Lead Customer Service Representative Houston County at Morris Bank

SUMMARYAccountable for the delivery of exceptional customer service through efficient managing of customer interactions and assumes a role in developing new customer relationships and enhancing existing relationships.ESSENTIAL FUNCTIONSProvides courteous and professional customer serviceRecommends explains and opens new deposit accounts for customersComplete all necessary product and service documentation (such as preparing signature cards inputting account information into the system ordering checks and ATM/Debit cards) to ensure customers needs are promptly and accurately satisfied and all security and legal requirements are met.Assist customers with Debit card questionsMay perform various administrative and other duties related to the operational functionPrepares various activity reports and information as neededPerforms other task requests as they relate to the bank and its functionsMay sign such items as certified or cashiers checks and guarantees signaturesOpens or closes safety deposit boxes; billing for boxes; assists with inventory of deceased customers boxes. Maintains confidentiality of customer accountsHandles customers complaints related to the banks services explains service charges and follows through on misdirected items or errorsResearch and resolves customers problems by serving as a liaison between the customer and the appropriate bank areaAnswer inquiries and provide information on various accounts loan balances and other banking servicesAssumes lead role in generating new customers relationship and expanding existing customers relationshipsIdentifies customers needs and provides advice and information (rates terms features benefits restrictions fees disclosures) to assist customers in making decisions which suit their financial situation.Refers customers to specialize products and services to the appropriate area and/or personWorks closely with Deposit Operations to assist customers with Online Banking and Bill Pay questions or problemsOriginates wire transfer for customers as neededHandle specific customer paperwork on requestPerforms other task request by Banking Center Manager as they relate to the bank and its functionsEnsures on-going product knowledge training and self-developmentBack up Teller line main functions on a case-by-case basisLead Duties:Support CSRs with training updates product and system knowledgeGo to person for complex customer needsAssist with CSR staffing for your branch and other branches when neededManaging time and attendance for CSRs in your location in some locations this may include backup to the Head Teller and their position; may also include other branches where assistance is neededBe prepared to train other CSRs and backup CSRs when requested by managementBe available to partner with the Retail Operations Manager and Officer for special projects product development and other tasks which require your supportPerforms other duties as assignedREQUIRED EDUCATION EXPERIENCE AND SKILLSHigh School Diploma or GED required. Bachelors degree preferred.CSR experience for minimum of 5 years.Excellent Communication and Interpersonal skills to represent the Bank in a positive way in dealing with customers and other employeesExcellent Organizational and Time Management SkillsComputer LiteracyGeneral knowledge of Bank Secrecy Act/Anti-Money Laundering Program preferred.POSITION SPECIFIC COMPETENCIES:Professionalism- Represents the company with the highest standards of professionalism. Exceptional in terms of honesty integrity confidentiality deportment and dress.Productivity- Consistently produces a very high volume of work. Use company time and resources extremely optimally and meets schedules and deadlines.Attendance- The number of absences excluding vacation and legally required leave regardless of reason. Also includes the number of times tardy for work or returning from lunches and breaksAttention to Detail- Accuracy and attention to detail are exceptional. Assignments are completed carefully and in full accordance with specific instructions. Exceptional quality standards are maintained in the recording of numerical data and organizational information. Grammar spelling and punctuation are flawless.WORKING CONDITIONS AND PHYSICAL REQUIREMENTSRequires extensive contact with the public.Requires travel to other offices to provide assistance or attend meetings. Also travel for seminars and training is required.Requires lifting of heavy coins which involves short distance movement of coin bags which may weigh as much as 50 lbs.Position requires standing stooping kneeling squatting and sitting. Must have ability to sit and/or stand for long periods of time.Receiving currency from all sources causes environment to be slightly unclean.Must have the ability to handle stressful situations when dealing with upset customers.Must be capable of operating all types of office equipment including computer copy machine fax and telephone.Lobby environment requires professional demeanor and the instance of a major or extensive natural disaster epidemic or pandemic occurrence or other disruption within our footprint it may be necessary for associates to relocate before during or after to ensure business continuity.EQUIPMENT USEDComputer telephone fax machine scanner copier printerSUPERVISORY REQUIREMENTS: Directly responsible for managing CSRs at assigned location.The requirements listed above are representative of the knowledge skill and/or ability required. Reasonable accommodation can be provided to enable individuals with disabilities to perform the essential functions.This job description is not intended to be and should not be construed as an all-inclusive list of the responsibilities skills or working conditions associated with the position. While this job description is intended to accurately reflect the positions activities and requirements management reserves the right to modify add or remove duties and assign other duties as necessary.Required Experience:Unclear Seniority Key Skills Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking Employment Type : Full-Time Experience: years Vacancy: 1