Client Service Representative

Description:

Provides superior service to bank customers by performing banking transactions, opening new accounts, handling consumer loans and expanding customer relationships. Mentors and trains new Customer Service Representatives and may occasionally act as a back-up supervisor in the absence of financial center management.

Essential Functions:

• Maintains and balances a cash drawer and performs end of day balancing.
• Receives, posts, pays out funds, balances and proofs customer accounts.
• Opens new accounts for checking, savings, business accounts, IRA, etc.
• Handles consumer loans by taking applications, preparing documents and closing loans.
• Proficient at identifying customer needs, recommending specific products and/or services and closing on sales opportunities identified through the CNA process.
• Expands customer relationships by making appropriate referrals, such as investments and mortgage/commercial loans.
• Opens and closes the financial center as needed.
• Maintains and balances cash drawer, performs end of day balancing and ATM balancing.
• Takes a lead role in mentoring and training team members, including new Customer Service Representatives.
• May occasionally act as a back-up supervisor in the absence of the financial center management.
• Takes and posts credit card and loan payments and payoffs.
• Performs account research and problem solving as needed.
• Cross-trains in other areas of the financial center, such as ATM, Vault, Savings Bonds, Safe Deposit, Wire Transfers and other ancillary services.
• Contributes to the achievement of financial center sales/service goals by meeting/exceeding individual goals. Has embraced the ASK program.
• Upholds customer satisfaction by supporting external and internal customers and answering questions/requests in an effective/timely manner.
• Maintains customer confidence and protects operations by following the Privacy Policy and keeping information confidential.
• Complies with bank procedures and follows regulatory, operational and security guidelines. Adheres to the Check Handling Agreement. Successful Mystery Shop scores. Minimal bank monetary losses.

Secondary Functions:

• Makes presentations at sales/staff meetings and tele-consulting calls as directed by management.
• Provides support by performing clerical duties such as answering the phone, maintaining accurate records, faxing, copying and filing.
• Contributes to the team effort by performing other job-related duties as assigned.

Standards:

• Demonstrates proficiency with our ERB process, the ASK program and aggressively strives to achieve personal sales goals as evidenced by sales reports, tracking forms and through audit of the CNA folders. *
• Has the ability to lead the financial center in the absence of management and knows when to call for guidance as evidenced by minimal incidents of procedural/ compliance errors when management is out of office. *
• Proficient in all phases of consumer loan processing as evidenced by minimal errors reported by Consumer Lending Quality Control and management observation. *
• Proficient in technical processing of all phases of the CSR II position (transactions, opening/closing, new accounts opening, savings, DDA, Commercial DDA, CDs, IRAs, balancing ATM, Safe Deposit processing, vault CSR, wire transfer), balances at 90% or better and assist in finding outages as evidenced by management observation and balancing documentation. *
• Demonstrates leadership abilities with positive demeanor and actively mentors less experienced CSRs as evidenced by management observation.
• Demonstrates full understanding of dual control policy/procedures and off-line procedures.
• Good understanding of all areas of compliance regulations (Reg. CC, Reg. E, Reg. Z, Reg. B, TISA, Privacy Act, BSA, etc.) as evidenced by absence of regulation violations.
• Demonstrates excellent customer service/sales skills both in person and on telephone as evidenced by management observation.
• Consistently resolves customer service issues without having to involve supervisor.
• Ability to present information effectively at sales/staff meetings
• Must have completed and passed all mandatory training sessions, classroom, CBT and self-study as scheduled by manager within specified timelines or as classes are available.
• Answers calls within 3 rings and returns phone calls or follows up on requests and/or questions within 24-hours.
• Maintains regular attendance and punctuality as evidenced by attendance records.

Physical Demands:

• TalkingAbility to express or exchange ideas by means of the spoken word.
• HearingAbility to receive detailed information through oral communication.
• SeeingAbility to view a computer screen for an extended period of time and/or identify individuals visually.
• StandingAbility to stand on feet for long periods of time.
• WalkingAbility to use feet and legs to move from one place to another specifically in narrow/confined spaces.
• Finger dexterityAbility to work with fingers for handling coins or other small objects and use a keyboard.
• ReachingAbility to extend hand/arms in any direction to move/handle objects.
• LiftingAbility to lift and/or move up to 25 pounds.

Knowledge, Skills and Abilities:

• High school diploma or equivalent required.
• Minimum of 6 months of banking experience (6 months at Liberty or 1 year total). Internal candidates must have completed all Customer Service Representative I requirements and be eligible for promotion with management recommendation.
• Demonstrated decision-making skills, with the ability to operate within established authority limits.
• Proficiency in new accounts and consumer loan processes.
• Strong accuracy, balancing, and cash handling skills.
• Excellent communication and interpersonal skills, with a focus on delivering superior customer service.
• Professional demeanor, including courteous interactions, polished appearance, strong presentation skills, and proper phone etiquette.
• Ability to use industry-related systems and work a flexible schedule.

An Equal Employment Opportunity Employer/Minorities/Females/Veterans/Disabilities

PM19

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