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Customer Services Rep or Certified Customer Service Rep

Company Name:
S&T Bank
Overview:
Work Days and Expected Hours:
Monday - Wednesday: 8:30 a.m. to 4:30 p.m.
Thrusday - Friday: 8:30 a.m. to 6:00 p.m.
Saturday: 9:00 a.m. to 12:00 p.m.
(Must be flexible around branch hours)
Operates a customer service window to provide customers with quality service on a variety of transactions. Suggests solutions and options to the customer and refers customers to appropriate areas of the bank. Resolves customer problems/issues/concerns in an accurate and efficient manner.
Qualifications:
Customer Service Representative:
Requires a high school diploma or equivalent basic academic education. Career Path: Employees must meet the minimum qualifications for the Certified CSR position (including certification) within 18 months from the date of hire. Employees may have two opportunities to pass the competency tests with a score of 85% or better during this time.
Up to two years general experience.
Certified Customer Service Representative:
Requires a high school diploma or equivalent, plus specialized training or a two year degree. Satisfactory completion of CS Certification Course (to be completed within 18 months from date of hire.) Career Path: Employees may remain in the Certified CSR position as long as competencies are maintained. Progression to the Retail Service Specialist (RSS) position will require successful completion of level II testing as well as assignment of additional responsibilities as outlined in the RSS job description.
Up to five years general experience.
Physical Demands:
Operates a keypad device: 70% of the day; operates electronic equipment: 10% of the day; operates office equipment: 10% of the day. The primary parts of the body involved in performing these tasks are the fingers, thumbs, hands, wrists, elbow, legs, and feet. The job requires reaching above the shoulders one time per minute which is slow in speed. Bending and twisting is required one time per day which is slow in speed. Standing is required 2 hours per day in a straight position. Sitting is required 5 hours per day in a leaning position. Walking is required one hour per day which is moderate in speed. Routinely lifts up to 10 lbs., 2 times per day. Maximum lift is 20 lbs., one time per day. Must be able to occasionally lift and/or move up to 50 lbs. Use of manual dexterity skills for typing and data entry up to 40% of the business day. Specific vision requirements include close vision of 18"-20" for computer work. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Responsibilities:
Customer Service Representative:
1. Develops a working skill set, including competencies in bank operations and a strong knowledge of policies and procedures, required for the successful completion of Customer Service Representative Certification.
2. Applies a combination of knowledge of the Customer Service Information Inquiry Computer Systems, Service and Trust skills, product knowledge, and knowledge of policies and procedures to successfully operate a customer service window in an efficient and accurate manner, providing exceptional customer service on a variety of transactions, including the following:
Utilizing Computer Inquiry System to properly identify customers, verify authenticity of the requested transaction, and complete required steps to protect customers and the bank from fraud (including, but not limited to; verifying balances, placing holds, and documenting proper identification).
Accepting deposits, verifying endorsements, and issuing receipts.
Accepting checks or coupons for cashing, identifying customers, verifying endorsements and balances, and/or referring customers to branch management for authorization.
Accepting savings deposits and withdrawals and performing related duties.
Providing additional customer services, including bank money orders, and other services.
Accepting various loan payments or other types of payments.
Balancing window cash daily.
Performing ATM settlement where applicable.
3. Promotes the bank's services, answers questions regarding banking matters, and directs customers to other departments for specialized services. Identifies customer needs through profiling each customer with Computer Inquiry System for other services to expand relationships, and develops new customers to increase market share and improve profitability.
4. Provides services including night deposits, mail deposits, and safe deposit admittance as needed.
5. Maintains a positive relationship with bank customers and seeks to contribute to help grow the branch by producing leads to the Personal Banker platform.
6. Maintains a good working relationship with all bank employees. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the branch and in turn, the organization.
7. Attends training on Customer Service Information Inquiry Computer Systems, Service and Trust, and product knowledge etc. as needed.
8. Performs additional duties as required.
Certified Customer Service Representative:
1. Proves competencies in bank operations by passing each of the following tests with a score of 85% or better:
Level I Computer Proficiency Test.
Level I Comprehensive Test of Policies, Procedures, and Product Knowledge.
Level I Teller Tape Proficiency.
2. Shows accuracy and balancing skills by maintaining a balancing rate of 90% for six consecutive months.
3. Demonstrates knowledge of Service and Trust by:
Completion of Service and Trust training and documented practical application of Service and Trust skills by Regional CSR Sales Coach.
Series of observations conducted by the Regional Sales Coach.
4. Uses a combination of Computer Inquiry Systems, Service and Trust skills, product knowledge, and knowledge of policies and procedures to successfully operate a customer service window in an efficient and accurate manner, providing exceptional customer service on a variety of transactions, including the following:
Utilizing Computer Inquiry Systems to properly identify customers, verify authenticity of the requested transaction, and complete required steps to protect the customer and the bank from fraud (including, but not limited to verifying balances, placing holds, and documenting proper identification).
Accepting deposits, verifying endorsements, and issuing receipts.
Accepting checks or coupons for cashing, identifying customer, verifying endorsements and balances, and/or referring customers to branch management for authorization.
Accepting savings deposits and withdrawals and performing related duties.
Providing additional customer services, including bank money orders and other services.
Accepting various loan payments or other types of payments.
Balancing window cash daily.
Performing ATM settlement where applicable.
5. Promotes the bank's services, answers questions regarding banking matters, and directs customers to other departments for specialized services. Identifies customer needs through profiling each customer with IBS for other services to expand relationships, and develops new customers to increase market share and improve profitability.
6. Provides services including night deposits, mail deposits, and safe deposit admittance as needed.
7. Maintains a positive relationship with bank customers and seeks to contribute to help grow the branch by producing leads to the Personal Banker platform.
8. Maintains a good working relationship with bank employees. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the branch and in turn, the organization.
9. Attends training on Customer Service Information Inquiry Computer Systems, Service and Trust, and product knowledge etc. as required.
10. Performs duties in support of branch operations, i.e. monthly reports, reconcilements, logs, etc.
11. Performs additional duties as required.
Category: Retail/Branch
Job Location: US - PA - Ebensburg
Type: Part-Time
Req. No.: 2014-2050

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