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Senior Customer Service Representative

  • Job Tracking ID: 512272-608634
  • Job Location: Needham, MA
  • Job Level: Mid Career (2+ years)
  • Level of Education: High School/GED
  • Job Type: Full-Time/Regular
  • Date Updated: February 21, 2018
  • Years of Experience: 2 - 5 Years
  • Starting Date: ASAP



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Job Description:

Job Summary:   Perform customer service such as opening new accounts, establishing direct deposit accounts, opening retirement accounts, and assisting customers with queries concerning the bank’s products and services according to the Bank’s standards, procedures and policies. Increase the Bank’s market share by maximizing sales and referral opportunities through relationship management and business developments efforts.  Manage branch staff and oversee all aspects of branch operations, security, and compliance in the absence of Manager.  

 

ESSENTIAL DUTIES & RESPONSIBILITIES

 

  • Provide a complete range of customer services at the bank, including opening new accounts
  • Actively refers loan and investment services to appropriate bank personnel
  • Demonstrate awareness, commitment and dedication to servicing and building customer relationship
  • Responsible for operational compliance and adherence to bank policies and procedures
  • Manages multi-line telephone system to relay incoming, outgoing, and interoffice calls and direct them to the proper bank personnel
  • Perform routine administrative duties as delegated  
  • Maintain a positive and professional image of the bank, promoting good-will by being an active member of the community
  • Manage branch staff and oversee all aspects of branch operations, security, and compliance in the absence of manager
  • Ensure all branch employees adhere to the standard of owning all inquiries and replying within 24 hours
  • Promote world class customer experience through consistent and effective coaching/development of branch staff
  • Perform additional duties as requested, needed or assigned

 

 

Experience and Skills:

 

  • Full knowledge of the products and services offered by the Bank
  • Ability to work a flexible schedule based on the hours of operation of the Bank, including Saturday mornings
  • Ability to lift 30 pounds
  • Must have basic business acumen and professionalism
  • Ability to build strong relationships and alliances across the organization, exceed customer expectations, ability to adapt to change, reliable and highly self-motivated
  • Must have reliable transportation
  • Must be flexible and able to adapt to new job locations and re-assignments as directed
  • Fluent in written and verbal English communication skills
  • Ability to adhere to Needham Bank’s Core Values (Quick-Decision Making, Reliability, Relationship-Based Focus & Quality Service)
  • High School Diploma or GED
  • Knowledge of computer and keyboarding skills

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off  (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long term disability insurance, tuition reimbursement, and an Employee Assistance Program.  We offer a great benefit package to our eligible part-time employees as well.

Needham Bank is an Equal Opportunity/Affirmative Action Employer.  Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.