As the primary contact for most bank customers, you the Customer Service Coordinator are responsible for supporting the continued development of customer relationships by providing a consistent level of exceptional service.
NATURE AND SCOPE OF JOB
As a part of a team, you provide the initial customer experience for all customer contact areas. While supporting customer care in both the lobby and on the phone, you will use active listen skills to engage, actively profile, and refer customers. You will follow through with customer issues, and refer to appropriate banker for completion of sales and back up new accounts when appropriate. You will play an active role in self development by being aware of your performance and actively requesting support or training as needed. In addition, you will ensure compliance with regulations and audit standards as they relate to job responsibilities.
SPECIFIC RESPONSIBILITIES AND DUTIES
1. CUSTOMER CARE
o Primarily responsible for the initial customer experience (contact) both in person and on the phone ensuring that the customer is greeted, welcomed, acknowledged, and properly directed to the appropriate department using a defined process.
o Provide exemplary customer service while consistently conducting yourself in a professional manner, treating all customers with dignity and respect both in person and on the telephone.
o Responsible for developing and retaining customer relationships through active listening and profiling. Refer customers, as appropriate, to Personal Bankers, Business Bankers and Real Estate Bankers by gathering basic information regarding the customer’s request and ensuring follow-up by appropriate banker.
o Act promptly with regard to customer requests, following through on commitments and obligations. Ask follow up questions to determine if customer’s needs/expectations have been met to provide a complete solution for each customer.
o Lead by example modeling superior service through all interactions with both internal and external customers.
o Responsible for the customer entrance to Safe Deposit Box area, ensuring customer identity, dual control, and Safe Deposit Procedures are followed as defined by a set process.
2. OPERATIONAL FUNCTIONS
o Primarily responsible for answering customer’s inquires both on the phone and in person ensuring that each customer’s inquiry is handled to the satisfaction of the customer and in a timely and accurate manner implementing the Valley Bank Values.
o Responsible for contributing toward a quality-conscious environment for internal and external customers. Work with the branch team to accomplish the branch’s daily tasks and quality goals with consistent handling of each issue to completion.
o Proactively protect Valley Bank and its customers from counterfeit and fraudulent activity by staying current on fraud warning and initiating discussion with customers regarding specific transactions to prevent potential loss to customers and or Valley Bank.
o Take ownership of mistakes/problems until the issue is resolved to the customer’s satisfaction. Determine when it is necessary to involve the manager or other resources.
o Follow up with internal resources to ensure that customer issues are fully resolved and customer has been notified. Follow through with customer if needed.
o Share ideas and concerns related to systems, process, and physical bank with Assistant Branch Manager. Make recommendations to possible solutions.
o Responsible for identifying customers’ needs through active listening, profiling each customer to uncover needs, and fulfilling those needs with appropriate product/services. This may include making outbound customer phone calls.
o Play an intricate role in meeting sales/marketing goals of each branch by doing the right thing for the customer.
o Maintain a proficient level of knowledge of Valley Bank products/services to effectively present appropriate solutions to customer
4. COMPLIANCE & SECURITY
o Responsible for safeguarding returned debit cards and check orders at all times adhering to dual-control procedures as defined by Management.
o Responsible for opening and closing the front doors at the customer friendly appointed times along with turning on the phones as defined by procedure.
o Responsible for keeping all information related to customers, co-workers and the bank private and confidential. Assure that any private information is accessed only as it pertains to the performance of your position, being aware of others who can hear your conversations or view private information.
o Responsible for staying aware of and adhering to the Bank’s Security Policy. Notify management of any situation that may cause a security risk.
o Responsible for adhering to all Federal Bank regulations and applicable laws with customer transactions, as well as for following company policies and procedures.
o Complete all required annual compliance training to stay current with bank policy and regulation.
o Attend all appointed staff meetings, branch meetings, department meetings.
o Consistently produce documentation that is complete and compliant.
o Responsible for maintaining compliance with all applicable laws and regulations as well as following company policies and procedures.
5. COMMUNITY SERVICE / PERSONAL EXCELLENCE
o Identify personal interests and opportunities to make a positive difference for someone else and give back to the community by participating in at least four Community Service activities each year.
o Responsible for pursuing personal excellence by setting personal goals, identifying opportunities to grow and acting on those opportunities to learn/train.
DESIRED MINIMUM QUALIFICATIONS
1. Education and Experience:
a. High School diploma or equivalent.
b. You have consistently demonstrated a proficiency in all areas of the CSR I position
as evidenced by an Exceeds Expectations rating for 12 months.
2. Necessary Knowledge, Skills and Abilities:
a. Must have the ability to work under pressure.
b. Must be able to work quickly and accurately.
c. Ability to understand and follow written and oral instructions.
d. Ability to communicate effectively verbally and in writing.
e. Some knowledge of keyboarding or computer.
f. Ability to establish and maintain effective working relationships with employees, other departments and the public.
g. Ability to use listed tools and equipment.
TOOLS AND EQUIPMENT USED
PHYSICAL DEMANDS (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
1. While performing the duties of this job the employee is constantly required to stand, walk, talk, hear, reach with hands and arms, use hands to finger, handle and feel items, write, read and keyboard. The employee is frequently required to climb up and down stairs. Occasionally, the employee must sit, stoop, kneel, crouch, or crawl. The employee may infrequently be required to taste or smell, climb and balance.
2. The employee is constantly required to lift and/or move up to 25 pounds. The employee is frequently required to lift and/or move up to 50 pounds.
3. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
WORK ENVIRONMENT (The work environment characteristics described here are representative of those an employee will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
1. While performing the duties of this job, the employee constantly works indoors, works with others and works around others. The employee frequently works extended days/hours.
2. The noise level in the work environment is usually moderate.
MENTAL/MOTOR DEMANDS (The mental/motor demands described here are representative of those an employee will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
1. While performing the duties of this job, the employee constantly works with time constraints, exercises flexibility, has routine workflow and maintains attentiveness duration and attentiveness intensity. Guidance, reinforcement and co-worker support are constantly available. The employee is constantly involved in social interactions which constantly require oral and written communications.
2. Mathematics, memory, reasoning, estimating, problem solving and judgment are constantly used/required on the job.