Customer Service Specialist-Extended Hours (Work from home flexibility)
: Job Details :

GENERAL FUNCTION:

Responsible for delivering enthusiastic, professional quality service to customers as well as bank personnel with regard to all financial products and services offered through traditional and/or digital channels. Serves as a service center liaison outside of normal business hours.

MAJOR DUTIES AND RESPONSIBILITIES:

• Efficiently serves the needs of internal and external customers.
• Answers inbound telephone calls, responds to customer inquiries and problems concerning their accounts, and gathers necessary information to document and resolve customer problems.
• Maintains telephone call statistics and documents account information on the computer for each customer.
• Adheres strictly to privacy of customer information in a remote environment.
• Processes telephone transfers and loan payments; quotes loan payoffs; and processes stop payments requests made by phone.
• Monitors, answers or forwards all e-mail records received to the appropriate department or person.
• Monitors and responds to online chats from website.
• Maintains and applies knowledge of regulations governing transactions in relation to banking services including but not limited to demand deposits and savings accounts.
• Resets electronic banking PINS, duplicates statements requests, and answers debit card inquiries.
• Assists customers with Internet Banking and Bill Pay. Resets passcodes, assists with log-in, or guides through Internet Banking website.
• Responsible for answering debit card inquiries, including reset of PINs and ordering replacement cards.
• Video Teller assistance for ITMs

ADDITIONAL RESPONSIBILITIES:

• Maintains accurate department records.
• Keeps abreast of all bank products and services.
• Cross-sells to existing and prospective customers. Identifies sales referral opportunities and makes appropriate referrals and participates in sales campaigns as identified.

• Performs any other duties assigned by supervisor.

JOB QUALIFICATIONS:

• High school graduate or equivalent.
• Extensive knowledge of deposits, loans and banking products and services with a minimum of two years customer service experience or related experience.
• Financial Call Center experience preferred but not required.
• Ability to work independently.
• Ability to perform repetitive tasks.
• Ability to work from home remote position.
• Ability to sit for extended periods of time.
• Ability to travel to office for periodic meetings and training.
• Ability to multi-task
• Ability to work outside normal banking hours
• Good working knowledge of Microsoft 360 (Excel, Word, Outlook, etc.)
• Attention to detail
• Relationship builder
• Flexible and dependable
• Good communication skills, both verbal and written.
• Demonstrates proficiency and commitment to excellence in performance of duties.

STANDARDS OF PERFORMANCE:

• Report to work in a timely manner using secure remote connection.
• Complete work accurately and efficiently.
• Avoid Distractions
• Use the right technology and follow the Work from Home guidelines.
• Maintain positive work-environment with co-workers and customers.
• Conduct customer relations in a manner that will enhance the overall marketing effort of the bank. Provide courteous and professional service to all customers.
• Requires ability to work well with others.
• Exemplify the Bank's Core Values; Professionalism, Accountability, Inclusion, Integrity and Respectfulness.
• Follow all company policies and procedures.
• Must meet technical requirements.
• Internet Speed Test must be met to support technical requirements; 10 Mbps download/5Mbps upload, with a latency of 50ms or less.

CBS Banc-Corp

CB&S Bank

And Its' Affiliates

(The Company)

Remote Worker Agreement

Scope of Agreement: Employee agrees to perform services for CBS Banc-Corp, CB&S Bank and its affiliates (the Company) as a Remote Worker.

Term of Remote Worker Agreement: This Agreement shall become effective as of _____________ and shall remain in full force and effect, as long as the Employee works remotely, unless the agreement is terminated.

Employment At Will: Both parties understand the employment of the Remote Worker is on an at-will basis which means that either party may terminate employment at any time, for any reason whatsoever, with or without cause, except as prohibited by applicable federal or state law. This Agreement is NOT a contract of employment and may not be construed as such.

Termination of Remote Worker Agreement: Either party may terminate the Remote Worker Agreement, with or without cause, upon reasonable notice to the other party. The Company will not be responsible for costs, damages or losses resulting from cessation of working remotely. The Employee may be directed to a Company onsite location except in cases of a separation of employment.

Job Performance/Impact: This agreement is subject to, but not limited to, the employee satisfying the following conditions on a continuing basis:

• The employee shall perform all job duties at a satisfactory performance level
• The employee's work schedule does not interfere with normal interactions with his/her supervisor, co-workers or customers
• The employee's work schedule does not adversely affect the ability of other company employees to perform their jobs

Work hours: Remote work hours will be defined by bank management and should not be changed unless approved by bank management. In the event that overtime is anticipated, this must be discussed and approved by bank management in advance. The employee will remain accessible and productive during the agreed upon work schedule. Employees further agree to report to the appropriate company onsite location when designated by his/her manager for various reasons which may include departmental meetings, training, and other events.

Workspace: Employee agrees to designate a workspace within their remote work location for placement and installation of equipment to be used while working remotely. Employee agrees to maintain this workspace in safe condition, free from hazards and other dangers to themselves and equipment. The Company reserves the right to approve the chosen remote workspace.

The Employee agrees that Company personnel can make on-site visits upon reasonable notice to the remote workspace for the purpose of determining that the worksite is safe and free from hazards, and to maintain, repair, inspect or retrieve company-owned equipment, software, data or supplies.

The Employee is not permitted to hold business meetings with internal or external clients, vendors or colleagues at his/her residence.

Virtual Meetings/Call: When an Employee can be seen or heard during a virtual meeting/call, he or she will adhere to the following:

• Avoid background noise.
• Avoid eating, smoking or vaping.
• Keep yourself muted during video or audio conferencing unless you are speaking.
• Follow the bank's Personal Appearance Dress Code .
• Give your full attention to the meeting or customer as if you were face to face.
• The CB&S Bank background screen provided by the Marketing Department and supported by the Technology Department should be utilized. This provides a consistent appearance to others.

Equipment: CB&S Bank will provide the necessary equipment, which may include computer, monitors, key board, mouse, Mitel Phone, headset and FortiClient Router. All of these items remain the property of the Company and must be returned to the Company upon request. All equipment provided is for business-related assignments only and should not be used by anyone other than the Employee. Company-owned software should not be duplicated. The Employee will not make any changes to the security or administrative settings on the Company equipment. The Company will be responsible for the maintenance of all Company owned equipment. The Employee agrees to protect the Company equipment and resources from theft or damage and to report any theft or damage to their manager immediately.

Equipment supplied by the Employee, if approved by the Company, will be maintained by the Employee. The Company accepts no responsibility for damage or repairs to Employee-owned equipment.

Minimum technical specifications for connectivity must be available from the remote work location.

Security: Employees will comply with all Company policies and procedures regarding information security. The Employee will be expected to ensure the protection of all proprietary Company and client information so that it is not made accessible to others.

Documents should be printed to an electronic file on the Company's network system rather than printing a paper copy for the security of customer and company information.

Office Supplies: Office supplies will be provided by the Company as needed. Employee's out-of-pocket expenses for office supplies will not be reimbursed unless the purchase of said materials is first approved by the Employee's supervisor.

Worker's Compensation: Employees are expected to maintain their home workspace in a safe manner, free from safety hazards. The Company will be responsible for any work-related injury resulting directly from work and only if the injury occurs during the performance of the employee's duties. Any claims will be handled according to the normal procedure for Worker's Compensation claims. Employees must report a work-related injury immediately to his/her supervisor as soon as possible. The Company will not be liable for injuries to other persons who are not authorized to be in the designated work area or for injuries related to personal property.

Dependent Care: The Employee must make arrangements for regular dependent care (child or elderly) and understands remote work is not a substitute for dependent care. Remote workers will not be available during work hours to provide dependent care.

Tax Reporting: The Employee will be responsible for determining any income tax implications of maintaining a remote office location. The Company will not provide tax guidance nor will the Company assume any additional tax liabilities. Employees are encouraged to consult with a qualified tax professional to discuss potential income tax implications.

Policies & Procedures: Employees will comply with all Company policies, procedures, practices and instructions that would apply if the Employee were working at a Company onsite location.

Separation of Employment / Discontinuation of Remote Work: Upon separation of employment or the termination of a Remote Work Agreement, all Company equipment and property must be returned to the Company within five (5) business days, unless other arrangements have been agreed upon by the Company. In the event that legal action is required to regain possession of Company-owned equipment, software, or supplies, the Employee agrees to pay all costs incurred by the Company, including attorney's fees, should the Company prevail.

Severability and Independence. If any provision of this Agreement or any part of any provision of this Agreement is determined to be unenforceable for any reason whatsoever, it shall be severable from the rest of this Agreement and shall not invalidate or affect the other portions or parts of the Agreement, which shall remain in full force and effect and be enforceable according to their terms.

The Company reserves the right, in its sole discretion, to amend, modify or discontinue any of the terms or conditions of this agreement at any time.