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Experienced Senior Customer Service Representative

Sound Community Bank – Mountlake Terrace, WA

Job Description

The Senior CSR is responsible for delivering excellent customer service through personalized, efficient, and accurate handling of customer needs. The duties of the Senior CSR include but are not limited to; cashing checks, making deposits, and follow up on customer inquiries. The Senior CSR is responsible for identifying referral opportunities, and making qualified referrals to branch leadership team and business partners. The Senior CSR must have increased knowledge and familiarity with bank products and services. The Senior CSR acts as Vault Teller, opens new accounts as needed, and assists the Assistant Branch Manager with Certifications.

POSITION QUALIFICATIONS

High School Diploma or equivalent required. Minimum of 3 year CSR, Teller and Retail experience preferred. Skill competencies required include, but are not limited to:

Ability to work Saturdays on a rotating basis

Excellent relationship building and interpersonal skills

Strong customer focus

Effective listening skills

Cash handling skills with good balancing record

Attention to detail

Flexible with shift priorities

Ability to work both independently and as a team member

Ability to provide cross training

Strong organizational and multi-tasking skills in a fast-paced environment

Ensures all transactions are handled confidentially

Work hours include Saturdays

RELATIONSHIPS AND CONTACTS

Within Bank

The Senior CSR maintains a close working relationship with the Assistant Branch Manager, and all members of the Branch Retail staff.

Outside Bank

The Senior CSR maintains frequent and close working relationships with clients, and members of the community.

POSITION RESPONSIBILITIES

Responsibility #1

Customer Service

Provide excellent customer service and meets all service standards.

Actively engages with client to provide solutions and make recommendations.

Responds to customer inquiries and requests in a timely manner.

Quickly identifies customer problems that arise and provide resolution or updates appropriately.

Answers calls and replies to emails within service standards.

Works cooperatively with supervisor or appropriate department to resolve issues to the customers satisfaction.

Asks questions and listens effectively to understand customer needs and how to best meet customer needs.

Responsibility #2

Transaction Management

Accurately and efficiently process a variety of customer financial transactions in accordance with established policies and procedures.

Consistently balance cash drawer within established guidelines and limits.

Performs a variety of general tasks such as completing forms, maintaining files, and reviewing daily reports.

Ensures that required forms associated with transactions are submitted to the proper department in a timely manner.

Ensures compliance with BSA and all other consumer compliance regulations associated with this position.

Demonstrates proficiency in identifying suspicious activity and ensuring completion of required reports in accordance with BSA regulations and internal policies and procedures.

Acts as Vault Teller and adheres to cash handling guidelines.

Back-up for new accounts (including single coverage on Saturdays) while adhering to regulatory compliance, policies, and procedures.

Responsibility #3

Communication

Demonstrates interpersonal skills along with the ability to maintain a professional, outgoing, and pleasant demeanor at all times.

Communicates effectively and efficiently with co-workers, and clients in verbal and written format.

Effectively ask probing questions to learn client needs and recommend appropriate product.

Accepts responsibility for own actions.

Accepts coaching from supervisor or manager.

Ability to cross train and provide feedback to management.

Responsibility #4

Branch Financial Performance

Actively support the organizations sales objectives and campaigns by actively cross-selling products or by referring customers to appropriate business lines as needed.

Consistently meets goals as established in branch or organization.

Consistently achieves referral goals.

Completes all required compliance and other training in a timely manner.

Actively participates in training for professional development.

Provides ongoing relationship review with existing customers to maintain rapport and gain additional business.

Recommends products and services to customers to meet their needs.

Meets or exceed established sales and service goals.

Responsibility #5

Each employee makes a significant contribution to the success of Sound Community Bank. This job description is designed to outline primary duties, qualifications, and job scope, but not to limit the employee or the organization to the work identified. It is expected that each employee will offer his/her services wherever and whenever necessary to ensure our success.

You may also apply here: https://www.soundcb.com/about-us/career-opportunities.html

Job Type: Full-time

Experience:

  • bank teller: 5 years (Preferred)
  • Customer Service: 3 years (Preferred)

Additional Compensation:

  • Bonuses

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