CSC Representative I

Department: Customer Service Center

Reports to: Customer Service Center Manager

FSLA: Non-Exempt

Last Modified: 11.20.24

Job Summary:

Executes transactions and requests for customers via the telephone, Internet, e-mail, such as account to account transfers, selling bank services, verifying and processing account and customer level maintenance, and resolving related account problems. A CSC Rep is back-up for processing transactions at the Video Teller Machine.  

Essential Functions:

• Ensures that all customer inquiries are resolved in a timely and accurate manner.
• Provides professional, courteous, and efficient service to all internal and external customers.
• Assists customers in a variety of ways, including but not limited to, updating customer information, answering questions, and resolving problems or concerns.  
• Uses sales strategies to build relationships with new and existing customers by identifying their needs and determining the appropriate retail product or service.
• Provides customers with complete and accurate information regarding all the retail deposit and loan services.
• Maintains a thorough knowledge of and ensures compliance with Federal and State banking laws and regulations and adheres to Bank policies and procedures.
• Follows established procedures by completing and/or obtaining required authorization to complete customer requests. 
• Follows established procedures for enrolling customers in Internet Banking and Bill Payment Services.  
• Assists customers with the resolution of any Internet Banking Service issues including, but not limited to, providing new passwords, bill payment inquiries, and resolution to error messages.
• Places outbound calls to inform customers of various issues including, but not limited to, returned wires, release of dormancy, and to verify online initiated transactions.
• Accurately & professionally answers e-mails within an appropriate time frame, allowing the customer adequate time to respond, if needed.
• Reviews and answers Mobile Check Deposits throughout the day, ensuring all submissions are answered prior to 5PM or the end of business day. 
• Assists customers with the resolution of any debit card issues including, but not limited to, pin resets, debit card declined transactions, and research Falcon security alerts, and entering travel notes.
• Submits Limit Increases upon branch or customer request.
• Accurately processes credit card payments. 
• Ensures requests in CAA, TLIS and OLBEMS are supported with accurate and/or necessary documentation in an appropriate timeframe, daily.
• Attends periodic community events in support of the Bank’s mission and purpose.
• Performs other duties as assigned.

Skills, Experience, and Training Required:

• Completed or scheduled Product Knowledge Class.
• Completed or scheduled Advanced Horizon Training. 
• Completed or scheduled Principals of Banking.
• Excellent verbal and written communication skills. 
• Ability to analyze and problem-solve basic MS Office and OLB/WebAdmin issues.
• A business degree or similar education is preferred but not required.
• Highly adaptable to various tasks requiring accuracy, flexibility, and a high degree of confidentiality.
• A demonstrated ability to prioritize and accomplish varied tasks is required.  
• Strong attention to detail and organizational skills are essential.

Physical Requirements and Working Conditions:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds on a regular basis. 
• Workspaces are generally comfortable and pleasant.