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Customer Service Representative

The Customer Service Representative is respon­si­ble for working to grow deposits, loans, and other products and services.

Reports to: Market Manager or Customer Service Manager
Type: Full time or Part time, Exempt
Supervises: None
Location: Pinedale

Job Summary: Provide superior customer service. Assist customers with special­ized services, new account opening, and cross-selling of bank products.

Primary Responsibilities:

  1. Promote and maintain positive rela­tions with all contacts, customers and poten­tial customers.
  2. Comply with all depart­ment, company, and regu­la­tory policies and proce­dures, specif­i­cally CSR/​New Account Policy and Procedures.
  3. Contribute to the fulfill­ment of depart­ment and company objec­tives and goals.
  4. Perform as a team member in allo­cat­ing and coor­di­nat­ing the work flow.
  5. Process tele­phone transfers.
  6. Open new accounts includ­ing checking, savings, money market, safe deposit box, certifi­cate of deposit, and ATM/​debit card.
  7. Order customer checks and endorse­ment stamps.
  8. Answer tele­phone calls in a friendly, timely, and profes­sional manner.
  9. Maintain a neat and profes­sional appear­ance to all work areas includ­ing the teller area, vault area, and branch lobby.
  10. Function as an integral member of the entire branch team.
  11. May train new employ­ees and answer co-worker questions.
  12. Comply with all Federal, State, and Bank regu­la­tions and policies.
  13. Perform research pertain­ing to customer ques­tions, issues, or problems.
  14. May be required to perform teller func­tions as needed.
  15. May be respon­si­ble for bank opening/​closing.
  16. Participate in and complete all regu­la­tory compli­ance training and testing.
  17. Ensure that work is in compli­ance with applic­a­ble federal and state laws, regu­la­tions and guide­lines, as detailed in policies located on Rocky Mountain Bank’s Commons drive. Policies include but are not limited to Fair Lending, Know Your Customer, USA PATRIOT Act, and Anti-Money Laundering and Bank Secrecy Act.
  18. Exhibit a thorough under­stand­ing of and compli­ance with all banking regu­la­tions as required by the position.
  19. All other duties as assigned.

Requirements:

  1. Excellent customer service skills
  2. Detailed oriented, high degree of accuracy
  3. Strong commu­ni­ca­tion skills
  4. Organizational skills
  5. The ability to ratio­nal­ize and make on-the-spot deci­sions regard­ing customer trans­ac­tions, weighing customer satis­fac­tion issues with Bank exposure to loss or fraud.
  6. Ability to work in a fast-paced environment
  7. Ability to work under pressure
  8. Computer skills to include working knowl­edge of programs such as Word and Excel.
  9. Mathematical skills
  10. Cash handling experience
  11. Ability to cross sell bank’s products
  12. Ability to work Saturday hours
  13. Knowledge of various federal regu­la­tions (Bank Secrecy Act, Community Reinvestment Act, Americans with Disabilities Act, Right to Financial Privacy Act, Gramm-Leach-Bliley Act, Regulation E) and employ­ees’ roles and respon­si­bil­i­ties relating to each act.
  14. The require­ments listed above are repre­sen­ta­tive of the knowl­edge, skill, and/​or ability required. Reasonable accom­mo­da­tions can be made to enable indi­vid­u­als with disabil­i­ties to perform the essen­tial functions.
  15. High school diploma, GED or equiv­a­lent skills required.
  16. Previous Teller or Banking expe­ri­ence preferred but not required.

Work Environment:

While perform­ing the duties of this job, the employee is occa­sion­ally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occa­sion­ally lift and/​or move up to 25 pounds. Specific vision abil­i­ties required by the job include close vision, distance vision, color vision, periph­eral vision, depth percep­tion, and the ability to adjust focus. This job is executed in an office setting, with frequent inter­rup­tions and some stress­ful situ­a­tions in addition to a possible limited workspace.

This job descrip­tion is not meant to be an all-inclu­sive state­ment of every duty and respon­si­bil­ity that will ever be required of an employee in the job.