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The Commercial & Savings Bank · 5 months ago

Customer Service Center Representative - Operations Center

Millersburg, OH, US

Full-time

Onsite

New Grad, Entry Level

The Commercial & Savings Bank (CSB) is an independent community bank with a rich history and multiple locations. They are seeking a Customer Service Center Representative to provide exceptional customer service, respond to inquiries, and assist with banking operations while building rapport with customers and identifying their needs.

BankingFinancial ServicesVenture Capital

Responsibilities

To serve our customers in a professional and caring manner

Adhere to CSB Customer Service & Retail Ready! Standards

Follow CSB professional standards of dress and conduct

Build rapport with customers by asking quality questions to help meet their needs

Demonstrates a commitment to CSB’s vision, mission, and core values and seeks to align one’s behavior in such a way that gives these foundational principles the best chance at becoming a reality

Respond to customer inquiries & provide all relevant information to customer regarding account information, for both deposits and loans

Service customers in a professional, efficient and expedient manner

Perform duties regarding service support. This includes items such as, but is not limited to, transfers between accounts, balance inquiries, account problems, check reorders, stop payments, Online Banking ID/PIN Unlock and Resets, Live Chat, ATM and Wire questions, etc

Resolve difficult transactions and/or sensitive customer relations

Must be thoroughly knowledgeable with all products, services, and lines of business offered by CSB. Keeps abreast on the most recent offerings by CSB, including features and benefits

Must have excellent working relationship with all departments of the Bank

Demonstrate the ability to identify customer needs by listening to the customer and probing or inquiring to learn more before answering questions

Research issues which arise from customer questions when an immediate answer is unable to be given

Must be able to follow-thru and get back to customer in a timely manner

Follow up with customer by e-mail or phone call to see if questions or concerns have been taken care of in a timely manner, especially when questions or concerns had to be forwarded to another CSB department

No customer shall go longer than 24 hours without at least an update to the situation

Must be able to decipher customer inquiries and prioritize the importance of the call(s). Certain customer situations will demand a priority over others

Ensure customer privacy and positively identify each customer calling, doing so in a way that the customer appreciates the protection of their private information

Must be able to work independently and make the necessary decisions to take care of the customer

Daily and backup responsibilities for Bank Operations

Will also assist the Bank Operations Manager with special projects

Create reference material for CSC staff members

Demonstrates a commitment to CSB’s vision, mission, and core values and seeks to align one’s behavior in such a way that gives these foundational principles the best chance at becoming a reality

Qualification

Customer serviceProblem resolutionCross-sellingProduct knowledgeCommunication skills

Required

A high school diploma or general education degree (GED) is required

Serve customers in a professional and caring manner

Adhere to CSB Customer Service & Retail Ready! Standards

Follow CSB professional standards of dress and conduct

Build rapport with customers by asking quality questions to help meet their needs

Demonstrate a commitment to CSB's vision, mission, and core values

Respond to customer inquiries & provide all relevant information regarding account information, for both deposits and loans

Service customers in a professional, efficient and expedient manner

Perform duties regarding service support including transfers between accounts, balance inquiries, account problems, check reorders, stop payments, Online Banking ID/PIN Unlock and Resets, Live Chat, ATM and Wire questions

Resolve difficult transactions and/or sensitive customer relations

Thoroughly knowledgeable with all products, services, and lines of business offered by CSB

Maintain an excellent working relationship with all departments of the Bank

Demonstrate the ability to identify customer needs by listening and probing

Research issues which arise from customer questions when an immediate answer is unable to be given

Follow up with customers by e-mail or phone call to see if questions or concerns have been taken care of in a timely manner

Ensure no customer goes longer than 24 hours without at least an update to their situation

Decipher customer inquiries and prioritize the importance of the call(s)

Ensure customer privacy and positively identify each customer calling

Work independently and make necessary decisions to take care of the customer

Daily and backup responsibilities for Bank Operations

Assist the Bank Operations Manager with special projects

Create reference material for CSC staff members

Benefits

Incentive compensation and profit sharing

Comprehensive benefits including medical, dental, vision, short- and long-term disability, and group life insurance – (plan and/or benefits eligibility requirements apply)

Paid time off for vacation, illness, bereavement, and jury duty

401(k) with an employer match and on-site advisers

Employee Assistant Program (EAP) with free access to mental health resources

Comprehensive wellness program with financial incentives to promote a healthy lifestyle

Training and professional development opportunities to help you reach your long-term goals

Paid holidays available immediately upon hire

Volunteerism opportunities to give back to our local communities