Experience, Skills, and Behavioral Traits Required to Successfully Perform this Job: A Customer Service Representative (CSR) is responsible for providing a variety of sales and service functions, including making outreach telephone calls and referrals, processing savings, checking and loan transactions, cashing checks and selling Official Checks. A CSR is considered a critical link between the Bank and our customers. It is the CSR’s primary responsibility to inform customers of the Bank about products and services and provide an exceptional customer experience. A genuine interest in serving the customer is the key to being a successful CSR.

Primary Responsibilities: The primary responsibility of the CSR is to provide quality service to customers of First Volunteer through both the lobby and drive-in of the Branch. The CSR works as part of the Branch team to ensure individual and Branch goals are met. The primary duties of a CSR are: ·         Understand bank mission, organizational structure, employee handbook, bank security, policies and procedures, standards of conduct and incentive program ·         Have an awareness of general banking services ·         Have general knowledge of First Volunteer’s products and services ·         Be aware of competitor bank services and advantages of First Volunteer ·         Promote bank services and cross sell bank products through providing 5 referrals weekly ·         Make at least 5 outreach telephone calls weekly ·         Operate network computers/software, and other equipment necessary to handle transactions. ·         Accept deposits of cash and/or checks ·         Process withdrawals and cash checks up to designated limits ·         Have knowledge about the importance and requirements of, and how to complete Currency Transaction Reports (CTRs) ·         Accept loan payments of all types ·         Redeem cash items for deposit or cash ·         Provide information for customers regarding products and services ·         Sell official checks, bank money orders and travelers checks (if offered) ·         Process cash advances on credit/debit cards ·         Balance cash and negotiable items ·         Participate in on-going training ·         Know where the CRA notice, statement and public disclosure file is located in the Branch, and who the CRA Officer is ·         Know when to report suspicious transactions/activity/situations to appropriate personnel ·         Participate in the general upkeep and appearance of the Branch

Secondary Responsibilities: Other duties or responsibilities that may be assigned to the CSR are: ·         Combination and or key control ·         Opening and processing night depository and ATM ·         Control of negotiable instruments ·         Participate in the Branch incentive program ·         Other duties as designated by management

Expectations Regarding Performance: A CSR is expected to achieve the following minimum requirements: ·         Ability to act as a member of a team in terms of branch-wide goals and activities. This includes assisting other team members so that the Bank is represented in a favorable light and actively contributing creative ideas for constant job improvements. ·         Demonstrate good verbal and written communication skills ·         Provide prompt, quality service to all customers within acceptable time limits ·         Balance cash and meet the Bank’s standards for both number and amount of cash differences   ·         Maintain a working understanding of, and comply with, bank policies, procedures, and applicable banking regulations ·         Maintain satisfactory attendance record ·         Maintain confidentiality of customer information ·         Approve deposits and cash checks up to designated limits, using sound judgment in order to serve the customer and protect the Bank from loss ·         Able to inquire and perform transactions on the system ·         Maintain cash within established limits to reduce the Bank’s exposure to loss

Essential Functions

Qualifications ·         Minimum – high school graduate or participate in a qualified high school work program ·         Basic math aptitude and proficiency ·         Demonstrated positive academic record ·         Achievement in social and/or extracurricular activities preferred ·         Must have a professional appearance and manner ·         Successful completion of all required CSR training ·         Excellent attendance record ·         Good hand/eye coordination

NON-ESSENTIAL FUNCTIONS:

·         Maintains a working understanding of, and complies with, applicable banking regulations as well as internal policies and procedures.

Physical Read, write, speak clearly over the phone and one-on-one conversation, count currency and coin, operate CSR related equipment, read on-line computer screen, and to use, proficiently, the following equipment:   ·         Main frame software and printers ·         Coin dispenser ·         Combination locks ·         Coin counting machine ·         Drive-in tube ·         Adding machine ·         Fax machine ·         Visa/MasterCard authorization machine ·         Check protector ·         Currency counting machine ·         Copy Machine ·         ATM ·         Awareness of the alarm systems

Mental ·         A CSR must read at a level sufficient to understand memorandums, instructions, and CSR related forms ·         He/She must be able to write in a clear, concise, and legible manner and have math skills to add, subtract, multiply and divide ·         The individual must be able to work alone or in a team environment ·         The CSR must be able to work under time constraints, use good judgment, and act in a tactful, professional manner while dealing with the public and fellow employees

Other ·         Must be able to consistently work a required assigned schedule ·         A CSR is considered in training for Lead CSR ·          Generally, CSR status extends for a minimum of six months with First Volunteer or equivalent experience and at the end of the six month period, the CSR should have successfully mastered the requirements listed ·         A CSR will receive annual reviews. After one year, a CSR may qualify for a salary adjustment and may be eligible to be considered for Lead CSR training, as a position becomes available.