Customer Service Representative

First Federal Bank of the Midwest    Perrysburg, OH
Job Description

POSITION PURPOSE Support the company’s mission statement and sales goals by maintaining a high-level of customer service, processing daily transactions as well as identifying and utilizing cross selling opportunities. Demonstrate and implement our Trusted Advisor strategy to all internal and external customers. ESSENTIAL FUNCTIONS AND BASIC DUTIES
  • Meet the needs of customers by providing accurate, personable, prompt and efficient processing of all transactions in accordance with Customer First.
  • Provides exceptional service with knowledge of all retail products and services.
  • Adhere to the Six-Step Experience guidelines with each customer interaction.
  • Maintain a balanced drawer within Customer Service Performance Parameters. Report any discrepancies to the supervisor as necessary.
  • Buy and sell currency from the vault as necessary, ensuring that teller drawer cash limits are not exceeded.
  • Examine checks deposited and determine proper funds availability based on regulation requirements and complete Hold Notices.
  • Assist in resolving customer issues by responding competently and consistently to both internal and external customer requests.
  • Recognize product and financial sales and service opportunities and refer to appropriate partners in Retail, Commercial, Wealth Management, Private Banking and First Insurance Group.
  • Answer basic customer inquiries regarding interest rates, service charges, and account histories while complying with disclosure requirements, regulations and consumer privacy policies.
  • Demonstrates a positive reflection of the organization in public through their actions and behaviors.
  • Maintain and ensure compliance standards by complying with all bank policies and procedures.
  • Coordinate service requests with other departments.
  • Completes other duties as assigned.
  • WORK ENVIRONMENT This job operates in a professional office environment. Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements. 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. While performing the duties of this job, the employee is regularly required to speak or hear. The employee is required to stand or sit for long periods of time; open filing cabinets, walk, stoop or bend; use hands to handle or feel; and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds and requires manual dexterity. QUALIFICATIONS EDUCATION/CERTIFICATION: High school graduate or equivalent. REQUIRED KNOWLEDGE: Successful completion of in-house training program. Knowledge of CSR policies and procedures including various federal regulations including Bank Secrecy Act, Community Reinvestment Act, Americans with Disabilities Act, Right to Financial Privacy Act, Gramm-Leach-Bliley Act, Regulation E and teller roles and responsibilities relating to each Act. Compliance with Bank Secrecy Act, OFAC and USA PATRIOT Act including accurate completion of CTR, Monetary Instrument log, and reporting of suspicious activities to supervisor. Basic understanding of Company operations. EXPERIENCE REQUIRED: Previous cash handling or customer service preferred. SKILLS/ABILITIES: Excellent interpersonal, communication and organizational skills. Professional appearance, dress, and behaviors. Problem solving, critical thinking skills and time management skills Detail oriented and ability to multi-task Ability to operate related computer applications and business equipment

    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

    The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.


    Tue, 16 Apr 2019 06:58:56 GMT

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