Customer Service Representative III, Retail Banking
Company: HomeStreet Bank
Location: Pasadena
Posted on: January 12, 2021
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Job Description:
EO/AA Employer including Vets and DisabledQualified applicants
with arrest and conviction records will be considered in accordance
with legal requirements.Job Description SummaryPOSITION SUMMARY:
This position is responsible for acquisition, retention and
expansion of new and existing customer relationships. The Sr. CSR
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 DetailsPRIMARY FUNCTIONS :New
Accounts/Sales Activities* Effectively interviews and profiles
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.* 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.*
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.*
Participates in sales programs to generate new customers.* Must
sell financial products and services to meet referral goals and
performance evaluation/personal goals.* Maintains thorough
knowledge of bank products and services.Service Activities* Sets an
example for the CSR staff in the area of customer service and
customer advocacy.* 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.* 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.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.*
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
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.* Effectively assist other
CSRs in the completion of work assignments and
balancing.Operational Activities* Participates in branch audit
functions.* Follows HomeStreet's policies and procedures and meet
regulatory requirements.* Performs all other duties as
required.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.Strong customer relations skills and the ability to
communicate and work well with employees and customers in a
cooperative, positive manner.Must be a self-starter, dependable,
able to work within deadlines under pressure.Must possess excellent
judgment, and the ability to accept responsibility and handle
confidential information.Ability to work quickly and accurately, to
analyze information and make decisions.Excellent written and oral
communication skills are required.High school diploma or
equivalent.PHYSICAL CONSIDERATIONS: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 1/2 of the time) sitting. Walking,
standing, 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.AreaCustomer Service (Sales)
Keywords: HomeStreet Bank, Pasadena , Customer Service Representative III, Retail Banking, Other , Pasadena, California
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