Position Title: Retail CSR (Classification I, ICT, II, IICT, III, IIICT)
Division: Retail/Operations
Reports Directly To: Assistant Manager/Sales and Service Leader
BASIC PURPOSE:
This position is responsible for, but not limited to, the delivery of “World Class Service” to new and existing customers. Will perform all customer service functions including, but not limited to, opening new accounts, cross selling banking products, referring business to CenterState subsidiaries and assisting customers with all Branch products and services. They may be cross-trained as a back up to the Tellers when necessary as well as assisting in the consumer loan application process.
ESSENTIAL FUNCTIONS:
This position is expected to perform the specific duties, tasks, and responsibilities as outlined below:
Delivers “World Class” customer service efficiently and courteously to ensure growth and profit of their respective Branch Improve customers’ banking experience by ensuring timely, positive, and thorough customer serviceEstablish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problemsChannel complex customer complaints and challenges to the assistant branch manager, as neededOpen checking, savings, money market and NOW accounts – both personal and business according to rules and guidelinesIdentify needs and cross sell banking products and services in a polite and friendly toneRefer prospects to SubsidiariesProvide information to customers on their account status and balancesAssist customers with safety deposit boxesProcess stop payments, wire transfers, check orders and other servicesActively participates in HPC sales cycleMay perform paying and receiving teller functionsMay assist in the application process for consumer loansMay open or close Branch as needed Ensure proper controls are maintained over all aspects of Branch operations Adhere to Branch, regulatory and federal guidelinesContribute to passing scores on all internal and external auditsMaintain individual and team compliance with all internal operations policies and procedures, including proper usage of forms and documentationEnsure that customers’ confidential information is properly protected and only used for official purposesAdhere to the confidentiality protocol of the Branch Achieve goals as defined by Management Achieve passing score on all HPC mystery shopsAchieve all training goals assigned in a timely mannerActively participate in HPC goals and promotionsActively prospects for new customers Have sufficient knowledge about the banking products and services Suggest effective ways through which the Bank can promote its products and services and increase customer satisfaction Ensure that the Bank’s policies and procedures, code of conduct, and regulatory guidelines are strictly complied with Provide assistance to other employees by liaising with them through healthy and positive interactions Be involved in performing marketing endeavors/efforts Continuously update skills by participating in professional training Seek opportunities to improve skills through cross-training offered by the Bank All other tasks, responsibilities or duties, as directed by management
OTHER SKILLS/QUALIFICATIONS:
Proficient with general office machines and programs to include Microsoft Office Word, Excel, Outlook, and other software that might be utilized in the department Ability to use the computer efficiently and the capacity to learn new software programs as they are rolled out by the Bank Must have good knowledge of business English, including spelling and punctuation Must possess basic English language skills in order to write and speak clearly, and effectively with coworkers and customers Must be well-organized, accurate, and attentive to detail Must be cooperative and willing to assist coworkers and customers on a regular basis Must have effective listening skills demonstrated by the ability to listen to others talk (without interruption), understand them, and then propose solutions or make contributions based on the points made by others Must possess excellent multi-tasking skills and be able to function well under pressure Must be able to remain composed under pressure and respond to customer and coworker concerns regularly Must have a keen eye for detail and follow instructions to the letter Must be patient and willing to help others in solving problems while maintaining a positive attitude at all times
ESSENTIAL PHYSICAL DEMANDS:
Must be able to remain seated or work standing in a confined area on a computer for a minimum of four (4) hours each work day Must be able to constantly use hands and fingers to enter data through or on a computer or answer a phone throughout most of an eight (8) hour shift Must be able to walk frequently throughout the day to obtain supplies from other areas in the Bank and to cover for other employees, on break or on lunch Must be able to use hands and fingers to count money throughout each workday Must be able to hear and communicate with coworkers and customers throughout the day May need to lift up to 25 pounds one to two times a day to perform jobThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Position may require regular before/after normal business hours, or regular out-of-town travel.
WORK ENVIRONMENT:
Must be able to function in a professional, business office environment and act and dress appropriately for same, consistent with the Bank’s grooming and dress codes Must demonstrate excellent interpersonal skills with customers and coworkers Must be willing to function as a team member Must be willing to demonstrate commitment to CenterState Bank’s mission and goals
MINIMUM QUALIFICATIONS:
High School diploma or equivalent Successful completion of in-house training program Computer Literacy Sales experience Desired Banking experience Attentiveness to others, extensive listening and communication skills Works at a faster than average pace Sense of urgency in meeting deadlines Patience when dealing with public Attentive to details Socially focused Persuasive, “selling” style of communication These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed above are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
CenterState complies with federal and state banking laws, such as the Bank Secrecy Act (BSA), USA PATRIOT Act, and other related anti-money laundering/anti-terrorist financing initiatives. The Bank has established a Bank Secrecy Act/Anti-Money Laundering/Office of Foreign Assets Control (BSA/AML/OFAC) Compliance Program and employees are expected to adhere to federal and state banking laws, as well as the Bank’s procedures and/or internal controls. The Bank will terminate the employment of employees who fail to comply with banking laws and/or the Bank’s procedures/controls.
CenterState Bank is an equal opportunity employer and does not discriminate against applicants or employees on any unlawful basis, including race, color, religion, gender, sexual orientation, marital status, age, national origin, ancestry, gender identity, disability, genetic testing, service in the military, citizenship status or any other characteristics protected by federal, state or local law. CenterState also prohibits unlawful harassment of applicants/employees based on these protected categories.
CenterState complies with The Americans with Disabilities Act (“ADA”) and state and local disability laws and will provide reasonable accommodations to qualified individuals with disabilities, unless doing so will cause an undue hardship. The Bank encourages employees/applicants who believe they need reasonable accommodations to contact the Human Resources Department at 863-595-1300 or CSBank_HR@centerstatebank.com.
