Job Description
Job Description
FPSB Customer Service Manager Job Description
Management Responsibilities
- Maintain the CSR staffing schedule, any resolution needed to fill vacancies in the schedule, and CSR staff issues that arise. Seek help from the Customer Service Director when needed.
- Work with CPSB’s Customer Service Director daily or as necessary on the following in accordance with the CSR Policy & Procedures and any other applicable bank policies and procedures: CSR outages, CSR transaction issues, new account procedures, internal controls (vault, teller drawers, CTR logs, night drop and mail log), cashier's checks, and money orders.
- Prepare and approve bi-weekly timesheets for CSR staff making adjustments as needed.
- Manage ATM including filling, cleanliness, signage requirements, troubleshooting when down, etc.
- Assign CSR staff to call competitors for rates and email them to the CEO weekly.
- Take the lead with any operational, transactional, or service issues that surface. Work with the appropriate person to resolve the issue.
- Complete CSR staff performance reviews. Discuss reviews with the Customer Service Director before they are given to the CSR.
- Minimize income losses caused by outages, fraud, etc.
- Assist with any measurement and reporting needed to track employee performance for reviews, marketing campaigns, and other management projects.
- Prepare notes and gifts for new account customers as needed.
- Participate in Business Development meetings.
New Account Requirements
- Serve as the primary New Accounts Representative.
- Open all types of new accounts for consumer and business customers, including Estates and Trusts, ensuring all required documentation is obtained.
- Review and document required customer identification documents.
- Complete account changes and applicable documentation for customers following CPSB policies and procedures.
- Complete CD renewals including account maintenance in NuPoint.
- Complete IRA and HSA contribution and distribution documentation. Perform related system postings.
CSR Requirements
- Accept deposits and make withdrawals within established limits.
- Accept and post loan payments.
- Complete requests for money orders and cashier’s checks.
- Accept and post stop payment orders.
- Balance drawer as required with minimal outages.
- Other duties include counting coin and currency, and assisting with dual control of the vault.
- Keep personal work area, common work area and drive-thru lanes neat, organized, and clean.
- Maintain high level of knowledge with all CSR job duties.
Sales & Service Excellence Responsibilities
- Coach CSR in handling of inbound telephone calls, including answering promptly, and following through with accountability to answer customer questions, limiting unnecessary transfers. Field CSR questions from customer calls.
- Become knowledgeable with banking products and services as they relate to this position. Maintain knowledge of the bank’s convenient banking services. Be willing to share about products and services via customer communication and conversation to help Bank growth. Identify weaknesses of CSRs with knowledge of banking products and services. Work with Customer Service Director to define a list of training priorities.
- Assist with improving the customer experience through improvements to our CSR service. Work with Customer Service Director to finalize and implement Service Excellence Standards. Continuously educate, observe, and coach CSR staff to ensure that we achieve service excellence. Build clear expectations that service excellence is a priority and a requirement for all employees.
Compliance, Operational & Training Requirements
- Monitor compliance with the bank’s policies with the assistance of the Customer Service Director.
- Audit CSR drawers and Vault as needed.
- Review all hold notices placed by CSRs.
- Manage and order cash supplies for the branch.
- Train staff as needed (i.e., new CSR, CSR serving as backup New Accounts)
- Make sure that CSRs have completed all training requirements.
- Communicate New Account and CSR system issues to the CSD or CFO.
Other Requirements
Complete all other duties as assigned.
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Qualifications
CSR experience (preferred)
Sales experience (preferred)
Attention to detail and accuracy (required)
Excellent Communication Skills (required)
Ability to handle people with tact, poise, and courtesy (required)
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Job Details
Hourly position at First Pekin Savings Bank facility. 40 hours per week, Monday –Saturday.
This position is supervised by the Customer Service Director.
Salary Range: $41,000 - $60,000 commensurate with experience
This position is located at First Pekin Savings Bank, Pekin, IL
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First Pekin Savings Bank, a division of Community Partners Savings Bank is an Equal Opportunity Employer including disability and veterans.
Company DescriptionWe Care About Community!
Our Banking Team understands the value that local ownership brings to the community. We support community organizations, partner with projects, and remain sensitive to community needs
Company Description
We Care About Community!\r\n\r\nOur Banking Team understands the value that local ownership brings to the community. We support community organizations, partner with projects, and remain sensitive to community needs