Customer Service Representative I

 *Position is not eligible for remote work.

Job Code
CSR I

Job Family
 

Supervisory
No

Job Description Title
External

Job Summary

The Customer Service Representative will interact directly with new and existing customers to establish and maintain relationships. This position will greet customers, discuss products and services, build customer profiles, open and disclose accounts, and provide appropriate follow-up. The Customer Service Representative responds to customer inquiries via telephone and face-to-face meetings. This position may be required to work into a Saturday rotation.

Essential Functions, Duties and Responsibilities include, but are not limited to:

• Greets customers entering the location

• Opens new accounts for new and existing customers

• Assists customers with routine account related requests, including fund transfers and stop payments

• Answers customer inquiries involving bank products and services as well as customer-related policies and procedures

• Researches and resolves customer issues, serving as liaison between departments

• Promotes and recommends other products and services based on customer needs

• Assists customers with requests, such as providing check copies and printed statements

• Gathers and maintains up to date customer information, including addresses, phone numbers, and e-mail addresses

• Performs work under general supervision

Education, Experience and Qualifications

Education

Required/Preferred

Education Level

Description

Required

High School or GED

Years of Experience

Minimum

Comments

1

One (1) year of teller and/or customer service representative experience required

License / Certification

Required/Preferred

License / Certification

Description

Required

Independence Bank Teller Certification within 6 months

Additional Qualifications

• Requires completion of Teller Fundamentals and Teller Level Up training within three (3) months

• Requires completion of CSR Foundations training within three (3) months

Core Competencies

• Strong customer service skills

• Ability to maintain confidential information

• Oral communication skills

• Problem solving and situational judgment skills

• Time management skills

• Organizational skills

• Clerical and administrative skills

Working Conditions

Working Conditions

Indoors, environmentally controlled. Usual office working conditions. The noise level in the work environment is typical of most office environments with telephones, personal interruptions, and background noises.

Travel Requirements

Requirement

Frequency

No travel required

Never or Rarely

Mandatory Vacation

Position requires incumbents to be off work for a minimum of five consecutive business days

Physical Requirements

Requirement

Frequency

Sitting (remaining in a seated position)

Frequently

Standing (remaining on one’s feet in an upright position without moving about)

Frequently

Walking (moving about on one’s feet)

Frequently

Lifting (raising or lowering an object from one level to another)

Occasionally

Carrying (transporting an object, usually by holding it in the hands or arms or on the shoulder)

Occasionally

Pushing/Pulling (exerting force upon an object so that the object moves away or toward the force)

Occasionally

Reaching (extending hand(s) and arm(s) in any direction, such as overhead, below waist, forward or lateral)

Occasionally

Keyboarding (entering text or data using computer keyboard or 10-key numeric keyboard)

Constantly

Pinching/Gripping (seizing, holding, grasping, turning or otherwise working with the hand(s) or fingers)

Occasionally

Stooping (bending downward and forward by bending spine at the waist)

Occasionally

Squatting/Crouching (bending body downward and forward by bending legs and spine)

Occasionally

Kneeling (bending legs at knees to come to rest on knee(s))

Never or Rarely

Crawling (moving about on hand and knees or hands and feet)

Never or Rarely

Climbing (ascending or descending ladders, stairs, ramps)

Never or Rarely

Speaking (expressing or exchanging ideas by means of the spoken word to impart oral information to customers and to convey detailed spoken instructions accurately, loudly, or quickly)

Constantly

Hearing (the ability to hear, understand, and distinguish speech, either in person or telephonically)

Constantly

Near Visual Acuity (clarity of vision at approximately 20 inches or less)

Constantly

Far Visual Acuity (clarity of vision at approximately 20 feet or more)

Frequently

Additional Physical Requirements

May require lifting up to 20 pounds

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