Customer Service Representative

Job Overview

The CSR plays a key role in originating new deposit accounts and consumer loans. Processes customer transactions, completes customer initiated account maintenance and all other tasks associated with customer requests.  Provides timely, efficient, and accurate service in processing transactions in accordance with all regulations, policies and procedures. Responsible for initiating, enhancing and maintaining customer relationships by providing Exceptional Service and Sensible Advice. CSRs generally have two or more years of banking experience or professional sales experience in a service-oriented environment. CSRs have demonstrated a high degree of initiative and mastery of bank products and systems. Able to probe for information regarding customer's needs and provide effective solutions.

Principal Accountabilities

Represent the Bank to the customer in a courteous, professional manner in face-to-face and telephone communications. Prospect new customers and develop a "book of business." Develop and enhance customer relationships to identify cross selling and referral opportunities. Accountable for meeting deposit, sales, origination and referral goals. Full understanding of bank processes, products, services and resources as well as banking regulations. Provide timely, efficient, and accurate service in processing transactions in accordance with all regulations, policies and procedures. Actively protect confidentiality of customer and account information. Demonstrate Horizon Bank's commitment to the communities in which we serve through support of local organizations and events.

Duties

Efficiently gather customer information, identify financial needs, and educate customer on products and services. Recommend products based on the customer's needs.

Originate new deposit accounts including checking, savings, ATM/Debit Cards, money market, CDs, IRAs and commercial accounts.

Originate and provide advice on consumer loan products including personal loans, installment loans, home equity loans and lines of credit.

Originate business deposit accounts, associated services and refer additional products and service to Treasury Management or Business Banker.

Process basic life events including distribution of customers' estates to beneficiaries from any deposit account. Recommend referrals to trust department when appropriate.

Perform account maintenance on consumer and commercial deposit accounts.

Recommend and initiate product offerings to meet customer's changing needs.

Educate customers on digital banking services and encourage electronic banking and e-statement adoption.

Develop long-standing relationships with customers by providing Exceptional Service and Sensible Advice through knowledge of bank products and services such as business, commercial and mortgage lending as well as trust

Participate in all office marketing and sales projects and trust services.

Partner with branch advisors to uncover customer needs and cross-sell opportunities.

Seek and schedule additional sales coaching as needed for professional development.

Effectively use risk management tools to mitigate risk and minimize exposure to loss. Report unusual activity following established procedures.

Maintain established controls such as identification procedures, check holds, and all other pertinent verification necessary to transact business.

Promptly address customer questions and concerns through investigation. Report to management t