Customer Service Representative I

Description

POSITION SUMMARY: Customer Service Representatives (CSRs) provide a variety of efficient and courteous client services, acting as a primary source of personal banking support including teller and customer services. CSRs may also refer clients to appropriate individuals for other bank services as necessary. This role is structured into levels (CSR I–III) based on experience, knowledge, and responsibility. While the core function of the position remains the same, progression through levels reflects growth in technical expertise, independence, and scope of client service responsibilities. For detailed expectations by level, refer to the CSR Leveling Guidelines.

PRIMARY ACCOUNTABILITIES AND RESPONSIBILITIES:

ACCOUNTABILITY 1: Perform Transactions

Conduct a variety of banking transactions including, but not limited to deposits, withdrawals, money orders, loan transactions, certificates of deposit and IRA’s. Perform services in accordance with bank standards, policies and procedures.

ACCOUNTABILITY 2: Customer Service

Greet and assist customers as they enter the bank. Answer the phone according to Reliabank standards. Explain services and answer any questions customers may have. Refer customers to other bank personnel when appropriate.

ACCOUNTABILITY 3: New Accounts

Open new accounts as needed in accordance with bank standards, policies, and procedures. This may include demand deposit accounts, certificates of deposit, safe deposit boxes, IRAs, and/or debit cards.

ACCOUNTABILITY 4: Daily Operations

Prepare and maintain the bank lobby area for business. Record night and mail deposits. Maintain a balanced cash drawer and assist other CSRs in the rotation of running proof multiple times throughout each day.

ACCOUNTABILITY 3: Sales

Cross-sell bank products by answering inquiries, informing customers of new services and product promotions, ascertaining customers’ needs, and directing customers to appropriate bank personnel.

OTHER DUTIES AS ASSIGNED

This position description describes the general nature and level of work performed by the individual assigned to this position and should not be interpreted as all inclusive. It does not state or imply that these are the only duties and responsibilities assigned to the position. The employee may be required to perform other job-related duties. All requirements are subject to change and to possible modification to reasonably accommodate individuals with a disability.

This position description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the position change.

Requirements

EDUCATION, EXPERIENCE AND OTHER REQUIREMENTS:

EDUCATION:

High School diploma or equivalent required.

EXPERIENCE:

2-3 years of related customer service experience preferred.

OTHER SKILLS & ABILITIES:

Occasional travel to other branches required.

PERFORMANCE MEASURES:

METHODS OF ACCOUNTABILITY:

This position description describes the general nature and level of work performed by the individual assigned to this position and should not be interpreted as all inclusive. It does not state or imply that these are the only duties and responsibilities assigned to the position. The employee may be required to perform other job-related duties. All requirements are subject to change and to possible modification to reasonably accommodate individuals with a disability.

This position description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the position change.