Title: Customer Service Representative Company: North Side Bank and Trust Company DEPT: Operations Reports To: Operations Manager FLSA: Non-Exempt SUMMARY: The Customer Service Representative is responsible for performing a full range of customer service oriented telephone and e-mail support activities as directed by the Operations Manager. Greets customers professionally; responds to inquiries of a specific or general nature; determines appropriate response or direction for the caller; promotes various marketing campaigns; issues messages; resolves problems within given authority. Performs various operational background duties; processes account balance or transfer requests, stop payment orders, changes of address and other such customer requests or authorizations. Conducts a variety of routine dailytasks; reviews reports, prepares correspondence; participates in special department projects. ESSENTIAL DUTIES: Provides support to all areas of the department as directed or where service or assistance is needed, including mail and statements; demonstrates superior customer service with appropriate follow through with involved customers and employees. Provides a full range of customer service oriented telephone and e-mail support activities to customers and Bank personnel; greets customers professionally; responds to inquiries of a specific or general nature; determines appropriate response or direction for the caller; issues messages. Resolves customer concerns, problems and discrepancies by clarifying issues within given authority; researches and explores answers and alternative solutions; reconciles accounts; enters corrections; reverses customer fees or charges with the concurrence of Bank management; escalates unresolved problems. Promotes various marketing campaigns; explains features and benefits; identifies and acts upon potential cross sell or up sell opportunities; obtains enrollment information. Performs various operational background duties; process incoming lockbox, processes account balance or transfer requests, morning returns/overdrafts, real estate taxes, child support payments, stop payment orders, changes of address and other such requests based upon proper customer identification, authorization and approval; conducts transaction call back procedures, processes tax levies, garnishments and bond redemptions etc. Attends various product knowledge and customer service training presentations. Composes, prepares and issues correspondence such as internal memorandums and letters to customers. Performs a wide variety of routine clerical duties; completes routine reports, forms and lists; prepares correspondence. Maintains a proficient knowledge of all applicable banking rules and regulations. Assists in special projects and tasks for the department as directed. Assumes responsibility for various department functions in the absence of staff members or in overload situations. Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions. Demonstrates knowledge of and adherence to Equal Employment Opportunity (EEO) policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action. Assures compliance with all Bank policies and procedures and all applicable state and federal banking laws, rules and regulations. Completes administrative tasks correctly and on time; supports the Bank's goals and values; benefits the Bank through outside activities. Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially un