Lead Customer Service Representative Job Description

Position Title: Lead Customer Service Representative
Reports to: Location President
Classification: Non-Exempt
Revised: February 2023

Scope

The Lead Customer Service Representative position is responsible for demonstrating excellent customer service in accordance with bank’s core values, supervise, schedule, and lead the location CSR team. Greet and assist customers in a friendly and timely manner via telephone, email and in person. Handle daily transactions such as checking and savings deposits, withdrawals, payments, advances, purchases, balancing, etc., while ensuring a positive interaction with customers.
Have a working knowledge of bank products and services and cross sell when appropriate. The Lead CSR is responsible for understanding the daily routines of the department and assists the other CSRs or departments with duties as needed. Maintain a complete understanding of regulatory and compliance policies and procedures. Must be able to work flexible hours and days & responsible for fulfillment of all job accountabilities. In addition, the Lead CSR will assist the customer in financial planning. This may include opening new deposit accounts such checking, savings, CDs, IRAs, safe deposit boxes as well as many other additional products such as debit cards, online banking, mobile banking, e-statements, direct deposit, etc.


Accountabilities

Business Development: 50%

  • Responsible for opening all deposit type products for both consumers and businesses, such as checking savings and CDs. IRAs and HSAs can be also opened for consumers.
  • Responsible for certain maintenance functions for both CIF level and Account level while adhering to limitations and standards set by management.
  • Responsible to cross-sell other bank products as opportunities arise.
  • Perform auditing duties to ensure all standards and requirements are met.
  • Support the overall location sales effort for various retail products. Direct sales goals may be established by management for such items as IRAs, CDs, HSAs, DDAs, Savings, ATM cards, direct deposit, online banking, or referrals for other bank products.
  • This position will know other products the bank offers. In that capacity, this person will refer customers to the appropriate department in the bank for service. This may include loans, WMG, private banking and the like.
  • Understand and comply with the related laws and compliance regulations that pertain such as but not limited to BSA, Privacy, Funds Availability Policy, etc.
  • Complete required educational opportunities in a timely manner and attend all necessary meetings and educational opportunities as recommended.
  • Open and close the location following bank procedures.

Supervision: 25%

  • Serve as a location contact for passing on information to the entire CSR area.
  • Responsible for managing vault cash limits and CSR cash drawer limits daily.
  • Granted access to the main cash vault.
  • Responsible for approving checks cashed over the CSR limit, as well as other Vertex overrides.
  • Responsible for scheduling CSRs.
  • Audit CSR daily duties to ensure for dual control, etc. as required.
  • Assist with hiring all staff for the department, promotions, disciplinary actions, compensation administration, supporting, and training, coaching and mentoring staff daily.
  • Research and correct as needed for errors performed by all CSRs.
  • Encourage and assist CSRs to meet annual incentive opportunities for referrals.
  • Monitor all CSRs have completed annual requirements for BAI.
  • Proactively recognize if additional training is needed to limit potential risk to the bank.
  • Mentor and monitor all CSRs to follow policy and procedures put in place by the bank.

Customer Service: 15%

  • Develop and demonstrate a working knowledge of the Vertex, Synergy, and SilverLake system for correct processing of transactions.
  • Perform paying and receiving functions for customers. This will include taking deposits, withdrawals, and transfers from customers. Additionally, may sell prepaid Travel money cards, gift cards, bank money orders and help customers with additional related services.
  • Provide a high level of customer service. This includes understanding customer needs as well as understanding the bank products and services offered. Go above and beyond what the customer expects.
  • Support customers with maintenance questions concerning their accounts. This will include address changes, check orders, help with reconciling checkbooks and the like.
  • Support customers with additional services such as online banking, bill pay, mobile banking, e-statements, etc.,
  • Process night deposits including recording items and certifying currency.
  • Follow procedures for allowing access to safe deposit boxes.

Cash Handling: 5%

  • Must keep cash drawer within assigned drawer limits.
  • Ensure that the assigned cash balances daily and is kept secure at all times.
  • Assist with vault, day vault and coin vault transactions and balancing.
  • Assist with daily and weekly ATM functions and balancing.

Other: 5%

  • As part of the overall team of bank employees, this position may be requested to assist in the support of other bank activities.

Competencies

Adaptability

Able to adjust quickly to different work situations and remain composed under pressure and in stressful situations. Must embrace change and see change as an opportunity. Must be willing to express and support management's ideas to affected staff. Consider themselves as part of a larger
bank team and helps build teamwork.


Customer Orientation

Recognize and respond sensitively to the overall financial needs and priorities of the customer; recognize and take appropriate action to meet their needs; establish an effective working relationship with customers to gain their respect and loyalty. Take ownership of customer issues, placing priority on customer follow-up and striving for error free work.


Professionalism

Projects a positive image of the bank to all internal and external customers at all times along with the ability to work well with others. Helps to build and promote teamwork. Projects a professional image in dress, manner, communication, and focus. Fiduciary responsibility for safekeeping confidential and sensitive information requires ethics and professionalism beyond reproach.
 

Supervision

Offers the proper training and coaching for new and current employees and set and measure performance standards. Must be able to set targets, develop action plans, provide feedback and praise/discipline as warranted and be able to motivate staff using both monetary and non-monetary rewards to recognize good performance and meet the goals that have been developed. Must have the ability to resolve personnel issues and conflicts that arise in such a way that maintains a positive work environment. Consider themselves as part of a larger bank team and helps build teamwork.


Time & Work Management

The capacity to manage one’s work, outline overall project plans, determine necessary steps for its completion and delegation of tasks to the appropriate staff to assure the project is finished accurately, on time and within budget. Must have the ability to set targets, develop action plans, and measure results against the defined target goals. The ability to prioritize tasks to make the best use of time for high priority tasks is vital. Makes prudent decisions; creates policies and procedures; provides managerial direction and leadership at a high level of accountability. Seeks opportunities to develop personal abilities.


Education & Special Requirements

  • Prefer a high school degree or equivalent along with six years of related experience in a customer service bank environment.
  • Prior supervisory experience preferred, but not required.
  • This job requires skills needed in a typical office environment. This includes computer skills and a working knowledge of Word and Excel, must be able to type, use of ten key communications skills and utilization of typical office equipment.
  • Must have the ability to lift up to 20 pounds.
  • Internal Education: BAI: All Staff, CSRs, CSR II - Leads

Peoples Bank is an Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer.