Customer Service Center Representative - Operations Center - The Commercial & Savings Bank : Job Details

The Commercial & Savings Bank (CSB) has been an independent community bank for 145 years, with 17 locations across Holmes, Medina, Stark, Tuscarawas, and Wayne counties. CSB is recognized as a top employer in our region as an eight-year winner of the NorthCoast 99 award (www.northcoast99.org), which recognizes the 99 best employers for top talent in Northeast Ohio.This full-time position is located on-site at our Operations Center, in Millersburg, Ohio. In addition to a competitive base wage, CSB offers a wide variety of employee benefits listed below.Summary: We expect all CSB employees to serve our customers and fellow bank employees in a professional and caring manner. Through our Customer Service Center (CSC), which will focus on customer phone inquiries, a professional rapport will be established while providing exceptional customer service at all times. Additional emphasis will be placed on identifying customer needs and cross-selling of products and services offered by all areas of the bank. Essential Functions: Essential duties and responsibilities include the following; however, other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• To serve our customers in a professional and caring manner.
  • Adhere to CSB Customer Service & Retail Ready! Standards
  • Follow CSB professional standards of dress and conduct
  • Build rapport with customers by asking quality questions to help meet their needs.
  • Demonstrates a commitment to CSB's vision, mission, and core values and seeks to align one's behavior in such a way that gives these foundational principles the best chance at becoming a reality.
• Respond to customer inquiries & provide all relevant information to customer regarding account information, for both deposits and loans.
  • Service customers in a professional, efficient and expedient manner.
  • Perform duties regarding service support. This includes items such as, but is not limited to, transfers between accounts, balance inquiries, account problems, check reorders, stop payments, Online Banking ID/PIN Unlock and Resets, Live Chat, ATM and Wire questions, etc.
  • Resolve difficult transactions and/or sensitive customer relations.
• Must be thoroughly knowledgeable with all products, services, and lines of business offered by CSB. Keeps abreast on the most recent offerings by CSB, including features and benefits.
• Must have excellent working relationship with all departments of the Bank.
• Demonstrate the ability to identify customer needs by listening to the customer and probing or inquiring to learn more before answering questions.
• Research issues which arise from customer questions when an immediate answer is unable to be given.
  • Must be able to follow-thru and get back to customer in a timely manner.
  • Follow up with customer by e-mail or phone call to see if questions or concerns have been taken care of in a timely manner, especially when questions or concerns had to be forwarded to another CSB department.
  • No customer shall go longer than 24 hours without at least an update to the situation.
• Must be able to decipher customer inquiries and prioritize the importance of the call(s). Certain customer situations will demand a priority over others.
• Ensure customer privacy and positively identify each customer calling, doing so in a way that the customer appreciates the protection of their private information.
• Must be able to work independently and make the necessary decisions to take care of the customer.
• Daily and backup responsibilities for Bank Operations
• Will also assist the Bank Operations Manager with special projects.
• Create reference material for CSC staff members.
• Demonstrates a commitment to CSB's vision, mission, and core values and seeks to align one's behavior in such a way that gives these foundational principles the best chance at becoming a reality.

Education: A high school diploma or general education degree (GED) is required.Summary of Employee Benefits:

• Competitive base wage
• Incentive compensation and profit sharing
• Comprehensive benefits including medical, dental, vision, short- and long-term disability, and group life insurance - (plan and/or benefits eligibility requirements apply)
• Paid time off for vacation, illness, bereavement, and jury duty
• 401(k) with an employer match and on-site advisers
• Employee Assistant Program (EAP) with free access to mental health resources
• Comprehensive wellness program with financial incentives to promote a healthy lifestyle
• Training and professional development opportunities to help you reach your long-term goals
• Paid holidays available immediately upon hire
• Volunteerism opportunities to give back to our local communities

The Commercial & Savings Bank is an Equal Opportunity Employer.