Customer Service Representative

 

Customer Service Representative

Department: Teaneck Branch

Supervisor: Branch Manager

FLSA Status: Non-Exempt

Job Summary

The incumbent under general supervision, but in compliance with established policies and procedures is responsible for providing exemplary customer service, and assisting in the overall operation and supervision of the branch. The Customer Service Representative will assist both the Assistant and Branch Managers with all facets of the Platform functions as well as assisting with the coordination of all sales, business development and service related actions.

Onboarding time

Less than 1 month

Essential Functions

  • Assumes responsibilities for daily branch operations within stated policies and procedures in the absence of both, the

  • Branch Manager and/or the Assistant Branch Manager.

  • Responsible for Branch Service Quality and efficiency:

  • Demonstrating exemplary customer service on a consistent basis when dealing with the public

  • Maintaining a professional attitude at all times

  • Maintains and enhances product knowledge on an ongoing basis to assist the public with all financial needs

  • Makes recommendations to improve workflow, as needed.

  • Resolve all customer/account related issues in an efficient and professional manner.

  • Protects the confidentiality of the customer

  • Properly identifies all new/existing customers

  • Open all account products, including checking, savings, CDs and IRAs.

  • Perform transactional services, including stop payments, deposits withdrawals, and other related transactions, ensuring the proper completion of each.

  • Responsible for Business development:

  • Strives to attain Sales through active cross-selling of additional products and services

  • Probes for leads and further business when dealing with all customers

  • Assist Branch Manager with business development efforts to reach local business and community-based not for profits, to promote Bogota’s community mindedness and enhance deposit growth

  • Prepare and monitor daily reports, assist in operating within budgetary means and appropriately approve transactions requiring an override.

  • Comply and execute the Bank's BSA program, including Customer Identification program (CIP), ChexSystems and OFAC processing, observation of customer activity and completion of currency transactions reports as needed.

  • Assist Branch Manager to develop and maintain a competitive focus within the branch, by encouraging staff to promote our bank’s product line through cross-selling bank products

  • Follow and oversee that all branch security and control procedures are being applied appropriately and effectively

  • Assist Branch Manager with the completion of Annual Staff Reviews

  • Assist Branch Manager with staff meetings for the purpose of exchanging new ideas, problem solving and learning about polices, procedures and new product development

  • Attend all required training classes and meetings

  • Responsible for community involvement and local public relations activity (CRA), as required

Other Job Functions

  • Maintain a positive and professional demeanor
  • Comply will all bank–related policies and procedures
  • Any additional job–related assignments as required

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; displays understanding of how job relates to others; uses resources effectively.

Use of Technology - Demonstrates required skills; adapts to new technologies; uses technology to increase productivity; keeps technical skills up to date.

Design - Demonstrates attention to detail.

Problem Solving - Identifies and resolves problems in a timely manner; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Cooperation - Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.

Managing Customer Focus - Establishes customer service standards

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

Teamwork - Exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed.

Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

Managing People - Takes responsibility for subordinates' activities; makes self available to staff; develops subordinates' skills and encourages growth; continually works to improve supervisory skills.

Quality Management - Demonstrates accuracy and thoroughness.

Visionary Leadership - Displays passion and optimism; inspires respect and trust; mobilizes others to fulfill the vision; provides vision and inspiration to peers and subordinates.

Conflict Resolution - Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.

Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.

Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.

Strategic Thinking - Understands organization's strengths & weaknesses.

Adaptability - Adapts to changes in the work environment; changes approach or method to best fit the situation.

Consultative Selling - Qualifies potential customers; builds rapport and establishes trust; asks questions to discover client business needs; applies product and market knowledge effectively; presents solutions that meet customer objectives; manages and documents sales process.

Personal Appearance - Dresses appropriately for position; keeps self well groomed.

Sales Skills - Maintains customer satisfaction; maintains records and promptly submits information.

Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.

Judgement - Displays willingness to make decisions; makes timely decisions.

Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives.

Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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 and/or Experience

Bachelor's degree from four-year college or university; and one to two years related experience and/or training; or equivalent combination of education and experience.

 

Language Skills

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.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Fiserv DNA Database software and Microsoft Word and Excel Processing software.

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.

While performing the duties of this Job, the employee is regularly required to talk or hear.  The employee is frequently required to use hands to type and/or handle money.  The employee is occasionally required to stand; sit and reach with hands and arms. 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.

Work Environment 

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.

 

 

To Apply

We offer competitive compensation, medical, dental and vision benefits, 401(k) and career growth opportunity.  

To apply, submit your resume to:

Human Resources
Bogota Savings Bank
819 Teaneck Road
Teaneck, New Jersey 07666

HR@BogotaSavingsBank.com

 

 

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