Customer Service Representative - Fishers, IN

CUSTOMER SERVICE REPRESENTATIVE DUTY SUMMARY · The position of CSR Builds strong client relationships by identifying financial needs and delivering personalized solutions. Is responsible for opening and maintaining consumer and business accounts, processing service requests, and ...

Job description

CUSTOMER SERVICE REPRESENTATIVE DUTY SUMMARY

The position of CSR Builds strong client relationships by identifying financial needs and delivering personalized solutions. Is responsible for opening and maintaining consumer and business accounts, processing service requests, and submitting credit applications. Provides exceptional customer service by anticipating needs and collaborating with internal partners in Home Lending, Merchant Services, Small Business, Commercial, and Trust. Effectively communicates with clients to recommend appropriate banking products and services, including digital solutions. Maintains deep knowledge of consumer and business offerings and proactively educates clients on emerging self-service technologies to support their financial goals.

• Thorough knowledge of bank services and products.

• Successful completion of internal Customer Service Representative Training class as well as any and all other training requirements.

• Assists consumer and business customers in their selection of various accounts, products, and financial services available from the Bank; ensures cross-sell opportunities are presented by applying professional sales techniques.

• Interviews customers to obtain information; establishes proper identification of new customers in accordance with CIP guidelines; determines need and extent of reference investigation.

• Discusses, prepares, and processes documents related to the Bank's electronic banking services.

• Makes decisions regarding the opening of new accounts and revisions to existing accounts; assigns account numbers; completes forms requiring customer signature(s); checks ChexSystems history; accepts initial deposits; prepares all documents and items pertaining to checking accounts, savings accounts certificates of deposit, IRAs, HSAs, and other products for processing.

• Operates personal computer to process account activity, determine balances, and resolve problems within given authority.

• May represent the Bank in various community, civic, and community reinvestment functions to further enhance the Bank's image and develop additional business.

• Provides effective customer service by answering customer questions; investigates and corrects errors; and resolves problems or other issues.

• Issues official checks & money orders within guidelines.

• Performs safe deposit duties by opening accounts, controlling access, assisting customers, and processing affiliated reports.

• Receives and processes stop payment and hold orders.

• Presents funds received from customer to teller for initial deposits; determines funds availability and obtains receipt for customer.

• Processes ChexSystems reports, wire transfers, credit card orders, debit card disputes address changes, check and deposit slip orders, and endorsement stamp orders.

• Performs official notary duties upon completion of becoming a Notary Public for the State of Indiana.

• Records, files, scans documents, updates information and sorts mail or reports as required.

• Gathers data and process various reports and callbacks.

• Answers telephones and directs callers to proper Bank personnel.

• Processes credit and debit card applications, card ordering/issuing and file maintenance.

• Processes statements, renewal notices and interest payments for IRA and certificates of deposit accounts.

• May assist in opening and closing the vault daily; assists in balancing vault currency and coin.

• Cross-trains less experienced branch personnel.

• Cross-train in Teller duties & perform duties as needed.

• Types routine letters, reports, and forms.

• Maintains files, copies and faxes documents, and orders and distributes supplies.

MINIMUM REQUIREMENTS FOR CUSTOMER SERVICE REPRESENTATIVE POSITION

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• High school diploma or general education degree (GED); or related experience and/or training; or the equivalent combination of education and experience. Work related experience should consist of a financial institution operations, sales or customer service background. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.
• Intermediate experience, knowledge and training in branch operation activities, terminology and products and services relating to retail and commercial account customers.
• Basic knowledge of related state and federal banking compliance regulations, and other Bank operational policies.
• Intermediate skills in computer terminal and personal computer operation; host computer system; and word processing, spreadsheet and account opening software programs.
• Intermediate typing skills to meet production needs of the position.
• Basic knowledge of general office practices.
• Basic math skills; calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; count currency, coin and negotiable instruments in a timely manner.
• Effective verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employees.
• Ability to deal with difficult problems involving multiple facets and variables in non-standardized situations.
• Effective organizational and time management skills.
• Ability to work with general supervision while performing duties.
• Current driver's license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

Please note that this job description is not inclusive of all activities, duties or responsibilities that are required of this position. Duties, responsibilities and activities are subject to change at any time with or without notice.