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Customer Service Representative 1, 2, or 3

Savings Bank of Mendocino County

Customer Service Representative 1, 2, or 3

Ukiah, CA
Full Time
Paid
  • Responsibilities

    Job Description

    FULL-TIME POSITIONS TO BE FILLED AT LEVEL 1, 2 OR 3 DEPENDING UPON QUALIFICATIONS AND EXPERIENCE. IMPORTANT: THIS POSITION FUNCTIONS AS A ROVING CSR TO COVER ABSENCES AT OUR BANKING CENTERS IN LAYTONVILLE, WILLITS, REDWOOD VALLEY, UKIAH AND HOPLAND. MILEAGE IS REIMBURSED.
    JOB TITLE: CUSTOMER SERVICE REPRESENTATIVE 1

    DEPARTMENT: BRANCH ASSIGNED

    REPORTS TO: BRANCH MANAGER/OPERATIONS OFFICER

    SALARY GRADE: 11 STARTING WAGE: $16.00/HR. DEPENDING UPON QUALIFICATIONS AND EXPERIENCE.

    REVISION DATE: 9/2019

    FLSA: NON-EXEMPT

    EQUAL EMPLOYMENT OPPORTUNITY

    Savings Bank of Mendocino County is an Equal Opportunity Employer and employment selections are based on merit, qualifications and abilities. Savings Bank of Mendocino County will consider all qualified applicants for employment and does not discriminate in employment opportunities or practices on the basis of: age, race, religion, color, sex, national origin, sexual orientation, gender identity, protected veteran, disability, or any other status protected by law.

    POSITION SUMMARY

    Perform transactional duties to serve customers including receiving or paying out funds with high accuracy. Maintain accurate transactional records. Provide cash receipt and payment services in accordance with Bank policies and procedures. Present and explain basic Bank products and services to customers. Communicate effectively with customers or prospective customers and represent the Bank in a positive and professional manner.

    ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

    • Regular and predictable attendance and punctuality.
    • Greet and welcome customers to the Bank in a courteous, professional and timely manner, providing prompt, accurate and efficient transactions within established Bank policies and procedures.
    • Cash checks and pay out amounts after verifying that signatures are correct, that written and numerical amounts agree and that accounts have sufficient funds.
    • Receive checks and cash for deposit after verifying amounts and checking accuracy of deposit slips.
    • Examine checks for proper endorsements and to verify other information such as dates, bank names, proper identification and general legality of the documents.
    • Enter customer transactions into the computer to record transactions and issue receipts, obtaining supervisor approval for all transactions over established limits.
    • Accurately balance currency and coin in assigned cash drawer at the end of each shift. Maintain this accuracy within established CSR Performance Standards.
    • Adhere to cash control, loss prevention and Bank audit requirements.
    • Receive consumer, mortgage and other loan payments. Properly post these payments to the computer and issue a receipt.
    • Sell negotiable instruments and cashier’s checks according to Bank Secrecy Act procedures.
    • Process additional transactions including General Ledger debits and credits, miscellaneous payments, stop payments, telephone transfers, account closures, and address changes.
    • Prepare work for proof capture and operate Branch capture device.
    • Process foreign items.
    • Complete requests for Domestic and Foreign wires
    • Buy and sell Foreign currency.
    • Verify cash advances and negotiable instruments at the end of the business day.
    • Service ATMs as applicable.
    • Redeem Savings Bonds.
    • Prepare Hold Notices with supervisory assistance.
    • Serve as dual custodian to process night deposits.
    • Must be able to travel to other branches, as assigned.
    • Adhere to agreed-upon service standards
    • Return phone calls and e-mails the same day, or at maximum, within 24 hours.
    • Adhere to goals set by the bank
    • Other duties as assigned.

    QUALIFICATION REQUIREMENTS

    To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed 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.

    • Flexibility with hours and days, as applicable to branch.

    MINIMUM EDUCATION AND/OR EXPERIENCE REQUIREMENTS

    • High School Diploma or General Education Degree (GED) required.
    • Six months experience in both customer service and cash handling required.

    LANGUAGE SKILLS

    • Ability to read and interpret documents such as safety rules, operating instructions, procedure manuals, policies and memorandums.
    • Ability to write routine correspondence and communicate effectively and tactfully, orally and in writing with employees, customers, vendors and management.
    • Must possess the ability to speak clearly so others can understand.
    • Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition and grammar.
    • Bilingual skills desirable.

    MATHEMATICAL SKILLS

    Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to use a basic calculator.

    REASONING ABILITY

    Ability to solve practical problems and deal with a variety of variables. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

    OTHER SKILLS AND ABILITIES

    • Familiarity with 10-key pad.
    • Familiarity with Windows-based computer required. Previous experience with the Microsoft Office suite and banking-related software preferred.
    • EVALUATING INFORMATION TO DETERMINE COMPLIANCE WITH STANDARDS – Using relevant information and individual judgment to determine whether transactions, events or processes within scope of authority comply with laws, regulations or Bank standards.
    • WORKING DIRECTLY WITH THE PUBLIC – Ability to deal directly, face-to-face and on the phone with the public, following the Bank’s Customer Service Standards.
    • ESTABLISHING AND MAINTAINING INTERPERSONAL RELATIONSHIPS – Developing constructive and cooperative working relationships with others and maintaining them over time.
    • EXHIBITS ENERGETIC AND PROFESSIONAL CUSTOMER-CENTRIC SERVICE TO CUSTOMERS.

    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 is regularly required to stand, walk, sit, reach with arms, talk or hear and use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to climb or balance, stoop, kneel, crouch and may occasionally use ladders for a variety of tasks. The employee must frequently lift and/or move 10-20 pounds and occasionally lift and/or move 25-50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Some driving may be required.

    Post-offer physical is not required for this position.


    JOB TITLE: CUSTOMER SERVICE REPRESENTATIVE 2

    DEPARTMENT: BRANCH ASSIGNED

    REPORTS TO: BRANCH MANAGER/OPERATIONS OFFICER

    SALARY GRADE: 12

    REVISION DATE: 9/2019 STARTING WAGE: $16.00 - $16.80/HR DEPENDING UPON EXPERIENCE AND QUALIFICATIONS.

    FLSA: NON-EXEMPT

    EQUAL EMPLOYMENT OPPORTUNITY

    Savings Bank of Mendocino County is an Equal Opportunity Employer and employment selections are based on merit, qualifications and abilities. Savings Bank of Mendocino County will consider all qualified applicants for employment and does not discriminate in employment opportunities or practices on the basis of: age, race, religion, color, sex, national origin, sexual orientation, gender identity, protected veteran, disability, or any other status protected by law.

    POSITION SUMMARY

    Perform transactional duties to serve customers including receiving or paying out funds with high accuracy. Maintain accurate transactional records. Provide cash receipt and payment services in accordance with Bank policies and procedures. Present and explain basic Bank products and services to customers. Communicate effectively with customers or prospective customers and represent the Bank in a positive and professional manner.

    ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

    • Regular and predictable attendance and punctuality.
    • Greet and welcome customers to the Bank in a courteous, professional and timely manner, providing prompt, accurate and efficient transactions within established Bank policies and procedures.
    • Cash checks and pay out amounts after verifying that signatures are correct, that written and numerical amounts agree and that accounts have sufficient funds.
    • Receive checks and cash for deposit after verifying amounts and checking accuracy of deposit slips.
    • Examine checks for proper endorsements and to verify other information such as dates, bank names, proper identification and general legality of the documents.
    • Enter customer transactions into the computer to record transactions and issue receipts, obtaining supervisor approval for all transactions over established limits.
    • Accurately balance currency and coin in assigned cash drawer at the end of each shift. Maintain this accuracy within established CSR Performance Standards.
    • Adhere to cash control, loss prevention and Bank audit requirements.
    • Receive consumer, mortgage and other loan payments. Properly post these payments to the computer and issue a receipt.
    • Sell negotiable instruments and cashier’s checks according to Bank Secrecy Act procedures.
    • Process additional transactions including General Ledger debits and credits, miscellaneous payments, stop payments, telephone transfers, account closures, and address changes.
    • Prepare work for proof capture and operate Branch capture device.
    • Process foreign items.
    • Complete requests for Domestic and Foreign wires
    • Buy and sell Foreign currency
    • Verify cash advances and negotiable instruments at the end of the business day.
    • Service ATMs as applicable.
    • Prepare Hold Notices.
    • Serve as dual custodian to process night deposits.
    • Perform all X-Box and Vault duties, including incoming and outgoing cash shipments.
    • Open and close safe deposit boxes, as applicable to Branch.
    • Establish Night Depository agreements, as applicable to Branch.
    • Process counterfeit bills and send to appropriate governmental agencies.
    • Order supplies.
    • Redeem Savings Bonds.
    • Process incoming and outgoing cash shipments.
    • Open new accounts
    • Order and maintenance Debit cards, as applicable to Branch.
    • Must be able to travel to other branches, as assigned.
    • Adhere to agreed-upon service standards
    • Return phone calls and e-mails the same day, or at maximum, within 24 hours.
    • Adhere to goals set by the bank.
    • Other duties as assigned.

    QUALIFICATION REQUIREMENTS

    To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed 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.

    • Flexibility with hours and days, as applicable to branch.

    MINIMUM EDUCATION AND/OR EXPERIENCE REQUIREMENTS

    • High School Diploma or General Education Degree (GED) required.
    • One year as a Customer Service Representative in a banking environment responsible for teller work and new accounts or two years-experience in retail that includes both cash handling and customer service required.

    LANGUAGE SKILLS

    • Ability to read and interpret documents such as safety rules, operating instructions, procedure manuals, policies and memorandums.
    • Ability to write routine correspondence and communicate effectively and tactfully, orally and in writing with employees, customers, vendors and management.
    • Must possess the ability to speak clearly so others can understand.
    • Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition and grammar.
    • Bilingual skills desirable.

    MATHEMATICAL SKILLS

    Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to use a basic calculator.

    REASONING ABILITY

    Ability to solve practical problems and deal with a variety of situations. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

    OTHER SKILLS AND ABILITIES

    • Familiarity with 10-key pad.
    • Familiarity with Windows-based computer required. Previous experience with the Microsoft Office suite and banking-related software preferred.
    • EVALUATING INFORMATION TO DETERMINE COMPLIANCE WITH STANDARDS – Using relevant information and individual judgment to determine whether transactions, events or processes within scope of authority comply with laws, regulations or Bank standards.
    • WORKING DIRECTLY WITH THE PUBLIC – Ability to deal directly, face-to-face and on the phone with the public, maintaining the Bank’s Customer Service Standards.
    • ESTABLISHING AND MAINTAINING INTERPERSONAL RELATIONSHIPS – Developing constructive and cooperative working relationships with others and maintaining them over time.
    • EXHIBITS ENERGETIC AND PROFESSIONAL CUSTOMER-CENTRIC SERVICE TO CUSTOMERS.

    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 is regularly required to stand, walk, sit, reach with arms, talk or hear and use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to climb or balance, stoop, kneel, crouch and may occasionally use ladders for a variety of tasks. The employee must frequently lift and/or move 10-20 lbs and occasionally lift and/or move 25-50 lbs. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Some driving may be required.

    Post-offer physical is not required for this position.


    JOB TITLE: CUSTOMER SERVICE REPRESENTATIVE 3

    DEPARTMENT: BRANCH ASSIGNED

    REPORTS TO: BRANCH MANAGER/OPERATIONS OFFICER

    SALARY GRADE: 13

    REVISION DATE: 9/2019 STARTING WAGE: $16.00 - $18.06/HR. DEPENDING UPON EXPERIENCE AND QUALIFICATIONS.

    FLSA: NON-EXEMPT

    EQUAL EMPLOYMENT OPPORTUNITY

    Savings Bank of Mendocino County is an Equal Opportunity Employer and employment selections are based on merit, qualifications and abilities. Savings Bank of Mendocino County will consider all qualified applicants for employment and does not discriminate in employment opportunities or practices on the basis of: age, race, religion, color, sex, national origin, sexual orientation, gender identity, protected veteran, disability, or any other status protected by law.

    POSITION SUMMARY

    Perform transactional duties to serve customers including receiving or paying out funds with high accuracy. Maintain accurate transactional records. Provide cash receipt and payment services in accordance with Bank policies and procedures. Present and explain all Bank products and services to customers with extensive product knowledge. Communicate effectively with customers or prospective customers and represent the Bank in a positive and professional manner. Perform supervisory duties as necessary. Certified Mentor for CSR and New Accounts as applicable.

    ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

    • Regular and predictable attendance and punctuality.

    • Greet and welcome customers to the Bank in a courteous, professional and timely manner, providing prompt, accurate and efficient transactions within established Bank policies and procedures.

    • Demonstrated ability to perform ALL ESSENTIAL JOB FUNCTIONS AND DUTIES OF THE CSR 1 AND CSR 2 job descriptions accurately, efficiently and with minimal supervision.

    • Perform all X-Box and Vault duties, including incoming and outgoing cash shipments.

    • Open and close safe deposit boxes, as applicable to Branch.

    • Establish Night Depository agreements, as applicable to Branch.

    • Sign official checks and approve teller transactions within designated limits.

    • Assist with Branch Certifications.

    • Supervise staff on a limited basis, within scope of authority, as needed.

    • Review signature cards, when authorized.

    • Mentor new staff members as a Certified Branch Mentor.

    • Process counterfeit bills and send to appropriate governmental agencies.

    • Must be able to travel to other branches, as assigned.

    • Adhere to agreed-upon service standards

    • Return phone calls and e-mails the same day, or at maximum, within 24 hours.

    • Adhere to goals set by the bank.

    • Other duties as assigned.

    QUALIFICATION REQUIREMENTS

    To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed 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.

    • Flexibility with hours and days, as applicable to Branch.
    • Certified Mentor for CSRs (and New Accounts if applicable to Branch).

    EDUCATION AND/OR EXPERIENCE REQUIREMENTS

    • High School Diploma or General Education Degree (GED) required.
    • Two years as a Customer Service Representative in a banking environment responsible for teller work and new accounts or three years-experience in retail that includes both cash handling and customer service is required.

    LANGUAGE SKILLS

    • Ability to read and interpret documents such as safety rules, operating instructions, procedure manuals, policies and memorandums.
    • Ability to write routine correspondence and communicate effectively and tactfully, orally and in writing with employees, customers, vendors and management.
    • Must possess the ability to speak clearly so others can understand.
    • Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition and grammar.
    • Bilingual skills desirable.

    MATHEMATICAL SKILLS

    Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to use a basic calculator.

    REASONING ABILITY

    Ability to solve problems and deal with a variety of situations. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

    OTHER SKILLS AND ABILITIES

    • Familiarity with 10-key pad.
    • Familiarity with Windows-based computer required. Previous experience with the Microsoft Office suite and banking-related software preferred.
    • EVALUATING INFORMATION TO DETERMINE COMPLIANCE WITH STANDARDS – Using relevant information and individual judgment to determine whether transactions, events or processes within scope of authority comply with laws, regulations or Bank standards.
    • WORKING DIRECTLY WITH THE PUBLIC – Ability to deal directly, face-to-face and on the phone with the public, following the Bank’s Customer Service Standards.
    • ESTABLISHING AND MAINTAINING INTERPERSONAL RELATIONSHIPS – Developing constructive and cooperative working relationships with others and maintaining them over time.
    • EXHIBITS ENERGETIC AND PROFESSIONAL CUSTOMER-CENTRIC SERVICE TO CUSTOMERS.

    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 is regularly required to stand, walk, sit, reach with arms, talk or hear and use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to climb or balance, stoop, kneel, crouch and may occasionally use ladders for a variety of tasks. The employee must frequently lift and/or move 10-20 lbs and occasionally lift and/or move 25-50 lbs. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Some driving may be required.

    Post-offer physical is not required for this position.