Customer Service Center Associate

Description

POSITION SUMMARY:

The Customer Service Associate is responsible for delivering high-quality service by answering the Bank’s incoming telephone calls and responding to various electronic communications. The role involves timely and effective follow-up on telephone calls and messages to ensure a positive service experience. The Associate is also responsible for escalating complex issues to management or other departments as needed. Additionally the positions processes various system maintenance tasks and adjustments to customer accounts across multiple electronic formats.

Requirements

EDUCATION & EXPERIENCE:

• Associate’s degree in business, finance or related area is preferred; or equivalent work experience within a financial institution, bank branch, or similar area is strongly preferred.
• Possesses basic technical ability necessary to learn and operate the Bank’s software and applications.
• Demonstrates pleasant vocal tone and inflection.
• Must show initiative, reliability and team-oriented values.
• Strong organization and problem-solving skills.

MAJOR DUTIES & RESPONSIBILITIES:

• Answer incoming telephone calls – follow up, transfer or escalate as necessary.
• Resolve customer banking questions/issues on a variety of customer platforms in accordance with the Bank’s operating controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer assets.
• Identify sales and retention opportunities by recognition of customer needs.
• Provide customers with technical support of primary & secondary systems, such as online banking, bill pay, external transfers, and VISA Debit cards.
• Process research and maintenance requests relating to customer inquiries.
• Develop knowledge of the Bank’s products, services and general information.
• Maintain interpersonal customer service skills – listening, written, and oral.
• Develop a basic understanding of operation in other departments.
• Assist in communication for the Overdraft Privilege Program.
• Contribute towards fostering teamwork within the department.
• Work flexible hours, including evenings and weekends.
• Successfully complete training programs as necessary.
• Complete other tasks as assigned by supervisor.

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. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPLIANCE STATEMENTS:

EQUAL OPPORTUNITY EMPLOYER

Bank of Greene County is an Equal Opportunity Employer. We provide equal employment opportunity in all employment-related matters, including hiring, training, promotion, compensation, benefits, transfers and other personnel actions, without regard to race (including traits historically associated with race), color, national origin, age, religion, sex, sexual orientation, gender identity or expression, the status of being transgender, disability, genetic information, predisposition and carrier status, military or veteran status, marital and familial status, the status of being a victim of domestic violence, employee’s or a dependent’s reproductive health decision making (including, but not limited to, a decision to use or access a particular drug, device or medical service), known relationship or association with any member of a protected class, and any other characteristic protected by applicable law.

BANK SECRECY ACT (BSA)

Before assuming any duties, each employee will be trained in the proper filing and logging procedures for large currency transactions and the sale of monetary instruments.

Each employee will immediately report suspicious currency transactions or activity to their immediate supervisor or the BSA Officer.

All employees will become familiar with how their customers handle their accounts and will report any transactions that are not within the normal activities of the customer.

The employee will be trained in compliance with the BSA, USA PATRIOT ACT and associated laws and regulations under the Bank’s Compliance Program as it pertains to his or her job functions. Employees are expected to meet all compliance requirements as stated within the Bank’s BSA/AML/CIP/OFAC Program. Failure to meet these compliance standards may adversely affect performance appraisals and may result in disciplinary action up to and including termination. Employee’s compliance violations may result in termination, individual fines, and possible imprisonment.