Customer Service Representative

Summary/Objectives

The Customer Service Representative (CSR) is responsible for providing exceptional service to branch customers and resolving routine customer problems in a timely manner. The position is a key driver of branch referrals that assist the branch team in achieving their annual goals. The CSR is responsible for interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately. It is important for the position to stay current on operational changes and demonstrate good risk management decisions to assist the branch in growing the bank, while managing preventable losses and reducing fraudulent activity.

Essential Functions

1. Deliver exceptional customer experiences including proactively greeting customers, smiling, using their name, and ending each interaction (whether in person or on the phone) by saying, “Thank you for banking with Pathfinder Bank.” While maintaining confidentiality of all customer records and documents.
2. Process a variety of retail and commercial transactions, including deposits, withdrawals, loan payments, and check cashing in an accurate and efficient manner. Assist with support work.
3. Promotes the Bank’s products and services and refers customers to the appropriate sales personnel. Answers customers’ routine banking questions; refers complex inquiries to management.
4. Verify check endorsements and funds availability and disburse cash to customers in the conduct of transactions and according to policy. Issue receipts to customers for transactions processed to provide a record of activity. Balance daily work, adhering to all procedures stated in the employee difference policy. 
5. Update customer contact information on an ongoing basis to be sure we have the most accurate data on the even the bank would need to contact them.
6. Understand and adhere to risk and regulatory standards, policies, and controls. Identify risk-related issues needing escalation to management.
7. Demonstrate by proactively assisting other branch colleagues when needed as well as actively participating and contributing during branch team meetings.

• High school diploma or equivalent
• At least one year customer service experience
• 1-3 years banking experience or cash handling experience
• Professional in appearance and conduct
• Intermediate computer skills (Microsoft Office and Outlook)
• Basic mathematical functions
• Ability to work as part of a team and assist other team members
• Ability to adapt to change
• Attention to detail and quality of work
• Ability to multi-task
• Positive attitude

Preferred Education, Experience and Qualifications

• Previous sales or referral making experience
• Community involvement