Customer Service Representative Retail Banking (Pearl City, HI)

HomeStreet Bank

Customer Service Representative I, II or III, Retail Banking (Pear City, HI)

HomeStreet - HI – 98-1258 Kaahumanu St. Ste 104

EO/AA Employer including Vets and Disabled

Qualified applicants with arrest and conviction records will be considered in accordance with legal requirements.

Job Description Summary

CSR I

Perform a variety of teller services such as processing deposits, withdrawals, and payments. Process automatic transfers and update customer account information. Where appropriate, explore customer needs and cross-sell bank services. Make appropriate referrals to other business units for non-banking products. At all times, provide superior customer service.

CSR II, III

This position is responsible for acquisition, retention and expansion of new and existing customer relationships.  The CSR II and CSR III provides exceptional customer service by taking ownership of the customer experience from introducing the customer to HomeStreet Bank through profiling the customer, assessing their banking and borrowing needs, and recommending appropriate products based on a thorough knowledge of HomeStreet products and services. Provide a variety of teller services such as handling deposits, withdrawals, and maintaining accounts. Perform processing tasks such as making automatic transfers, updating records and balancing. At all times, provide superior customer service.

Job Details

PRIMARY FUNCTIONS:

CSR I

Teller Activities   

• Provides daily deposit services such as handling deposits, withdrawals, holds, loan payments, stop payments, telephone transfers, direct deposits, cash advances, verifications of deposit, Debit card requests, and other related matters.
• Maintains cash handling within prescribed limits, accurately count, receive and disburse cash, correctly handle mutilated and bait currency.
• Balances cash drawer independently, maintain cash over and short record within HomeStreet’s compliance policy.

New Accounts/Sales Activities   

• Familiar with all bank products and services. May occasionally be assigned new account responsibilities.
• Where appropriate, actively takes advantage of all sales opportunities to cross-sell bank products and services to new and existing customers, ensuring recommended products meet needs of customer. Make referrals to other business units for non-banking products.
• Participates in sales programs to generate new customers.
• Must sell financial products and services to meet referral goals and performance evaluation/personal goals.
• Obtains profitability and personal goals outlined in both incentive programs and performance evaluations.

Service Activities   

• Consistently demonstrates proficiency in providing exceptional customer service utilizing the STAR (Seamless, Trustworthy, Attentive, and Resourceful) qualities either in person or on the telephone.
• Actively listens to our customers by communicating the customer’s value, thereby maintaining a friendly, positive and professional attitude.
• Resolves difficult situations using the HEAL guidelines of Hearing out the customer, Easing the tension, Acting to improve the situation, and Leaving a positive impression.
• Looks for ways to pleasantly surprise our customers, i.e., doing something above and beyond their expectation that makes them feel special.
• Participates in two community events per year.

Operational Activities   

• Performs responsibilities such as filing and maintaining signature cards and certificate copies.
• As requested, assists with branch audit functions.
• Follows HomeStreet’s policies and procedures and all regulatory requirements.
• Performs all other duties as required.

CSR II (in addition to all activities above)

Teller Activities   

• Performs daily teller services such as processing deposits, withdrawals, holds, loan payments, stop payments, telephone transfers, direct deposits, cash advances, verifications of deposit, Debit card requests, wire transfers and other related matters.
• Balances cash drawer independently, maintains cash over and short record within HomeStreet’s compliance policy.
• May be assigned the control of the vault cash. Follows guidelines to maintain limits, meet cash shipment requirements, and balance daily.
• Effectively perform project responsibilities as assigned such as processing and balancing ATM, daily branch balancing, Customer Information System input, branch supply orders, and monthly branch report generation.
• Effectively assist other CSRs in the completion of work assignments and balancing.

New Accounts/Sales Activities

• Effectively interviews and profiles new and existing customers in order to recommend appropriate banking products and services.
• Effectively partners with other business lines within the Bank to identify sales opportunities and provide an outstanding customer experience.
• Opens and closes customer accounts including checking, savings, money markets, certificates of deposit, and IRAs.
• Where appropriate, actively takes advantage of all sales opportunities, cross-selling bank products and services to new and existing customers, ensuring recommended products meet needs of customer. Makes referrals to other business units for non-banking products.
• Maintains thorough knowledge of bank products and services.

Service Activities   

• Actively listens to customers, and maintains a friendly, positive, professional attitude. Resolves difficult situations with creativity, tact and diplomacy.
• Supports branch lobby management.
• Consistently demonstrates proficiency in providing exceptional customer service utilizing the STAR (Seamless, Trustworthy, Attentive, and Resourceful) qualities either in person or on the telephone.

Operational Activities   

• Participates in branch audit functions.

CSR III (in addition to all activities above)

Teller Activities

• Performs daily teller services such as processing deposits, withdrawals, holds, loan payments, traveler’s checks purchases, stop payments, telephone transfers, direct deposits, cash advances, sight drafts, verifications of deposit, ATM card requests, wire transfers and other related matters.
• Effectively performs project responsibilities as assigned such as processing and balancing ATM, balancing travelers’ checks, daily branch balancing, Customer Information System input, branch supply orders, and monthly branch report generation.

New Accounts/Sales Activities

• Effectively interviews and profiles customers in order to recommend appropriate banking products and services.
• Processes complex transactions such as changing account ownership, living trusts, guardianship accounts, and estate assignments.
• Originates consumer loans, acting as customer advocate to ensure prompt processing of consumer loans.

Service Activities

• Sets an example for the CSR staff in the area of customer service and customer advocacy.
• Resolves difficult situations using the HEAL guidelines of Hearing out the customer, Easing the tension, Acting to improve the situation, and Leaving a positive impression.

Operational Activities

• All operational activities above

QUALIFICATIONS:

CSR I

• High school diploma or equivalent.
• Six months of cash handling, customer service, and sales experience preferred with prior banking experience a plus.
• Demonstrated success in cross-selling banking services preferred.
• Strong customer relations skills and ability to communicate and work well with employees and customers in a cooperative, positive manner.
• Strong math and computer skills are required.
• Excellent written and oral communication skills are required.
• Must possess good judgment, and the ability to accept responsibility and handle confidential information.
• Ability to work quickly and accurately, to analyze information and make decisions.
• Requires ability to operate teller and office equipment including computers, adding machines, telephones, typewriters, copy machines, fax machines, electronic credit card authorization terminals, and security devices.
• Requires physical exertion of up to 10 pounds of force occasionally (1/3 of the time) and a negligible amount of force frequently (up to 2/3 of the time) to lift, carry, push, pull or otherwise move self or objects. Frequent (up to 2/3 of the time) standing.  Walking, sitting, bending and reaching occasionally and for brief periods of time.

CSR II (in addition to all above qualifications)

• Minimum of 2 years cash handling and customer service experience. Banking experience preferred.
• Some experience in opening new deposit accounts preferred.
• PC experience required. Word, Excel and teller/bank software preferred.
• Must be a self-starter, dependable, able to work within deadlines under pressure.
• Willingness to assume additional responsibilities/duties/projects as they arise.

CSR III (in addition to all above qualifications)

• Minimum of 3 years job experience as a CSR/New Accounts Representative or equivalent, plus demonstrated ability in an operations area related to Bank or retail operations.
• Technical skills and experience to operate teller software, Word, Excel, and other bank-related computer programs.

PHYSICAL CONSIDERATIONS: (All Levels)

• Requires ability to operate teller and office equipment including computers, adding machines, telephones, typewriters, copy machines, fax machines, electronic credit card authorization terminals, and security devices.
• Requires physical exertion of up to 10 pounds of force occasionally (1/3 of the time) and a negligible amount of force frequently (up to 2/3 of the time) to lift, carry, push, pull or otherwise move self or objects. Frequent (up to 2/3 of the time) standing.  Walking, sitting, bending and reaching occasionally and for brief periods of time.

This Position Description may not be limited to the Functions and Requirements as outlined, now or in the future. For example, changes in corporate needs, position demands, or individual performance may result in changes to the Functions or Requirements of this position.

Area

Customer Service (Sales)