Customer Service Representative I (PT) - Bank Independent : Job Details

General SummaryOperating in a phone based customer care center environment, the Customer Service Representative I performs a variety of customer services for both external and internal customers. Customer Service Representative I answers questions about customer transactions, solves account related problems, processes transactions for customers, and provides customer information about various bank products and services. This is not a remote position. We have two positions open: One is 8am to 2pm and one is 2pm to 8pm - Monday - Saturday. You will get one day off during the week and one Saturday a month off. Training days may be different hours based on needs of the trainer and department. Essential Functions:

• Phone based customer service
• Develops customer relationships for the purpose of matching customer needs to the appropriate Bank services and products
• Assist customers with account inquiries, including balance inquiries, questions about checks clearing, debit card questions and NSF inquiries
• Process customer transactions such as transferring funds and ordering checks
• Assists customers with questions about Internet Banking, Bill Pay, and other Bank products and services
• Print and mail counter checks for customers
• Contact customers with returned mail to obtain correct address
• Contact E-statement customers with bad e-mail addresses to obtain correct e-mail address
• Contact customers with MICR errors determined by Item Processing and order new checks or deposit tickets
• Monitor Money Gram Official Checks, Money Orders, and Escrow checks for customers and branches
• Review list of compromised debit cards and contact the customer to order a new card
• Works to achieve compliance with regulatory requirement and bank policies
• Conscientious of all security requirements
• Work monthly returned mail report, including shred process
• Maintain minimum average score of 85% or above on call Quality Assurance reviews

Working Conditions

• Generally good, with little exposure to noise, extreme temperatures, dust or other adverse factors.
• Considerable effort and eyestrain from continued checking on the accuracy of all work leaving the department.

Minimum Level of Preparation and Training

• A high school diploma or equivalent
• Phone based customer service experience required
• Minimum 91 days and achievement of CSR foundational training
• Teller experience preferred

Required Skills, Knowledge and Abilities

• Excellent phone based customer service skills
• The ability to develop customer relationships and match customer needs to bank products and services
• The ability to accomplish multiple objectives in a fast paced environment
• Strong verbal communication and team-work skills
• The ability to develop knowledge of bank product, services, and processes
• The ability to develop a thorough understanding of bank specific software
• The ability to operate basic office equipment
• Have a working knowledge of the Microsoft Office Applications

Employees are required to perform other duties as assigned by management. Management reserves the right to change this job description as needed.