Customer Service Representative II

General Accountability:

Success will be achieved through meeting the goals negotiated with your supervisor. These assigned goals include specifics on assisting with customer inquiries and service activity goals, set-up of alternative delivery services, referrals for Bank products, along with other objectives related to teamwork and personal development. You are responsible for contributing to the provision efficient service through your daily interactions with our customers and other employees.

Key Responsibilities:

• Initiating customer interaction with a prompt and friendly greeting, using their name at least twice during session; 
• Projecting a professional attitude and an eagerness to serve the customer;
• Listening to the customer’s needs to ensure you understand the details, asking questions to clarify as required;
• Providing clear, relevant information covering what service steps are involved, and the time frames involved;
• Striving to fully satisfy the customer’s needs, or referring them to another officer/supervisor as required, following through with the customer to ensure a satisfactory conclusion was reached;
• Taking full responsibility for all customers enquiries/concerns/complaints directed to you;
• Resolving matters within your discretion, to the customer’s satisfaction or referring the customer to the appropriate officer;
• Finalizing the interaction, ensuring accurate processing, posting, balancing and checking within assigned limits;
• Closing the transaction by confirming all customer needs have been met and thanking them for their business.

Minimum Qualifications & Experience:

• Institute of Financial Services Certificate or one (1) year of banking experience in customer services.
• In-depth knowledge of specific branch and bank policies, procedures, and bank services to appropriately direct and service customers;
• Knowledge of specific governmental and banking laws regarding improper practices such as money laundering and suspicious transactions;
• Basic accounting/math skills to count denominations of money and to perform reconciliation processes;
• Working knowledge of computers to use bank network and its core banking applications and to respond to email as necessary;
• Oral and written communication skills to interact with customers and associates, and to document information on forms;
• Ability to manage time;
• Ability to work as a team member with other branch staff;
• Ability to operate a variety of office equipment, including:- computer, printer, cheque scanner, money counter, and photocopier,