Lead Customer Service Representative - Sioux Falls

Job Title Lead Customer Service Representative - Sioux Falls
Reports To VP/Branch Manager
Classification Non-exempt Full-time
PDF File Download

The Lead Customer Service Representative provides training and education to Customer Service Representatives (CSR) and CSR trainees, while creating a positive environment in which to learn. This position requires excellent customer service by a knowledgeable and confident CSR. The Lead Customer Service Representative should challenge staff to introduce products and services to meet customer needs, by cross-selling and referrals. Further, this person will follow the established policies and procedures for this area in accordance with the Bank and the Manager's direction.

Primary Duties

  • Lead by example, teaching and coaching CSR's to success in a positive environment, with continuous monitoring.
  • Establish schedule for CSR coverage that will provide customer service and contribute to the organization mission.
  • Stay current and be able to perform all CSR duties and responsibilities.
  • Maintain and update records to meet retention requirements.
  • Maintain supply levels for branch tellers.
  • Perform various balancing functions, including cash drawer, vault, and ATM. Report any discrepancies to Branch Manager, as appropriate.
  • Make referrals for Credit Cards, Loans, Wealth Management, CorTrust Mortgage, and CorInsurance, as appropriate.
  • Possess a thorough understanding of the CorTrust Teller and New Account Manuals, and adhere to guidelines.
  • Stay current to understand regulations and compliance requirements, as well as successfully complete assigned BAI courses by designated due dates.
  • Open new deposit accounts, personal, business, fiduciary trust and estate, using thorough product knowledge to assist customers, businesses, and entities in their selection.
  • Cross-sell other Bank products and services such as online banking, mobile banking, popmoney, e-statements, business cash management, etc.
  • Possess a sound understanding of IRA's and be able to assist customers with new accounts, contributions, and distributions. Understand and facilitate RMD's.
  • Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

Skills Required

  • Extensive cash handling and customer service experience
  • Possess combination of education and experience to perform primary duties of position
  • Adaptable to system, process, product, and service changes
  • Effective and efficient planning, organizational, technological, and time management skills
  • Ability to demonstrate organizational commitment through advocacy in the community, customer experience, and co-worker relationships
  • Ability to reason, problem solve, and think critically
  • Ability to effectively convey thoughts, ideas, and information clearly and concisely
  • Possesses strong understanding of financial services
  • Demonstrates high level of integrity, personal diplomacy, and ability to foster a culture of mutual respect
Apply for this Job