POSITION DESCRIPTION

POSITION TITLE: PART TIME CUSTOMER SERVICE ASSOCIATE

DEPARTMENT: COMMUNITY BANKING/BRANCH ADMINISTRATION

FLEXIBLE WORK PROGRAM ELIGIBILITY CODE: N/A

Bilingual: Spanish/Portuguese a plus

FUNCTION:

Under the direction of the Branch Manager, Assistant Branch Manager and Customer Service Supervisor, the Customer Service Associate is at the forefront of customer interactions as part of a branch-based team that provides high quality service that earns the long-term loyalty of our customers. Leverages communication skills and banking knowledge to engage with customers. Understand customers’ needs, which will provide financial solutions and advice to resolve issues and help customers achieve their financial goals. Identifies relationship development opportunities and refers customers to appropriate personnel. Demonstrates a willingness to do more than is required or expected by embracing the Bank’s mission statement and core values, which will improve results and morale as well as create new opportunities. NOTE: This position can be a Float CSA which has same requirements but functions under the direction of a Regional Manager supporting various locations as needed.

RESPONSIBILITIES:

Consistently provides quality service in a professional manner:

Be the face of BayCoast Bank, presenting a professional, friendly, and helpful appearance with every interaction

Adherence to customer service standards

Effectively engages with customer inquiries in a courteous and efficient manner

Accurately processes various customer transactions.

Leverage problem-solving and strong communication skills to resolve customer issues

Embraces the Bank’s commitment to Solutions by seeking and recognizing opportunities to refer our customers and new business to different areas of the Bank, BayCoast Insurance, BayCoast Bank Financial Services, Plimoth Investment Advisors, Teamwork Funding, Priority Funding, and BayCoast Mortgage.

Behavior and performance align with the guiding principles and purpose that define the organization’s mission (To provide exceptional service and solutions for our community), and core values (Take pride in what I do; Believe that what I do is important; Care about people; Have a positive attitude).

Use Salesforce to track identified tasks, leads, and opportunities. Strongly encouraged to utilize and track referrals through Solutions to ensure proper credit and recognition.

Strives to meet and exceed personal and branch goals:

Knows features and benefits of BayCoast Bank products

Evaluating customers’ needs

Effectively recognizes relationship development opportunities and refers customers to appropriate personnel

Enthusiastically participates in and supports relationship development meetings and campaigns

Seeks and promotes Merchant Services and Elan credit card products to customers

Maintains a high degree of accuracy, organization, and productivity in conducting customer transactions:

Consistently produces the expected volume of teller transactions while maintaining teller difference limits

Prepare documents completely and accurately

Processes documents correctly and promptly

Quickly responds to internal inquiries

Places stop payments on accounts and official checks, as requested

Directly sells money orders and bank checks

Balances daily work at end of day, assists in adding up all documents for end of day branch proof, changes ribbons and calculator rolls on equipment, images/scan checks and bonds

Proves and processes night deposit and subject to verification bags

Processes bond redemptions

Assists in the proofing of the ATM machine

Assists in the Safe Deposit Box functions

Utilizes Currency Exchange International (CXI) to order and deposit foreign currency as needed

Maintains a neat, organized work area

Consistently adheres to bank policies and procedures regarding branch operations, security and

employment practices.

Participates as a “team player” to accomplish branch tasks.

Adhere to Bank's confidentiality policy and the safeguarding of customer information.

Enthusiastically participates in bank-sponsored training programs, campaigns, and contests as scheduled.

Cross-trained to support other departments such as ITM, Loan Servicing, Deposit Operations.

Is encouraged to participate in community events and organizations

Attends all required trainings/meetings as assigned or scheduled.

Performs additional duties as requested.

Knowledge/Skills/Experience Requirements:

Experience in handling cash. Positive, courteous, and helpful attitude. Personal transportation required for security purposes.

Physical/Work Condition Requirements:

In the performance of respective tasks and duties, the employee is expected to successfully perform the essential functions of the position. Reasonable employee accommodation for physical or mental disabilities will be considered on a case-by-case basis. While performing duties the employee is required to sit, talk, hear, lift up to 50 lbs., carry coin bags, and may be required to work evenings and/or weekends. This position requires the employee to have reliable transportation and a personally owned, insured vehicle. Due to the nature of the role and security protocols, the employee must be able to travel independently to assigned locations/trainings without reliance on public transportation, rideshare, or drop-offs. Mileage reimbursement will be provided according to company policy.

Equipment Used:

General office and bank equipment, Bank and IRS forms, computer, printer, coin machine, bill counter, copier, scanner, fax machine, safe deposit time recorder

ADDITIONAL RESPONSIBILITIES - CSA CERTIFIED COACH:

If applicable, this position may function as CSA Certified Coach who directs, guides, and coaches new Customer Service Associates to develop the skills necessary to be successful in their role. Accurately processes various customer transactions and leads by example while performing the duties of a training coach.

COACHING AND EMPLOYEE DEVELOPMENT

Coaches new trainees in branch processes and tasks in order to support classroom training in preparing them for proficiency in their role.

Evaluates performance of trainees. Provides guidance and instruction on processes/tasks that need improvement. Make recommendations to determine if employee is adequately prepared for assignment or if further classroom training is needed

Keeps abreast of changes and developments in branch processes and attends all related trainings.

Assist in evaluating the effectiveness of the training program and makes recommendations for an improved process if needed.

Utilize the tools and resources that are provided by the Training Department in an effective and timely manner.

Maintains effective communications skills.

Maintain a friendly and courteous attitude during the training process.

Ability to manage the needs of the branch while performing the coaching duties.

Seeking guidance and assistance as needed within the training process.