Job Description

Job Description

Job Description

BASIC FUNCTION

Responsible for performing basic Customer Service Center Representative duties including assisting internal and external customers as it relates to account information, deposit and loan rates, features of products and services, opening new accounts, assisting customers with loan applications, processing customer transactions and resolving customer issues. Provides quality customer service and actively participates in the Bank’s new Business Development activities including outbound customer service and sales calls.

MAJOR RESPONSIBILITIES

1. Provides quality customer service in a polite and professional manner to customers over the phone and through mail/email. Uses the Teller Interactive Machine (TIMs) video and audio equipment to service customers located in Spencer Financial Centers.
2. Performs new account processing by presenting and opening accounts in accordance to Spencer’s Sales process relating to checking, savings, Certificates of Deposit and Individual Retirement Accounts.
3. Originates Consumer Loan applications and monitors the application through the approval process.
4. Performs full service teller functions, such as processing deposits, withdrawals and loan payments; cashing customer checks and processing Lock Box transactions. Prepares a daily settlement of CSR transactions.
5. Provides assistance, answers inquiries and resolves customer problems within guidelines established by CSC management on debit cards, internet banking, deposit accounts, loans and other products and services.
6. Assists CSC management/supervisors in the daily balancing of the TIMs and CSC.
7. Assists in the maintenance of CSC files. Completes reports as directed by CSC management.
8. Complies with all bank security and compliance requirements.
9. Participates in the CSC business development activities by recognizing and referring new business opportunities as appropriate. Participates in external/community business development events.
10. Maintains a competent level of knowledge of the bank’s products and services appropriate to the position.
11. Performs other duties as required.

JOB REQUIREMENTS

Education:

High School degree, GED or equivalent related business experience.

Experience:

• 1 year experience in a call center environment or bank operational or CSC function, which would include direct and indirect customer service experience preferred.
• Excellent communication skills required. Must be comfortable interacting with customers through written correspondence as well as over the phone and video chat.
• Proven capability to proficiently and effectively present information to all levels of employees and customers.
• Proficiency with various software programs including word processing and spreadsheet applications.
• Fluent in additional languages preferred with Spanish or Polish language skills a plus.

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