JOB PURPOSE

Customer Service Representative is responsible for primarily handling teller transactions, providing operational support, cross-selling bank products/services, and resolving customer service issues. Process transactions with accuracy and efficiency while delivering an overall professional and exceptional customer experience. As needed, will open accounts and refer customers to other areas of the bank as appropriate. Follow regulations and bank security procedures to protect customers as well as minimize risk to the bank

ESSENTIAL FUNCTIONS

Receptionist:

1. Answering multi-phone system: transfer calls to corresponding employee, receive/deliver message and locate floating employees through paging system.
2. Acknowledges and addresses customers’ needs.
3. Greets customers, visitors, and personnel in a friendly and sincere manner and directs the customer, visitor, and/or personnel to appropriate employee/department.
4. Daily sorting of incoming mail to corresponding departments.
5. Receives and signs for courier and shipment packages.
6. Aids in customer service by answering minor questions regarding account balances, cleared checks, CD rates and etc.
7. Assist other staff members as needed according to management direction and individual circumstances. Complete other duties as assigned.
8. Other duties as assigned.

Sales and Services:

1. Identify sales opportunities to cross-sell bank products and services to ensure customers’ financial goals are meet.
2. Provide quality personalized customer service, maintain frequent customer contact to expand relationships and ensure customer retention.
3. Proactively support branch new business promotions

QUALIFICATIONS

• High School diploma.
• 6-12 months of receptionist, customer service in a retail environment, or sales experience preferred.
• PC literate and typing proficient.
• Previous experience with data entry, 10-Key, banking software, and Microsoft Word, Excel.
• Good oral and written communication skills – can write clear message, initiate conversations, and talk to customers about products and services.
• Ability to give and receive feedback to improve skills and job knowledge.
• Can maintain good attendance and arrive consistently at scheduled start time.
• Able and willing to commute as required for business needs.
• Able to work weekends and extended hours as required to meet business demands.
• Bilingual English/Chinese (Mandarin or Cantonese) preferred.