Customer Service RepresentativeProvides excellent customer service, ensuring that all customer needs are met. Manages lobby traffic and helps to reduce customer wait times. Serves as primary contact for resolving routine and complex problems on customer accounts. Demonstrates proficiency in handling a variety of tasks and responsibilities including the performance of the essential functions of a CSR as well as the ability to respond to the sales and service needs of bank customers. The amount of time spent performing each function varies based on the personnel and traffic of each branch location. Primary focus is meeting the immediate needs of bank customers, while also looking for opportunities to enhance and expand relationships.Essential FunctionsConsistently executes City's phone, platform and CSR service standards to provide excellent customer serviceDisplays a positive and professional attitude at all timesActively promotes and sells the bank's products and services to prospective and existing customers by using City's customer conversation model to uncover customer needsAccurately processes routine banking transactions and service and maintenance requests including, but not limited to, check cashing, deposits, withdrawals, account transfers, loan payments and debit card disputesMaintains and balances a working cash supplyAssists customers with routine maintenance and complex service issues; sees through to complete resolutionAssists customers with loan applications, recommends appropriate loan structure, gathers required documents, submits package to retail loan department and closes retail loans as neededMeets minimum individual production levels for retail loans, checking accounts and mortgage referrals; actively contributes to branch goalsDevelops and maintains customer relationships; actively seeks referral resources from existing customersRefers customers to other departments and business partners appropriatelyMaintains an up to date knowledge of bank products and servicesMaintains general knowledge of the competitive environmentCompletes all training within predetermined time limitsAdheres to all bank regulatory, audit, and compliance policies and proceduresReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the jobPosition RequirementsHigh school diploma or equivalentDemonstrated sales and service skillsAbility to multi-task, organize, and prioritize to ensure excellent customer serviceDisplays professional dress and demeanorPersonal computer proficiencyCash handling experience preferred1-2 years of retail banking experience preferredMust be compliant with Loan Officer Requirements of the SAFE Mortgage Licensing Act and Regulation Z. Compliance includes review of the candidate's financial responsibility, character, and general fitness prior to placement in the role. Within 30 days of employment, employee must comply with NMLS registration and corresponding background check requirementsWork is generally performed indoors in environmentally-controlled conditionsTypically the employee may sit to perform the work; however, there may be some standing, walking, bending and lifting 510 poundsCritical Skills / ExpertiseExcellent customer service and sales skillsExcellent oral communication and listening skillsKnowledge of (or the ability to learn) the bank's operating systems, policies and procedures