CUSTOMER SERVICE REPRESENTATIVE
: Job Details :

For two consecutive years running, Five Star Bank has been recognized locally as a Top Place to Work in Rochester and Buffalo, and nationally as a Great Place to Work. These certifications highlight our dedication to fostering a supportive, inclusive, and rewarding work environment!

Position Title: Customer Service Representative

Reports To: Senior Branch Manager or Branch Manager

Department: Retail Banking

FLSA Status: Non-Exempt

Purpose: The Customer Service Representative will be responsible for delivering a personalized and caring client experience, efficiently handling sales and service transactions, identifying financial needs, recommending products and services, and engaging business partners to improve the financial well-being of clients. The Customer Service Representative will have a thorough understanding of bank products and services as well as bank policies and regulations. This role will engage in sales and service activities, providing exceptional customer service for current and prospective clients.

Supervisory Responsibilities:

Degree of Supervision Received: Moderate

* Supervision Received (title): Senior Branch Manager or Branch Manager

Degree of Supervision Given: None

* Supervision Given to (Titles): N/A

Essential Functions:

* Builds and expands banking relationships through proactive customer outreach.

* Responsible for servicing, acquiring and deepening customer relationships.

* Accountable for achieving individual and team sales and servicing goals.

* Develop business and support servicing needs of customers.

* Adapts to the needs of the office, providing customer service in both a transaction processing and sales role.

* Proactively engaging customers in conversation about their financial needs

* Demonstrated knowledge of all bank products and services and ability to accurately process deposits and lending applications and account opening transactions.

* Engages customers through proactive advice-led consultation.

* Assists in community events and actively participates in and supports FSB sponsored community initiatives, activities, and programs.

* Maintains knowledge and compliance with the Bank's Code of Conduct and all policies and procedures.

* Maintains knowledge of regulatory compliance and completes assigned compliance training

* Introduces customers to alternative banking solutions including mobile banking, digital banking, and ATMs/ITMs

* Processing transactions and other account servicing requests

* Greets clients and prospective clients entering the office following established customer service guidelines.

* Provides exceptional customer service and an outstanding banking experience by handling financial transactions accurately and professionally.

* Maintains responsibility for a cash drawer and follows proper balancing procedures

* Supports daily operations of the office to include processing night deposit bags, ATM deposits, balancing the vault, ATM, cash recycler, and cash advance machine, or other operational needs

* Develops and maintains broad knowledge of products and services to support client needs

* Refers complex customer needs to the appropriate team member/business partner

* Introduces clients to digital banking solutions including mobile banking, digital banking, ATMs

* Identifies and resolves client issues timely

* Answers the phone within the office promptly and professionally

* Ensures compliance with security and audit procedures

* Understands and adheres to established policies and procedures

* Maintains knowledge of regulatory compliance requirements and completes assigned compliance training

* Demonstrate the standards and principles of the Five Star Bank experience in every interaction with internal and external customers, associates, and stakeholders. Incorporate the high-performance behaviors of teamwork, leading by example, and service in every facet of work.

Job Related Qualifications - Education and Prior Experience:

Required:

* Education: High School Diploma or GED or equivalent business experience

* Prior Experience: 1+ years of financial services experience in retail banking with demonstrated ability to process transactions and execute advice-led approach with customers to identify additional products and services

Preferred:

* Education: Bachelor's Degree

* Prior Experience: 3+ years of financial services experience in retail banking with demonstrated ability to process transactions and execute a consultative advice-led approach with customers, successfully opening new accounts.

Competencies:

* Excellent communication skills - in person and over the phone - with proven ability to personalize features and benefits of products/services to customers with varying needs.

* Demonstrated knowledge of bank products and services

* Familiar advice-led consultative approach to engaging customers and offering solutions.

* Demonstrated ability to acquire new customers and open new business following operational procedures and requirements.

* Experience fulfilling customer transaction and service requests.

* Experience with banking systems and platforms

* Experience fostering and developing strong customer relationships.

* Strong desire to improve the financial well-being of customers by providing education and advice.

* Excellent interpersonal and communication skills

* A self-starter and strong organizational skills with the ability to multitask and prioritize.

* Ability to thrive in a team environment.

* Ability to learn and utilize new technology effectively and efficiently.

* Ability to make personal connections, engage clients, be courteous and professional.

Physical Requirements:

* Able to regularly stand for prolonged periods of time.

* Able to regularly lift 1-10 lbs., occasionally lifting to 30 lbs.

* Able to travel between office locations.

* Extensive computer usage is required.

* Moderate to extensive phone usage is required.

* Ability to perform repetitive motions.

Other:

* Work schedule: Varies with office needs and may include evenings and weekends.

* Licenses or Accreditation: Registration with Nationwide Mortgage Licensing System Registry (NMLS) is required in accordance with SAFE Act requirements.

Benefits:

* Medical, Dental, and Vision Insurance

* Health Savings Account

* Flexible Spending Account(s)

* Company Paid Life Insurance, Long Term Disability, and Short Term Disability

* Voluntary Offerings: Life, Critical Illness/Specified Disease, Accident, Hospital Indemnity & Personal Accident

* Tuition Reimbursement

* Employee Referral Program

* Wellness Reimbursement Program

* Star Volunteer Program

* Employee Banking and Financial Perks

* Paid Time Off (PTO)

* Company Paid Holidays

The expected rate of pay for this position is shown above. Compensation offers are based on a wide range of factors including relevant skills, training, experience, education and, where applicable, licenses or certifications obtained. Market and organizational factors are also considered. In addition to your base rate of pay and a competitive benefits package, successful candidates may be eligible to receive cash or equity-based incentives based on the role and performance.

This job description is not exhaustive. The Sales & Service Associate may be required to perform other duties as assigned.