Customer Services Representative at S&T Bank in Indiana, Pennsylvania

Job Description:

Indian Springs: 2455 Oakland Avenue, Indiana, PA 15701

Work Days and Expected Hours:

Monday-Friday: 9:00 AM to 6:00 PM

Saturday: 9:00 AM to 1:00 PM

(Must be flexible around branch hours)

Function: Operates a customer service window to provide customers with quality service on a variety of transactions. Suggests solutions and options to the customer and refers customers to appropriate areas of the bank. Resolves customer problems/issues/concerns in an accurate and efficient manner.

Duties and Responsibilities:

1. 
   

   Develops a working skill set, including competencies in bank operations, a strong knowledge of policies and procedures and bank products/services available to customers.

    

   
   


2. 
   

   Shows accuracy and balancing skills by maintaining a balancing rate of 85% in accordance to Retail Policies and Procedure manual.

    

   
   


3. 
   

   Demonstrates knowledge Retail Customer Service Expectations by completing Retail Service training as assigned by Retail Training.

    

   
   


4. 
   

   Applies a combination of knowledge of the Customer Service Information Inquiry Computer Systems, service skills, product knowledge, and knowledge of policies and procedures to successfully operate a customer service window in an efficient and accurate manner, providing exceptional customer service on a variety of transactions, including the following:

   
   
   1. 
      

      Utilizing Computer Inquiry System to properly identify customers, verify authenticity of the requested transaction, and complete required steps to protect customers and the bank from fraud (including, but not limited to; verifying balances, placing holds, and documenting proper identification).

      
      
   
   
   2. 
      

      Accepting deposits, verifying endorsements, and issuing receipts.

      
      
   
   
   3. 
      

      Accepting checks or coupons for cashing, identifying customers, verifying endorsements and balances, and/or referring customers to branch management for authorization.

      
      
   
   
   4. 
      

      Accepting savings deposits and withdrawals and performing related duties.

      
      
   
   
   5. 
      

      Providing additional customer services, including bank money orders, and other services.

      
      
   
   
   6. 
      

      Accepting various loan payments or other types of payments.

      
      
   
   
   7. 
      

      Balancing window cash daily.

      
      
   
   
   8. 
      

      Performing ATM settlement, where applicable.

       

      
      
   
   
   
   


5. 
   

   Promotes the bank's services, answers questions regarding banking matters, and directs customers to other departments for specialized services.  Identifies customer needs through profiling each customer with Computer Inquiry System for other services to expand relationships and develops new customers to increase market share and improve profitability.

    

   
   


6. 
   

   Provide qualified introductions to platforms, including Elan, Elavon, Mortgage, Deposits, and Loans.

    

   
   


7. 
   

   Provides services including night deposits, mail deposits, and safe deposit admittance, as needed.

    

   
   


8. 
   

   Maintains a positive relationship with bank customers and seeks to contribute to help grow the branch by producing leads to the Personal Banker platform.

    

   
   


9. 
   

   Maintains a good working relationship with all bank employees.  Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the branch and in turn, the organization.

    

   
   


10. 
    

    Attends and successfully completes all required training on Customer Service Information Inquiry Computer Systems, Retail Service, regulatory and product knowledge etc. as needed.

     

    
    


11. 
    

    Performs additional duties as required.

     

    Education

     

    Requires a high school diploma or equivalent basic academic education.  

     

    Experience

     

    One to two years general experience and the successful completion of the retail training program.

     

    Problem Solving/Decision Making

     

    Below average independence in this position. Above average repetition in this job. Handles average amount of severity of problems. Handles average amount of set procedures. Average impact of decisions on the company.

     

    Complexity and Judgment

     

    Organizes and lays out work according to set procedures. Judgment is required occasionally. Mistakes would likely be discovered by the employee, the supervisor, other employees, and customers and their effect would be moderate.

     

    Creativity and Foresight

     

    To a small extent develops new ideas. To a small extent facilitates action. To a small extent sets path for the future. CSR may make creative suggestions to change position but they would not be responsible to make the final decisions.

     

    Communications

     

    To a small extent required to make verbal presentations and to an average extent required to be involved in discussions and negotiations, both internally and externally. To an average extent required to create forms, records and maintain logs. Creating forms to include change of address, deposit maintenance). Audience is back room departments (DIS, Helpdesk, BAD). Continually in contact with employees inside the department. Continually in contact with customers at bank locations. Occasionally in contact with employees outside the department. Occasionally in contact with general public; community or industry associations. Moderate influence with company operations/image and contacts. Assisting customers with problems, finding solutions. If we make mistakes, communicate that to customer. Promote S&T Bank products/services.

     

    Impact on the Bank

     

    Responsible at average level for meeting operating goals. To some extent responsible for influencing employees’ work. To some extent responsible for advising higher management. The effect of errors would be moderate pertaining to costs, processes, revenue, and overall company performance. One mistake is minimal but as a group, customer service errors can be quite costly.

     

    Supervision Required

     

    Most of the work is assigned on a daily or weekly basis.

     

    Use of Technology

     

    Proficient skill level in using a personal computer, calculator, and telephone equipment. Basic skill level in working with word processing, spreadsheets, graphics, and databases. Proficient skill level in working with Banking Systems: IBS, Intranet, Email and Bank’s HRIS.

     

    Accuracy

     

    The job has access to confidential information including customer information. The resulting damage would be major should this information be released to the wrong people. Effect of errors: Customer information and privacy policy breached.

     

     

    Mental Demands

     

    Occasionally needs to make quick decisions. Frequently needs to concentrate. Frequently handles distractions that interfere. Frequently handles a diversity of problems. Occasionally performs multiple tasks.

     

    Physical Demands

     

    Operates a keypad device: 70% of the day; operates electronic equipment: 10% of the day; operates office equipment: 10% of the day. Standing is required 2 hours per day in a straight position. Sitting is required 5 hours per day in a leaning position. Routinely lifts up to 10 lbs., 2 times per day. Maximum lift is 20 lbs., one time per day. Must be able to occasionally lift and/or move up to 50 lbs. Use of manual dexterity skills for typing and data entry up to 40% of the business day. Specific vision requirements include close vision of 18”-20” for computer work. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

    
    

Experience

Required

• 1 - 2 years: One to two years general experience and the successful completion of the retail training program.

Education

Required

• High School or better in Academic/General

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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