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Customer Service Representative II or III, Retail Banking

Company: HomeStreet Bank
Location: Spokane
Posted on: January 12, 2022

Job Description:

EO/AA Employer including Vets and DisabledQualified applicants with arrest and conviction records will be considered in accordance with legal requirements.Job Description SummaryCSR II - This position is responsible for acquisition, retention and expansion of new and existing customer relationships. The CSR II provides exceptional customer service by taking ownership of the customer experience from introducing the customer to HomeStreet Bank through profiling the customer, assessing their banking and borrowing needs, and recommending appropriate products based on a thorough knowledge of HomeStreet products and services. Provide a variety of teller services such as handling deposits, withdrawals, and maintaining accounts. Perform processing tasks such as making automatic transfers, updating records and balancing. At all times, provide superior customer service.



CSR III - This position is responsible for acquisition, retention and expansion of new and existing customer relationships. The Sr. CSR provides exceptional customer service by taking ownership of the customer experience from introducing the customer to HomeStreet Bank through profiling the customer, assessing their banking and borrowing needs, and recommending appropriate products based on a thorough knowledge of HomeStreet products and services. Provide a variety of teller services such as handling deposits, withdrawals, and maintaining accounts. Perform processing tasks such as making automatic transfers, updating records and balancing. At all times, provide superior customer service.Job DetailsESSENTIAL FUNCTIONS:New Accounts/Sales ActivitiesCSR II

  • Effectively interviews and profiles new and existing customers in order to recommend appropriate banking products and services.
  • Effectively partners with other business lines within the Bank to identify sales opportunities and provide an outstanding customer experience.
  • Opens and closes customer accounts including checking, savings, money markets, certificates of deposit, and IRAs.
  • Where appropriate, actively takes advantage of all sales opportunities, cross-selling bank products and services to new and existing customers, ensuring recommended products meet needs of customer. Makes referrals to other business units for non-banking products.
  • Participates in sales programs to generate new customers.
  • Must sell financial products and services to meet referral goals and performance evaluation/personal goals.
  • Maintains thorough knowledge of bank products and services.CSR III
    • Processes complex transactions such as changing account ownership, living trusts, guardianship accounts, and estate assignments.
    • Originates consumer loans, acting as customer advocate to ensure prompt processing of consumer loans.Service ActivitiesCSR II
      • Actively listens to customers, and maintains a friendly, positive, professional attitude. Resolves difficult situations with creativity, tact and diplomacy.
      • Supports branch lobby management.
      • Consistently demonstrates proficiency in providing exceptional customer service utilizing the STAR (Seamless, Trustworthy, Attentive, and Resourceful) qualities either in person or on the telephone.
      • Looks for ways to pleasantly surprise our customers, i.e., doing something above and beyond their expectation that makes them feel special.
      • Participates in two community events per year.CSR III
        • Sets an example for the CSR staff in the area of customer service and customer advocacy.
        • Resolves difficult situations using the HEAL guidelines of Hearing out the customer, Easing the tension, Acting to improve the situation, and Leaving a positive impression.Teller ActivitiesCSR II and III
          • Performs daily teller services such as processing deposits, withdrawals, holds, loan payments, stop payments, telephone transfers, direct deposits, cash advances, verifications of deposit, Debit card requests, wire transfers and other related matters.
          • Balances cash drawer independently, maintains cash over and short record within HomeStreet's compliance policy.
          • May be assigned the control of the vault cash. Follows guidelines to maintain limits, meet cash shipment requirements, and balance daily.
          • Effectively perform project responsibilities as assigned such as processing and balancing ATM, daily branch balancing, Customer Information System input, branch supply orders, and monthly branch report generation.
          • Effectively assist other CSRs in the completion of work assignments and balancing.Operational ActivitiesCSR II and III
            • Participates in branch audit functions.
            • Follows HomeStreet's policies and procedures and meet regulatory requirements.
            • Performs all other duties as required.REQUIREMENTS:CSR II
              • Minimum of 2 years cash handling and customer service experience. Banking experience preferred.
              • Some experience in opening new deposit accounts preferred.
              • Demonstrated success in cross-selling banking services and products.
              • PC experience required. Word, Excel and teller/bank software preferred.
              • Willingness to assume additional responsibilities/duties/projects as they arise.CSRIII
                • Minimum of 3 years job experience as a CSR/New Accounts Representative or equivalent, plus demonstrated ability in an operations area related to Bank or retail operations.
                • Technical skills and experience to operate teller software, Word, Excel, and other bank-related computer programs.CSR II and III
                  • Strong customer relations skills and the ability to communicate and work well with employees and customers in a cooperative, positive manner.
                  • Must be a self-starter, dependable, able to work within deadlines under pressure.
                  • Must possess excellent judgment, and the ability to accept responsibility and handle confidential information.
                  • Ability to work quickly and accurately, to analyze information and make decisions.
                  • Excellent written and oral communication skills are required.
                  • High school diploma or equivalent.PHYSICAL CONSIDERATIONSCSR II and CSR III
                    • Requires ability to operate teller and office equipment including computers, adding machines, telephones, typewriters, copy machines, fax machines, electronic credit card authorization terminals, and security devices.
                    • Requires physical exertion of up to 10 pounds of force occasionally (1/3 of the time) and a negligible amount of force frequently (up to 2/3 of the time) to lift, carry, push, pull or otherwise move self or objects. Frequent (up to 2/3 of the time) sitting. Walking, standing, bending and reaching occasionally and for brief periods of time.This Position Description may not be limited to the Functions and Requirements as outlined, now or in the future. For example, changes in corporate needs, position demands, or individual performance may result in changes to the Functions or Requirements of this position.AreaCustomer Service (Sales)

Keywords: HomeStreet Bank, Spokane , Customer Service Representative II or III, Retail Banking, Sales , Spokane, Washington

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