Customer Service Representative

Do you enjoy providing excellent customer service, including:

• Having a positive attitude, being a good listener, and portraying empathy, patience and enthusiasm
• Collaborating with co-workers to solve problems
• Eagerly offering a helping hand
• Taking on challenges and learning new skills in an ever-changing environment
• Paying attention to small details
• Creating and growing relationships with new and existing customers

If so, we have an opportunity for you! At NBM, you will be part of a team of knowledgeable professionals that strives to provide the highest quality service in the banking industry. Our CSRs build rapport with customers by actively listening and asking meaningful questions to uncover financial needs and suggest appropriate products and services that will enhance each individual’s banking experience.

CSR duties include:

• Accepting and accurately processing financial transactions, such as cashing checks, making deposits, and processing withdrawals
• Assisting customers with more complex transactions like opening and updating accounts, sending wire transfers and troubleshooting technical issues
• Maintaining proficient knowledge of our products and services
• Maintaining proficient knowledge of policies, procedures, laws, and regulations applicable to the position to ensure compliance
• Adapting to customer needs throughout the day; changing direction to meet the needs of the customer in front of you

Necessary skills and abilities:

• Strong interpersonal and communication skills are essential
• Ability to focus amidst distraction
• Time management / prioritization skills
• Ability to provide multiple potential solutions to a problem
• Relationship building skills
• Ability to remain calm and focused under stress or time constraints

Benefits include paid holidays, paid time off, paid time for community service/volunteer work, health/dental/life insurance options, 401(k) with employer match, opportunities for education/career growth/career advancement, and more!

Beginning at $22.74 per hour

36-40 hours per week

Monday - Friday 8:15am - 5:15pm (schedule may vary slightly depending on branch location)

30-minute lunch daily

Rotating Saturdays (approximately one per month, 8:30am-12:30pm)

Equal Opportunity Employer

Requirements

OBJECTIVES:

Process general banking transactions for our customers in a friendly, professional and accurate manner. Establish and build professional relationships with customers. Be a trusted and knowledgeable source of information for customers.

NECESSARY SKILLS / ABILITIES:

• Desire to serve a diverse customer base
• Ability to convey information clearly and concisely
• Reliability
• Willingness to learn new skills
• Willingness to accept and apply feedback
• Strong attention to detail
• Problem solving / critical thinking skills
• Empathy
• Time management
• Attentive listener
• Basic math and computer skills

PRIMARY RESPONSIBILITIES:

• Provide top-notch, professional customer service with a smile
• Assist customers with transactions such as deposits, withdrawals, loan payments, cashier’s checks / money orders, check orders, address changes, etc.
• Assist customers with transactions such as opening or closing accounts, wire transfers, electronic banking, transaction research, checkbook balancing, etc.
• Resolve customer concerns by showing a genuine desire to assist, actively listening for need clues, asking open-ended questions for clarity, remaining calm and patient, conducting appropriate research, and following up (if necessary) within appropriate timeframes
• Maintain an accurate cash drawer
• Follow all safety and security policies, practices and procedures
• Acquire and maintain knowledge of applicable regulations and compliance topics
• Accept responsibility for and learn from mistakes
• Build knowledge of our products and services, and identify customer needs to make appropriate referrals
• Work with teller team to assure all daily tasks are completed efficiently and accurately
• Assist at other offices when coverage is needed
• Meet or exceed all quality customer service standards

SECONDARY RESPONSIBILITIES:

• Assist with operation and settlement of teller machines and equipment
• Answer telephone calls and emails
• Maintain adequate supplies at workstation
• Provide safe deposit access to authorized customers, when applicable
• Other job-related tasks, as assigned

PHYSICAL REQUIREMENTS:

• Able to lift 25 lbs.
• Able to stand for extended periods of time
• Able to view a computer screen for extended periods of time
• Repetitive motion of the wrists, hands and fingers due to regular computer use

EDUCATION/EXPERIENCE/SKILLS/CERTIFICATIONS/LICENSES:

Experience with Microsoft Office Suite, in particular; Excel, Word and Outlook

Salary Description
$22.74 / hour

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