CSR/Floater

Title: Customer Service Representative - Floater

Department: Branch Administration

Reports to: Branch Manager

Status: Non-Exempt

I. Summary:

Under general supervision, but in compliance with established policies and procedures, performs a broad variety of customer services such as opening new checking, savings, and certificate accounts; handling savings bonds transactions, and answering questions concerning services provided by the bank from customers and branch staff. Sets up tele-transfer, direct deposit, cross-sells services, performs a variety of account maintenance, opens IRA/Keogh retirement accounts, and drafts letters and correspondence.

II. Primary Responsibilities and Duties:

1. Opens new accounts, explaining options such as single and joint ownership, revocable trust accounts, and various savings and certificate and checking account programs available; gathering needed information from the customer, transferring funds from existing accounts, and /or preparing sight drafts to obtain funds from other sources. Prepares all paperwork and assists the customer in the signing of documents necessary to process new accounts. Receives initial deposit and ensures that all new accounts are properly processed. Actively cross-sells the bank’s services in a professional manner.
2. Prepares collection forms for maturing saving bonds. Counsels customers on the merits of the various investment options and processes changes of ownership and exchanges of savings bonds.
3. Completes all arrangements and documents for such services as charge savings, tele-transfer, and direct deposit. Returns drafts and/or foreign checks through channels to the originating source for collection.
4. Answers questions and solves problems for customers and branch staff concerning all services provided by the bank by listening to problems, collecting data, securing answers, and reporting results to the inquiring party.
5. Opens IRA/Keogh retirement accounts, including acquainting the customer with various legal requirements, gathering necessary information, and preparing the documents.
6. Processes all retirement accounts and direct deposit forms, checking for accuracy before forwarding to the appropriate area.
7. Answers all related incoming mail.
8. In absence of Team Leader/Senior Teller, must be able to supervise the Teller line and operate vault.
9. Must be able to travel from branch to branch performing the customer service representative primary duties. Performs related duties as assigned.

III. Skills and Abilities Required:

1. The interpersonal skills necessary to relate to and empathize with other people and to maintain a friendly, cheerful, and courteous demeanor throughout the day.
2. Thorough knowledge of an online teller terminal and other standard office equipment, such as adding machines and typewriters.

IV. Minimum Requirements:

1. A High School Diploma or GED equivalent is required.
2. One to two years of job-related experience, including at least six months teller experience.

EOE DV