directs complex issues to management
• Works as a team member to help attain assigned departmental goals
• Adheres to Bank Secrecy Act policies and procedures
• Other duties job responsibilities as assigned

OVERALL PERFORMANCE REQUIREMENTS

The Principles of Success are part of the employee’s performance expectations at every level of the Bank. The “Principles” are intended to encourage a culture of accountability, pride, loyalty and enthusiasm. The first step in being successful is to be aware of the expectations and then to live the expectations.

1. Embrace and Drive a Culture of Change

• Support and encourage new ideas.
• Generate solutions and make informed decisions.

2. Act as a Valuable & Enthusiastic Team Member

• Recognize the importance of teamwork to achieve objectives.
• Communicate openly and confidently.
• Influence and convince others in a way that results in acceptance and agreement.
• Bring in ideas, information, suggestions and expertise from others inside your immediate team and in other departments.
• Build strong team relationships through mutual trust and accountability.
• Work in unity to improve our knowledge and skills.

3. Focus on the Customer Experience to Build Loyalty

• Cultivate relationships.
• Make an emotional connection– focus on the relationship, not the transaction.
• Provide advice and help on WSB products and services that are relevant to the customer’s unique needs.
• Accept customer feedback and follow documentation process if appropriate.
• Adheres to the customer communication protocols.

4. Accept Responsibility and Accountability

• Act with integrity.
• Be prepared for meetings, participate, respect the process and contribute solutions.
• Maintain commitments and remain positive in the face of setbacks and obstacles.
• Keep challenges in perspective and remain positive.
• Take personal accountability for achieving individual and shared goals.
• Be responsible for the effectiveness of training.
• Initiate action to move projects forward and adjust actions to respond to changing circumstances.
• Take responsibility for your own success.

5. Serve the Community with Pride

• Actively look for opportunities to be involved in the community.
• Recognize the importance of community involvement.
• Contribute and make a difference when dealing with outside organizations.

Requirements:

EDUCATION AND EXPERIENCE

High School Diploma or equivalent and a minimum of 1 year banking or customer service experience.

• KNOWLEDGE, SKILLS & ABILITIES

Excellent knowledge of bank operations; thorough knowledge of banking and cash management products; excellent knowledge of product delivery systems and on-line computer systems.

Excellent interpersonal, verbal and written communication skills.

Confidentiality – Maintains confidentially of sensitive Bank and personal information of customers, applicants, employees and former employees.

Compliance – Complies with and is knowledgeable of applicable laws and regulations.

Computer literacy – Skilled in a variety of computer software programs and capable of working in an online environment. Proficient PC and software application skills; General computer skills with experience in MicroSoft Office Word and Excel.

Mathematical skills – Able to add, subtract, multiply and divide in all units of measure, using whole number and decimals. Able to locate routine mathematical errors. Ability to compute rate, ratio and percent.

Customer service – Effectively relates to customers, is responsive to customer needs and demonstrates ability to employ diplomacy and tact with customers.

Independent Judgement – functions independently in order to accomplish assigned projects. Refers unusual problems to supervisor.

Accuracy – Performs work accurately and thoroughly with attention to detail.

Problem solving – Deals proactively with work-related problems and finds an acceptable solution.

Reasoning – Possesses the analytical skill to assess and evaluate business processes and/or products.

Technical Aptitude – Comprehends complex technical topics and specialized information and has knowledge of Bank’s electronic services.

Time management – Manages multiple priorities and is well organized.

Schedule will be as follows:

Monday- 7:25-5:00

Tuesday-7;25-5:00

Wednesday-OFF

Thursday-7:25-5:00

Friday-7:25-6:00

Saturday-7:25-12:00

• PHYSICAL REQUIRMENTS

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit; stand; walk; talk; hear; see close vision; and use hands. The employee is occasionally required to reach with hands and arms; lift 5 to 20 pounds; and stoop, kneel, crouch, or crawl.

Equipment: PC, keyboard, calculator, and telephone.

• WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Noise level is moderate; Steady pace; Occasionally must deal with angry or hostile individuals; travel within the Bank’s branch offices is required.

West Shore Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity and expression.