FIRST STATE BANK AND TRUST
Job Title: Customer Service Representative Trainee
Reports To: Retail Services Supervisor or Manager
FLSA Status: Non-Exempt
Develops the ability to open new accounts and related responsibilities associated with the Customer Service functions of the bank. Incumbent will develop knowledge of the Customer Service area.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Learn to open and close various types of time and demand deposit accounts, including certificates of deposits, NOW accounts, savings accounts, regular checking accounts, IRAs, Health Savings Accounts, safe deposit boxes, wires, etc., ensuring that applicable regulations, disclosures, policies, and procedures are observed, including the transfer of customer accounts from other institutions.
Learn to maintain favorable customer relations and very effectively cross-sell bank services through needs identification thus ensuring the most positive and profitable relationship exists between the bank and its customers.
Develop an understanding of regulatory compliance (BSA, CIP, Account Titling, etc.).
Develop and participate in the office sales call and business development plan.
Learn and maintain a thorough knowledge of products offered.
Learn to conduct effective checking sales presentations that result in an appropriate account recommendation and asking for the customer’s business.
Seeks new business by effectively interacting with customers; providing checking account openings, and cross-selling appropriate products; and following up properly to ensure quality service.
Learns to distribute and enthusiastically explain Tell-A-Friend coupons with each customer interaction, including at least five coupons with each new account opening.
Assists in organizing Thank You Gift displays.
Learn to make referrals to other areas of the Bank.
Learn to receive and answer telephone inquires from customers and internal staff regarding customer and bank related accounts. Assist bank personnel with questions on the status of accounts, bank statements, charges, interest, etc., in an efficient, courteous manner providing positive employee relations.
Learn to process address changes, check orders, name changes, ownership changes and notary services.
Learn to establish Internet Banking and Cash Management to include internet bill pay services.
Learn to assist in solving debit card and ATM potential problems.
Seeks new business by presenting, selling, and cross-selling needed bank products and following up properly to ensure quality service.
Learns to assist with customer checking account problems.
Learns to set up direct deposit/auto debits to customers’ accounts.
Recommend the best checking account to customers by using the sales presentation process and asking for the business.
Utilize the CAG incentives to attract new customers (free gifts, Buy Back program).
Cross-sell additional products and services using the checking brochures; cross-sell Panel and the Welcome Kit contents as cross-sell tools.
Enthusiastically teach new customers how the Tell-A-Friend program works.
Wear your CAG “Ask Me” button daily.
Assist with creating Thank You Gift displays.
NON-ESSENTIAL DUTIES & RESPONSIBILITIES include the following. Other duties may be assigned.
Learns the full teller function to assist the tellers when necessary.
Performs duties of a CSR or Teller at any given location as required.
Develop and maintain educational and professional expertise through attendance at job related seminars, conferences, and workshops and involvement in professional, civic, and community groups in leadership positions.
There are no supervisory responsibilities in this position.
To perform this job successfully, an individual must consistently perform each essential duty efficiently and accurately. Must consistently exceed supervisor expectations and show continuous initiative. The Senior CSR will set a positive and professional example for the department, assist in training new CSR’s, and consistently seek new business by cross-selling services and participating in other sales calls activities. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION REQUIREMENTS; AND EXPERIENCE REQUIREMENTS; OR EQUIVALENT
High school diploma or general education degree (GED) plus additional sales and bank-related training and one to two years related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization and on the telephone.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percents.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
OTHER SKILLS AND ABILITIES
Must have the ability to operate the following equipment: personal computer and printer, telephone, copy machine, fax machine, 10-key calculator, typewriter, iPad, shredder, scanner, check encoder, coin counter, currency counter, cash advance machine, ATM, and ATM/debit card re-pin machine.
Must have the ability to learn the following software: Jack Henry 20/20, Streamline, Vertex and Vertex Item Capture, Synergy, 4Sight, Word, Excel, Adobe, Microsoft Office, and various other software programs as required.
KEY CONTACTS--Internal and External
Has frequent contact with tellers regarding customer transactions.
Has frequent contact with other departments regarding customer related questions.
Has constant contact with bank customers, their personal representatives, accountants, attorneys, etc., in responding to inquiries as part of the customer service function.
Has occasional contact with individuals at other financial institutions in assisting customers with matters involving multiple institutions.
CERTIFICATES, LICENSES, REGISTRATIONS
Valid driver’s license. Able to be bonded by the bank’s surety company.
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.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Position may require overnight travel to attend a conference, school or training program. Also may require ability to work before or after normal business hours.