Customer Service Representative

At WMCB, we are Where Relationships Matter. The primary responsibility of the Customer Service Representative (CSR) full-time position is to provide exceptional customer service while completing transactions accurately and efficiently.


ESSENTIAL DUTIES AND RESPONSIBILITIE S include the following, other duties may be assigned.

Customer Service :

• Consistently exceed customer expectations by providing hospitable, responsive, and professional customer service for all in person, phone, and electronic interactions with customers.
• Assist with basic customer questions and/or issues relating to customer accounts taking responsibility to create a cycle of understanding, action, and verification for resolution and customer satisfaction.
• Assist with complex customer questions and/or issues relating to customer accounts by involving the Senior CSR or other branch staff as necessary.

Operations :

• Accurately and efficiently process various customer account transactions (in person, night drops and mail) and account transactions, within assigned limits and adherence to policy/procedure. Transactions include but are not limited to: check negotiation, withdrawals, deposits, gift cards, cashier checks, money orders, bond redemption, cash advances, loan payments/draws, coin orders.
• Provide a high level of accuracy with transactions, maintaining a balancing record that is in accordance with policy. Take initiative to find and correct any cash differences that may occur.
• Responsible for maintaining the vault (as applicable); balancing, buying/selling of cash to CSRs/ATM, processing cash/coin orders, and keeping cash levels at appropriate limit(s).
• Manage ATM (as applicable): replenish, balance and run ATM transactions as needed.
• Must complete all required annual training.
• Follow required federal and state regulations and related internal policies and procedures.

Sales/Referrals:

• Build and maintain knowledge of bank products and services.
• Identify customer needs during transactions, account servicing, and problem resolution; refer customer to desk staff for continued conversation.
• Consistently meet or exceed goals as set by branch management.

Teamwork and Leadership :

• Display consideration for team members within the branch and throughout the organization.
• Demonstrate dependability in the workplace by being trustworthy, consistent, and reliable.
• Demonstrate professionalism through appearance, behavior, and communication.
• Demonstrate the Bank's Core Values.

REQUIRED SKILLS:

Excellent verbal and written communication skills

Excellent math skills

Ability to maintain confidentiality

Excellent customer service Skills

EDUCATION and/or EXPERIENCE:

High school diploma or equivalent

A basic understanding of a computer and its applications

Previous customer service experience

Compliance

All associates have a responsibility to understand the Bank's BSA/AML Program, the procedures outlined in it, and to follow the Program and procedures in carrying out their duties. When an associate has supervisory responsibilities, he or she will make certain that his/her staff understand the responsibilities to comply with applicable regulatory issues and internal programs, policies and procedures. Any associate that fails to adhere to the BSA/AML Program or commits other violations of the Code of Conduct may be subject to disciplinary action up to and including termination.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is an on-site position.


While performing the duties of this job, the employee is regularly required to sit, stand, use hands to touch, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Notice

• Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform in this position successfully, the employee will possess the abilities and aptitudes to perform each task proficiently.
• Ability means to possess and apply both knowledge and skill.
• This position description has excluded the marginal or peripheral functions that are incidental to the performance of primary functions. All requirements are essential to the function of the position.
• This position description describes the minimum selection requirements to qualify for the position. However, promotion and other employment decisions are also based on Bank needs, being in good standing, fully competent performance, and other non-discriminatory issues.
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.
• This position description does not create an employment contract, implied or otherwise than an "at will" employment relationship.

*This job description does not list all of the functions of the job. Management often assigns additional duties. This job description may be revised at any time.