Customer Service Representative

Job Type

Full-time

Description

SUMMARY

Under the general supervision Branch Manager, performs a variety of customer service and related duties to meet sales and service objectives and ensure the ongoing effectiveness of customer service in conformance with established Bank policies, strategies, and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Greet customers of the Bank cordially and professionally and provide efficient, effective, and courteous customer service in person and via telephone. Perform a variety of customer service duties. Open and close accounts and process a wide variety of transactions. Process necessary paperwork. Respond to customer inquiries.
• Understand, explain, and cross-sell products and services of benefit to the customer such as checking and savings accounts, certificate of deposit accounts, individual retirement accounts (IRA), loan products, credit cards, debit cards, and digital services.
• Maintain current knowledge of all Bank products and services.
• May perform teller duties as required.
• Process all necessary transactions and issue receipts accordingly.
• Answer customer inquiries; investigate and correct errors, using Bank and customer records.
• Admit customers to the safe deposit box vault area following Bank procedures. Open and surrender safe deposit boxes as requested.
• Maintain current knowledge of passbook loans and forward them to appropriate personnel for underwriting and approval.
• Accept line of credit (CheckProtec) applications and forward them to appropriate personnel for underwriting and approval.
• Execute wire transfers of funds.
• Process credit card applications.
• Assist customers with Official check and Teller's check inquiries. Search for the status of a check. Obtain copies of cleared checks. Place stop payments. Reissue checks.
• Assist customers with a wide range of IRA transactions. Trustee Transfers, Direct Rollovers, Rollovers. Process contributions and distributions.
• May occasionally serve as back-up to Front Desk Coordinator.
• Maintain and encourage an ongoing sales culture within the branch.
• Perform clerical duties including, but not limited to, pending work and daily mail.
• Ability to use Microsoft Word and Excel proficiently.
• Ability to write professional, clear, concise correspondence to internal and external recipients.
• Participate in the consolidation of daily teller work and the balancing of the ATM.
• Acknowledge opportunities to generate referrals to other areas of the bank including but not limited to the Investment Center, Wealth & Asset Management (Plimoth Investment Advisers - PIA), Residential & Commercial Lending, and Business Banking Services.
• Exhibit excellent customer service and actively participate in the Your Bank Rewards Referral Program.
• Attending sales, service, and product training sessions regularly and actively participating in branch meetings.
• Adhere to Bank's dress code policy.
• Participate in community activities representing Dedham Savings.
• Perform all duties by prescribed regulatory compliance guidelines. Ensure compliance with established security procedures as well as cash handling procedures.
• Adhere to audit and regulation policies and procedures and complete annual training on all required regulations including but not limited to Regulation CC, AML/BSA, and GLB/Privacy.
• Assist in ensuring the branch meets yearly goals.
• Complete all internal Bank training as assigned and required.
• Adhere to the Bank's privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information.
• Exhibit the ability and desire to embrace and enhance the Bank culture.

• High school diploma or general education degree (GED).
• Minimum of one plus years of customer service or teller experience.
• Demonstrated communication, customer service, and organizational skills.
• Must have basic knowledge of bank products and services.
• Able to use various types of office equipment, including computer terminals.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to draft routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of the organization.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• To perform this job successfully, an individual should know Internet software, Spreadsheet and Word Processing software, and service bureau software applications.

• Basic knowledge of the banking and financial services industry including federal laws and regulations
• Willingness to gain new knowledge and technical skills.
• Intermediate typing skills to meet the production needs of the position.
• Intermediate math skills: the ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; compute rate, ratio, and percent, including the drafting and interpretation of bar graphs.
• Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, read, analyze, and interpret documents and professional journals, understand procedures, write reports, correspondence, and procedures, speak clearly to customers and employees.