Customer Service Representative

Summary: Provide a high level of welcoming and knowledgeable service to customers. Answer customer questions, explain bank products and services, open accounts and provide other bank services such as wire transfers, ordering of foreign currency and assisting with signing up for electronic banking. As an integral part of branch team, support teller line by performing standard teller duties or providing other back-up coverage as needed to ensure efficient operation of the branch.

Essential Duties and Responsibilities:
1. Branch Operations:
• Assist in opening and closing the branch office as needed.
• Assist in balance the ATM and ensure accurate branch balancing and reporting.
• Provide back-up coverage as needed in absence of supervisor or other branch staff.

2. Customer Service/Job Knowledge:
• Perform standard teller functions.
• Address and resolve customer questions and concerns.
• Authorize checks and withdrawals.
• Grant access to safe deposit vaults following procedures.
• Acquire and maintain knowledge of Seamen’s Bank products and services.
• Acquire and maintain knowledge of Seamen’s Bank online banking/FCM.
• Open and fund accounts in accordance with BSA/CIP procedures and other bank policies and procedures.
• Keep FCM updated, ensuring information is accurate and complete and meets compliance requirements.
• Perform cash advances.
• Facilitate transactions for retirement accounts including contributions, rollovers and transfers.
• Foster and maintain positive customer relationships.
• Gain understanding of customers’ needs and recommend bank products or services that will best meet their needs.
• Explain and educate customers regarding the bank’s products, services and policies.
• Execute wire transfers.
• Initiate and print stop payment forms, ordering of foreign currency, electronic banking forms, debit/ATM card applications.
• Answer external telephone calls.

3. Team Support and Professional Development:
• Support teller line by providing back-up coverage, assisting with balancing, counting cash or other duties as needed to support smooth operation of the branch.
• Assist branch team with onboarding, training, and mentoring new hires.
• Participate and assist with ongoing cross-training in various branch roles as needed to support effective and efficient operation of the branch.
• Attend internal and external training seminars as necessary to maintain job knowledge and support own professional growth.

4. Security and Compliance:
• Maintain knowledge of and adhere to bank policies and procedures.
• Maintain knowledge of Bank security and compliance policies and procedures.

5. Team Atmosphere and Community Engagement:
• Provide backup coverage and support as needed for own branch or by floating as needed to provide support at other branch locations.
• Foster a harmonious and team-oriented work environment.
• Engage in activities fostering team spirit and community participation.

6. Other Duties as Assigned:
Because Seamen’s remains a relatively small Community Bank, it is expected that all employees will contribute above and beyond the duties that are listed in any “job description” or “posting”. In addition to the duties listed above, all employees are expected to perform any function necessary within the scope of expertise and authority to provide the highest level of customer service and to increase the productivity of the Bank. It is expected that all employees will continually strive to improve, by educational resources made available, especially in regard to security and compliance procedures.

Qualifications and Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• An Associate’s Degree and/or equivalent combination of related job experience and steady work and/or education history
• Necessary mathematical, communication, and problem-solving skills.
• Strong computer skills
• Comprehensive knowledge of teller functions.
• Strong understanding of branch policies and procedures
• Strong knowledge of the Bank’s products and services and online banking/FCM
• Strong customer service abilities and conflict resolution skills.
• Professional work ethic, including attendance and punctuality.
• Ability to project a consistently positive and courteous demeanor in interactions with customers and colleagues
• Flexibility to work approximately two Saturdays per month, with an understanding additional Saturdays or floating to a different branch location may be required on occasion to meet staffing demands.
• Valid driver’s license and ability to travel to any Seamen’s Bank location as needed for coverage.
• Notary Public preferred
• Availability to participate in branch, bank and community involvement outside of standard banking hours from time to time.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee must have the ability to stand or be on their feet for long periods of time; be able to sort currency; place and retrieve information in and from teller drawers. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job may include close vision.

AAP/EEO STATEMENT: Seamen’s Bank is committed to a firm policy in favor of equal employment opportunity and will abide by all applicable state and federal regulations by not discriminating against any applicant or employee on the basis of race, religion, color, creed, sex, age, national origin, citizenship status, marital status, sexual orientation, gender identity and expression, disability or veteran status.

Our commitment to equal employment opportunities shall include employment, upgrading, promotion, demotion, transfer, leaves or other absences from work, layoff, compensation and benefits, selection for training or other education, professional opportunities and conflict resolution.

It is also the policy of Seamen’s Bank to take affirmative action to employ and to advance in employment, all persons regardless of their status as woman, minority or individuals with disabilities or protected veterans, and to base all employment decisions only on valid job requirements. Please inform us of any necessary accommodations required during the application process and/or at any time during employment.