Customer Service Representative
First Financial Corporation - Danville, IL

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Performs customer services, such as opening new accounts, establishing direct deposit accounts, opening retirement accounts and assisting customers with queries concerning financial institution services. Answers questions on all services the financial institution provides, and recognizes selling and referral opportunities.

Job Entry Requirements · High school diploma or equivalent.
· Successful completion of in-house training program or other approved training program.
· Six months’ experience in the teller function, as well as sales experience, particularly in cross-marketing products and services.
· Excellent sales, interpersonal and communication skills.
· Good understanding of financial products and services.
· Good organizational skills.
Primary Operational Activities
(Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) · Providing and maintaining exceptional customer service
· Assist customers with all banking needs.
· Organize material and equipment.
· Analyze problems and provide solutions in coordination with branch management.
· Open new checking, savings, CD’s, loan processing paperwork, etc.
· May be responsible for closing the branch without other branch management personnel present.
· Required to work every third Saturday on management side.
· Assist with weekly and monthly branch reports.
· Assist branch manager with daily duties as assigned.
Primary Sales/Service Activities
(Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
· Effectively demonstrates all behaviors as defined by Customer Service Standards and Branch Shop Report Cards.
· Receives appropriate shop scores.
  • Handles Customer Service Requests
1. Appropriately responds/resolves customer requests in a timely manner.
2. Periodically reviews existing customer service relationships and recommends changes as needed.
3. Keeps customers advised of changes in bank products, practices, fees, and other factors affecting the relationship.
4. Implements details of sales promptly and accurately.
5. Follows up and keeps commitments to customer.
6. Follows through and makes certain the relationship is operating efficiently.
  • Prepares for Selling
  • Knowledge of Competitors
  • Knowledge of First Financial Corporation(Bank products, rates, items, charges, and fees)
  • Conducts Effective Sales Interviews
  • Customer Referrals
1. Identifies opportunities to refer customers/prospects to other areas of the bank.
  • Ongoing Relationship Development and Maintenance
  • Personal Development

Competency/Skill Level
(The behaviors, knowledge, and motivations important to success in the job.)
  • Exceptional customer service skills.
  • Previous or current teller and/or customer service experience preferred.
  • Good organizational and communication skills.
  • Willingness to accept responsibility and make minor decisions.
  • Must perform well under stress.
  • Able to confront issues as they arise.
  • Knowledge of computer applications (word, excel, etc.) preferred.

Key Behaviors · Provides Proper Telephone Etiquette to Internal/External Customers
· Services Internal/External Customer Requests/Inquiries
· Reviews Required Documentation for Accuracy and Completeness
· Recognizes and Follows Through on referral Opportunities
· Personal Development as Established with Manager
SAFE ACT
  • This position requires compliance with the SAFE Act Mortgage Licensing Act of 2008 and all related regulations. Ongoing employment is contingent upon meeting all such requirements, including acceptable background investigation results.

Bank Secrecy Act · Maintain sufficient knowledge and understanding of the Bank Secrecy Act, Anti-Money Laundering/Anti-Terrorist Financing/PATRIOT Act and OFAC regulations
· To be able to fulfill applicable requirements and responsibilities under the bank’s related policies and programs.
Critical Job Elements
(Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
· Generally good working environment with little exposure to noise, extreme temperatures or other adverse factors.
· Limited physical effort required.
· Regularly required to talk and hear. Frequently required to stand, walk, sit, use hands to finger, handle or feel objects, work tools or equipment, and reach with hands and arms. Vision abilities include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
· Average amount of pressure to work efficiently and accurately.
· Above average mental effort consisting of complexity of decision making; time pressure, concentration, and memory.