Customer Service Representative

Job Type Full-timeDescriptionCornerstone Bank is committed to our customers, colleagues & communities that we serve. The Customer Service Representative will promote excellent customer relations using a variety of channels including telephone, email eChat and written correspondences. They will have substantial knowledge of Cornerstone Bank's products and services and will be able to effectively present Cornerstone Bank's products and services and assist customers with finding solutions that fit their needs. They will be expected to participate in the sales goals of the Bank.Responsibilities and AccountabilitiesPerforms any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to employees and customers.Uses telephone, Internet, email, eChat, and word processing tools to communicate with the csutomer verbally and in writing, both electronically and on paper.Receives incoming telephone calls, emails or eChat from customers needing assistance with existing accounts, products/services informationand new account opening.Performs outbound calls to customers in connection with specific service requests, to welcome them to new services and answer questions. Outbound will also be made to meet sales goals and objectives as determined by Cornerstone Bank.Responds to customer inquiries by telephone, email, and eChat in an effective, courteous, professional and efficient manner.Handles questions and product inquiries from customers; recommends appropriate products and places orders for customers.Handles complaints and other customer requests; welcomes customers to Cornerstone Bank's website, products and services.Researches customer issues and/or refers to proper personnel.Performs file maintenance of customer account information and processes requests.Has a broad understanding of, and is able to articulate and answer questions about, Cornerstone Bank's products and services. Identifies and actively follows up on customer sales opportunities in line with established targets.Investigates using multiple resources to ensure customers receive complete and accurate information.Perform risk assessment of electronic channels including, but not limited to remote deposit capture, online banking ACH origination, and debit card transactions.Provides technical support for online banking, mobile banking and MRDC. This includes password resets, online banking registration issues, and processing of checks deposited remotely.Use online account opening website to assist customersPerforms all duties in accordance with prescribed regulatory compliance guidelines.Requirements Basic math skillsPossesses professional communication ability including active listening and customer service skillsMust be articulate, speaks English fluently and uses proper diction and grammar; is able to enunciate clearly at all times and pace his/her conversation with that of the customerProficient at maintaining dialog with customer while simultaneously processing information and documenting customer responses using a computerized scripting, order entry and reference systemStrong interpersonal skills and ability to deal with customers under circumstances requiring empathy and diplomacyStrong verbal and written communication skillsHigh level of interpersonal skills to handle sensitive and confidential situations and documentation.Skilled at researching complex issues using online computer reference systems, web-based systems and printed documentsProficient using Microsoft Word, Excel, Access, Outlook and the internetAbility to use office equipment, including fax, copier, computers and cell phoneStrong organizational skills and ability to multi-taskAttention to detail with high degree of accuracyAvailable extended nights and weekendsEducation/Training/ExperienceHigh School Diploma or equivalentExcellent customer service skillsTwo years' experience as a Customer Information Rep or related customer service experience; includes one year Teller experience preferredPhysical RequirementsEnvironment and physical activityThe Customer Service Representative is in a typical call setting cubicle office type setting in which he or she is free to move about at will.The Customer Service Representative must be able to sit for extended periods of time and be on the phone taking and making calls for long periods of time, up to 8 hours per day.The pace of incoming calls is often continuous. A Customer Service Representative may handle an average of 100 calls in an eight (8) hour day.The Customer Service Representative spends time writing, typing, speaking, listening, carrying, seeing (such as close, color and peripheral vision, depth perception), sitting, pulling, walking, standing, and reaching.The Customer Service Representative may operate any or all of the following: telephone, copy and fax machine, adding machine (calculator), scanner, computer, printers and other equipment as directed.The work environment characteristics described here are of those an employee encounters while performing the essential functions of the job.The physical demands described here are 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.MENTAL DEMANDSThe must be adept at reading and understanding documents, detailed work, problem solving, customer contact, reasoning, math, language, verbal and written communication, active listening, analytical reasoning, stress, multiple concurrent tasks, interruptions.SUPERVISORY SCOPENoneINDEPENDENT ACTIONPerforms work independently within scope of established guidelines and practices. Consults with Manager where clarification or exception to Bank policy may be required.NOTE: These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required for this job.Cornerstone Bank is an Equal Opportunity Employer. In compliance with Equal Opportunity Guidelines and the Americans with Disabilities Act, Cornerstone Bank provides reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.I have read and understand this classification description and hereby certify that I am qualified to perform this job with or without reasonable accommodations.

Created: 2025-01-18