Customer Service Representative

Empowered to serve customers and exceed their expectations through service delivery excellence.  This position is the primary customer contact responsible for the professional delivery of services and support by performing transactions, solving problems and providing product and other banking information.  The CSR position will follow established bank policies and procedures for this area and requires a high degree of integrity, trust and confidentiality.

DUTIES AND RESPONSIBILITIES 

Primary 

Process a wide range of teller transactions for lobby, drive-up, and telephone customers in a timely, efficient, accurate and courteous manner
Maintain balanced cash drawer and appropriate cash limits
Provide customers with a variety of account related assistance
Promote and explain products and services offered by BankNorth to all customer
High ability to remain flexible and multi-task with shifting priorities on a daily basis
Open new consumer accounts, explaining deposit products and services available
Uphold confidentiality of customer conversations, information, and proprietary bank information

 Secondary

Knowledge of the various products, services, and delivery systems
Deliver consistent, superior customer service in accordance with BankNorth standards
Take ownership of customers by responding to inquiries and requests or directing them to the appropriate resources
Provide support and service to co-workers to maintain and enhance customer service 
Professionally represent BankNorth in community affairs and civic organizations

Additional 

Follow established opening and closing procedures
Participate in training and bank meetings as related to position

SKILL REQUIREMENTS

Must exercise accuracy, alertness, good judgment, courtesy, tact, patience and professionalism.     
Must maintain confidentiality and security of customer conversations and information as well as bank information, records, and proprietary systems.
Must be able to speak effectively, actively listen and express thoughts in a clear, thorough manner. 
Must be able to effectively share and explain pertinent information with bank employees.  
Must be willing to collaborate and cooperate with others in the organization and possess effective working relationships with co-workers.
Must be able to demonstrate work stability, be self-sufficient and self-motivating with satisfactory attendance/punctuality and an ability to be flexible in work schedule.
Must have a positive attitude, leadership skills, and a strong customer orientation.
Must possess a High School diploma or equivalent along with basic math proficiency and a proficiency in computer and keyboard, specifically Microsoft Word and Excel, Windows and the Internet.
Cash handling experience preferred
 

PHYSICAL DEMANDS 

While performing the duties of this job, the employee is required to communicate effectively with others, stand and use hands to finger and handle keyboard, telephone, paper, files, and other equipment and objects.  The employee is frequently required to walk, sit and to reach with hands and arms.  The employee must occasionally lift and/or move up to 40 pounds.  This position requires the ability to review detailed documents and read computer screens.

WORK ENVIRONMENT

The work environment requires appropriate interaction with others. The noise level in the work environment is usually quiet.

POSITION ACCEPTANCE

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They do not include all aspects of the position such as the potential additional duties assigned by the Supervisor, or the requirement for flexibility in helping others.