SUMMARY

Assist with operations and service-related responsibilities while adhering to Bank policy, and work collaboratively to support the Business Financial Center’s service objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Comply with and stay abreast of all policies and procedures, federal and state laws applicable to the job.
• Provide customer service that meets or exceeds all service levels by promoting individual and team enthusiasm and pride.
• Support customer service program objectives.
• Increase customer satisfaction by recognizing and managing difficult situations promptly.
• Provide timely resolution of customer inquiries and complaints.
• Maintain thorough product knowledge of all existing and newly introduced products, services and programs.
• Apply Bank policies to minimize losses, defalcations, and service representative differences.
• Implement monthly control and timely submission of Center reports.
• Generally assist Service Manager, including with respect to controlling and properly accounting for non-interest expenses, operating losses, service representative differences, overtime, and overall compensation.
• Assists with the preparation of annual performance reviews for all non-exempt associates and assists with the preparation and discovery for disciplinary action for non-exempt associates.
• Performs opening and/or closing procedures in accordance with the policy and procedures of the Bank.
• Commitment to teamwork and a focus on delivering The Citizens Experience.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities. 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Associate’s degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to use hands and fingers to operate a computer keyboard, mouse, calculator, and telephone. And reach with hands and arms. The employee is occasionally required to stand, walk, and sit. The employee must occasionally lift and/or move up to 25 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.