Customer Care Representative-FT

GENERAL SUMMARY

Provides efficient and courteous support and service to West Shore Bank customers by building and maintaining relationships and adhering to the West Shore Bank’s Making the Difference culture.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Performs teller duties as necessary, which include a variety of customer transactions including accepting deposits, loan payments, withdrawals, and cashing checks
• Processes all transactions promptly, accurately, and in compliance with bank policies and procedures
• Ensures all Memo Debits and Memo Credits are processed throughout the day
• Assists internal/external customers in resolving their questions and/or issues in a professional and courteous manner either by phone, email, or Banno Chat
• Takes every step possible to assist customers during the call without transferring the customer to another employee or department
• Uses professional sales techniques to refer and cross sell bank products and services when the opportunities arise
• Assists customers with address changes, debit card orders, and check orders
• Inputs wire transfers
• Establishes new online banking requests and any necessary changes
• Proactively reaches out to customers and prospects via phone or written communication
• Documents customer compliments and complaints using the Code Green/Code Red procedures
• Follows service protocols to handle customer issues professionally and seamlessly and directs complex issues to management
• Works as a team member to help attain assigned departmental goals
• Adheres to Bank Secrecy Act policies and procedures
• Other duties job responsibilities as assigned

OVERALL PERFORMANCE REQUIREMENTS

The Principles of Success are part of the employee’s performance expectations at every level of the Bank. The “Principles” are intended to encourage a culture of accountability, pride, loyalty and enthusiasm. The first step in being successful is to be aware of the expectations and then to live the expectations.

1. Embrace and Drive a Culture of Change

• Support and encourage new ideas.
• Generate solutions and make informed decisions.

2. Act as a Valuable & Enthusiastic Team Member

• Recognize the importance of teamwork to achieve objectives.
• Communicate openly and confidently.
• Influence and convince others in a way that results in acceptance and agreement.
• Bring in ideas, information, suggestions and expertise from others inside your immediate team and in other departments.
• Build strong team relationships through mutual trust and accountability.
• Work in unity to improve our knowledge and skills.

3. Focus on the Customer Experience to Build Loyalty

• Cultivate relationships.
• Make an emotional connection– focus on the relationship, not the transaction.
• Provide advice and help on WSB products and services that are relevant to the customer’s unique needs.
• Accept customer feedback and follow documentation process if appropriate.
• Adheres to the customer communication protocols.

4. Accept Responsibility and Accountability

• Act with integrity.
• Be prepared for meetings, participate, respect the process and contribute solutions.
• Maintain commitments and remain positive in the face of setbacks and obstacles.
• Keep challenges in perspective and remain positive.
• Take personal accountability for achieving individual and shared goals.
• Be responsible for the effectiveness of training.
• Initiate action to move projects forward and adjust actions to respond to changing circumstances.
• Take responsibility for your own success.

5. Serve the Community with Pride

• Actively look for opportunities to be involved in the community.
• Recognize the importance of community involvement.
• Contribute and make a difference when dealing with outside organizations.