Customer Service Representative I | |
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*Position is not eligible for remote work. Job Code
CSR I | Job Family
| Supervisory
No | Job Description Title
Customer Service Representative / Teller |
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Job Summary | The Customer Service Representative will interact directly with new and existing customers to establish and maintain relationships. This position will greet customers, discuss products and services, build customer profiles, open and disclose accounts, provide appropriate follow-up, and process daily transactions including receiving deposits, cashing checks, accepting loan payments, and disbursing cash. The Customer Service Representative responds to customer inquiries via telephone and face-to-face meetings. This position may be required to work into a Saturday rotation. |
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Essential Functions, Duties and Responsibilities include, but are not limited to: | - Promotes and maintains positive relations with all contacts, customers, and potential customers
| - Greets all customers and visitors when they enter the location lobby or approach the drive-thru
| - Assists customers with requests, such as ordering bank cards and checks, providing check copies, printed statements, etc.
| - Answers customer inquiries involving bank products and services, promotes and recommends products and services based on customer needs
| - Processes daily transactions including receiving deposits, cashing checks, accepting loan payments, disbursing cash, etc.
| - Identifies counterfeit currency
| - Exchanges foreign currency
| - Balances currency, cash and checks in cash drawer daily; arrange monies according to denomination
| - Opens accounts for new and existing customers
| - Gathers and maintains up to date customer information, including addresses, phone numbers, and e-mail addresses
| - Assists customers with solving account errors or problems, providing account balances, fund transfers, stop payments etc.
| - Researches and resolves customer issues, serving as liaison between departments
| - Records all transactions promptly, accurately, and in accordance with bank procedures
| - May be responsible for bank openings and/or closings
| - May be required to work drive thru
| - May be required to float to other locations
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Education, Experience and Qualifications | Education | Required/Preferred | Education Level | Description | Required | High School or GED | |
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| Years of Experience | Minimum | Comments | 1 | One (1) year of teller and/or customer service experience required |
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| License / Certification | Required/Preferred | License / Certification | Description | Required | | Independence Bank Teller Certification within 6 months |
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| Additional Qualifications | - Requires completion of Teller Fundamentals and Teller Level Up training within three (3) months
| - Requires completion of CSR Foundations training within three (3) months
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Core Competencies | - Strong customer service skills
| - Ability to maintain confidential information
| - Oral communication skills
| - Problem solving and situational judgment skills
| | | - Clerical and administrative skills
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Working Conditions | Working Conditions | Indoors, environmentally controlled. Usual office working conditions. The noise level in the work environment is typical of most office environments with telephones, personal interruptions, and background noises. |
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| Travel Requirements | Requirement | Frequency | No travel required | Never or Rarely |
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| Mandatory Vacation | Position requires incumbents to be off work for a minimum of five consecutive business days |
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Physical Requirements | Requirement | Frequency | Sitting (remaining in a seated position) | Frequently | Standing (remaining on one’s feet in an upright position without moving about) | Frequently | Walking (moving about on one’s feet) | Frequently | Lifting (raising or lowering an object from one level to another) | Occasionally | Carrying (transporting an object, usually by holding it in the hands or arms or on the shoulder) | Occasionally | Pushing/Pulling (exerting force upon an object so that the object moves away or toward the force) | Occasionally | Reaching (extending hand(s) and arm(s) in any direction, such as overhead, below waist, forward or lateral) | Occasionally | Keyboarding (entering text or data using computer keyboard or 10-key numeric keyboard) | Constantly | Pinching/Gripping (seizing, holding, grasping, turning or otherwise working with the hand(s) or fingers) | Occasionally | Stooping (bending downward and forward by bending spine at the waist) | Occasionally | Squatting/Crouching (bending body downward and forward by bending legs and spine) | Occasionally | Kneeling (bending legs at knees to come to rest on knee(s)) | Never or Rarely | Crawling (moving about on hand and knees or hands and feet) | Never or Rarely | Climbing (ascending or descending ladders, stairs, ramps) | Never or Rarely | Speaking (expressing or exchanging ideas by means of the spoken word to impart oral information to customers and to convey detailed spoken instructions accurately, loudly, or quickly) | Constantly | Hearing (the ability to hear, understand, and distinguish speech, either in person or telephonically) | Constantly | Near Visual Acuity (clarity of vision at approximately 20 inches or less) | Constantly | Far Visual Acuity (clarity of vision at approximately 20 feet or more) | Frequently |
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| Additional Physical Requirements | May require lifting up to 20 pounds |
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