We See a Career.

Customer Service Center Representative

(Non) Exempt – Grade Level 3

GENERAL SUMMARY

The function of this position is to provide world class support and service to our banking customers.  The incumbent will treat each customer with respect and courtesy, responsively addressing their service concerns, and will recommend appropriate ChoiceOne products and services to help them achieve their financial goals.    Incumbent will take ownership of each customer service situation and work to resolve issues and deepen the customer relationship upon a “First Call Resolution” process.  All Customer Service Center Staff report directly to the manager of the Customer Service Center.

REPORTS TO:  Customer Service Center Assistant Manager

ACCOUNTABILITY STANDARDS

1. Portray the proper bank image by focusing on good customer relations, both internal and external.  Be able to Service, Sell and Refer ChoiceOne Bank’s Products.
2. Adhere to the service and sales standards established for the Customer Service Center (First Call Resolution, Greeting, Be Polite, Personalize, Own the Problem, and Closing).
3. Perform duties accurately, efficiently, and in a timely manner

1. Develop relationship banking for your clients: Get to know them, greet them by name, and SELL or CROSS-SELL. (Tracking sales and referral efforts and results.)
2. Get to know our organization thoroughly – what it stands for, the services it offers, and who are the staff members involved in providing particular services.  Through you, your client will be assisted in understanding how valuable ChoiceOne can be to them. Know when to escalate issues for resolution.
3. Ability to speak clearly with a service mindset and be able to solve complex problems and take ownership until resolved
4. Adept at using ChoiceOne’s technology and tools (Applications, Synapsis, Decision Pro, Remote Merchant Capture, Cash Management, Internet Banking. Debit Cards etc.)
5. Be flexible, possess the ability to manage priorities and handle multiple tasks in a busy environment. Ability to open or close as determined by schedule each week. (Current hours 8:00 a.m. to 6:00 p.m.)
6. Conduct yourself according to our corporate values
7. Understand and Practice the Vision established for the Customer Service Center
8. Perform duties accurately, efficiently and in a timely manner
9. Know our Mission Statement: “Provide superior service, quality advice, and utmost respect to everyone we meet.”

REQUIRED QUALIFICATIONS

1. Excellent Customer Service Skills
2. Strong Understanding of Sales and Service Standards for Customer Service Center
3. Ability and willingness to follow the Established Effective Sales and Service procedures
4. Ability to speak clearly with customer mindset for complex issues in a busy environment
5. Flexible, dependable, and service-oriented
6. Excellent organizational and communication skills.
7. Excellent written and verbal skills
8. Strong Computer knowledge or willingness to learn those you do not have knowledge of – Jack Henry Applications, Synapsys, Decision Pro, Cash Management, Remote Merchant Capture, NetTeller, and Debit cards.
9. Ability to handle multiple tasks simultaneously
10. Ability to work in a very busy environment, while maintaining and participating in, a fun atmosphere for all
11. Ability to meet established deadlines
12. Spanish language skill is a plus

RELATIONSHIPS

1. Accountable to Customer Service Center Manager for the fulfillment of their functions, responsibilities, and proper interpretation of authority
2. Extensive contact with internal management and staff, clients, the public, and the community and to conduct relationships in a manner that will enhance the overall strategy, service and marketing efforts of the organization
3. Involvement in community organizations and participation in community projects and events as deemed appropriate

REQUIRED RESPONSIBILITIES

1. Provide Excellent Customer Service as established under Sales and Service Standards
2. Answer incoming calls quickly and efficiently and escalating issue when appropriate
3. Take ownership of call and respond with a “First Call Resolution” mindset (85% achievement)
4. Service, Sell and Refer all ChoiceOne Products
5. Record all client contact, sales or referrals via Synapsis
6. Follows all operating policies and procedures for ChoiceOne maintaining audit and compliance procedures
7. Attends departmental meetings as necessary
8. Accountable for quality of each and every contact
9. Be pleasant, helpful, courteous and polite at all times
10. Is responsible for being familiar with and complying with the provisions of regulatory compliance, including the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position.  Completes all required reports related to those acts and reports any observed violations or potential violations of regulatory compliance requirements to a supervisor or other appropriate bank officer.
11. Performs other duties as may be required from time to time

UNIVERSAL BANKER

Non-Exempt / Grade Level 3 

GENERAL SUMMARY

A Universal Banker provides exemplary customer service to our walk-in clients. You are responsible for building client and business relationships by proactively recommending appropriate deposit, loan and other banking products. When needed, you will also process customer transactions accurately and efficiently to provide excellent customer service by educating them on bank products, services and technology.

REPORTS TO:    Assistant Branch Manager and Branch Manager

QUALIFICATIONS

1. High School Diploma AND one (1) year of customer service in banking, financial services or goal driven retail sales
2. Career minded individuals that want to join an organization where they can gain experience and build a career. ChoiceOne provides career paths and development plans to get you where you want to go.
3. Bachelor’s Degree in business related major preferred
4. Cash handling skills preferred but not required
5. Comfort with technology such as mobile services and online banking services is a plus
6. Flexible, dependable, service and goal oriented
7. Good organizational and communication skills. Excellent written and verbal skills
8. Must participate in various bank workshops, seminars, and continuing education classes related to banking.
9. Involvement in community organizations and participation in community projects and events as deemed appropriate
10. Ability to lift 25 lbs

RELATIONSHIPS

1. Accountable to senior management for the fulfillment of their functions, responsibilities, and proper interpretation of authority.
2. Extensive contact with clients, the public, and the community and to conduct relationships in a manner that will enhance the overall strategy and marketing efforts of the organization.
3. Involvement in community organizations and participation in community projects and events as deemed appropriate.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provide excellent customer service and effectively resolving customer issues.
2. Be proficient in understanding and educating customers on consumer deposit products and consumer lending.
3. Drive sales through walk-in customers with a disciplined sales process and using current technology to drive both sales and service.
4. Obtain referrals from customers, other bank colleagues and partners while educating and referring customers to other areas of the bank to deepen relationships and build a strong partnership.
5. Adhere to all operational, security, risk and regulatory policies and procedures.
6. Demonstrate good judgement in sales, customer service, relationship management, banking, investments, consumer lending, business banking, business lending, communication and presentation.
7. Process customers day to day transactions as needed.
8. Additional responsibilities as assigned.
9. Is responsible for being familiar with and complying with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Completes all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.

UNIVERSAL BANKER

Non-Exempt / Grade Level 3 

GENERAL SUMMARY

A Universal Banker provides exemplary customer service to our walk-in clients. You are responsible for building client and business relationships by proactively recommending appropriate deposit, loan and other banking products. When needed, you will also process customer transactions accurately and efficiently to provide excellent customer service by educating them on bank products, services and technology.

REPORTS TO:    Assistant Branch Manager and Branch Manager

QUALIFICATIONS

1. High School Diploma AND one (1) year of customer service in banking, financial services or goal driven retail sales
2. Career minded individuals that want to join an organization where they can gain experience and build a career. ChoiceOne provides career paths and development plans to get you where you want to go.
3. Bachelor’s Degree in business related major preferred
4. Cash handling skills preferred but not required
5. Comfort with technology such as mobile services and online banking services is a plus
6. Flexible, dependable, service and goal oriented
7. Good organizational and communication skills. Excellent written and verbal skills
8. Must participate in various bank workshops, seminars, and continuing education classes related to banking.
9. Involvement in community organizations and participation in community projects and events as deemed appropriate
10. Ability to lift 25 lbs

RELATIONSHIPS

1. Accountable to senior management for the fulfillment of their functions, responsibilities, and proper interpretation of authority.
2. Extensive contact with clients, the public, and the community and to conduct relationships in a manner that will enhance the overall strategy and marketing efforts of the organization.
3. Involvement in community organizations and participation in community projects and events as deemed appropriate.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provide excellent customer service and effectively resolving customer issues.
2. Be proficient in understanding and educating customers on consumer deposit products and consumer lending.
3. Drive sales through walk-in customers with a disciplined sales process and using current technology to drive both sales and service.
4. Obtain referrals from customers, other bank colleagues and partners while educating and referring customers to other areas of the bank to deepen relationships and build a strong partnership.
5. Adhere to all operational, security, risk and regulatory policies and procedures.
6. Demonstrate good judgement in sales, customer service, relationship management, banking, investments, consumer lending, business banking, business lending, communication and presentation.
7. Process customers day to day transactions as needed.
8. Additional responsibilities as assigned.
9. Is responsible for being familiar with and complying with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Completes all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.

Teller

Non-Exempt – Grade Level 1

GENERAL SUMMARY:

The function of a teller is to pay a vital role in the customer banking experience.  Tellers are the face of ChoiceOne Bank. As a teller you will provide World Class Customer Service by handling transactions accurately and efficiently.  Through your daily interactions with customers you will discover opportunities to help grow ChoiceOne Bank and introduce the customers to a banker.

REPORTS TO:  Lead Teller / Assistant Branch Manager

REQUIRED QUALIFICATIONS

• Minimum of 6 months cash handling experience is preferred
• Strong Customer Service Skills
• Ability to work well in a team environment
• Problem solving skills
• Ability to follow policy and procedures
• Strong listening and verbal communication skills
• Detail-oriented and organized
• Ability to multi task
• High School or GED
• Vault and Atm Certified with 12 months
• Meeting and exceed teller sales/referral goals
• Processing cash and non-cash bank transactions accurately, and efficiently while balancing daily
• Acquiring and maintaining up to date knowledge of banking products, financial services, and technology
• Requires schedule flexibility

REQUIRED RESPONSIBILITIES

• Accurately and in great confidentiality handle banking transactions
• Advance funds from credit cards and other accounts
• Miscellaneous duties may include night deposits, ATM balancing and service, supplies, answering phone, etc.
• Assists with training of new teller staff.
• Is responsible for being familiar with and complying with the provisions of the Bank Secrecy Act FACTA and USA PATRIOT Act as they relate to the functions of this position.  Completes all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.
• Performs other duties as may be required from time to time.

Teller

Non-Exempt – Grade Level 1

GENERAL SUMMARY:

The function of a teller is to pay a vital role in the customer banking experience.  Tellers are the face of ChoiceOne Bank. As a teller you will provide World Class Customer Service by handling transactions accurately and efficiently.  Through your daily interactions with customers you will discover opportunities to help grow ChoiceOne Bank and introduce the customers to a banker.

REPORTS TO:  Lead Teller / Assistant Branch Manager

REQUIRED QUALIFICATIONS

• Minimum of 6 months cash handling experience is preferred
• Strong Customer Service Skills
• Ability to work well in a team environment
• Problem solving skills
• Ability to follow policy and procedures
• Strong listening and verbal communication skills
• Detail-oriented and organized
• Ability to multi task
• High School or GED
• Vault and Atm Certified with 12 months
• Meeting and exceed teller sales/referral goals
• Processing cash and non-cash bank transactions accurately, and efficiently while balancing daily
• Acquiring and maintaining up to date knowledge of banking products, financial services, and technology
• Requires schedule flexibility

REQUIRED RESPONSIBILITIES

• Accurately and in great confidentiality handle banking transactions
• Advance funds from credit cards and other accounts
• Miscellaneous duties may include night deposits, ATM balancing and service, supplies, answering phone, etc.
• Assists with training of new teller staff.
• Is responsible for being familiar with and complying with the provisions of the Bank Secrecy Act FACTA and USA PATRIOT Act as they relate to the functions of this position.  Completes all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.
• Performs other duties as may be required from time to time.

Teller

Non-Exempt – Grade Level 1

GENERAL SUMMARY:

The function of a teller is to pay a vital role in the customer banking experience.  Tellers are the face of ChoiceOne Bank. As a teller you will provide World Class Customer Service by handling transactions accurately and efficiently.  Through your daily interactions with customers you will discover opportunities to help grow ChoiceOne Bank and introduce the customers to a banker.

REPORTS TO:  Lead Teller / Assistant Branch Manager

REQUIRED QUALIFICATIONS

• Minimum of 6 months cash handling experience is preferred
• Strong Customer Service Skills
• Ability to work well in a team environment
• Problem solving skills
• Ability to follow policy and procedures
• Strong listening and verbal communication skills
• Detail-oriented and organized
• Ability to multi task
• High School or GED
• Vault and Atm Certified with 12 months
• Meeting and exceed teller sales/referral goals
• Processing cash and non cash bank transactions accurately, and efficiently while balancing daily
• Acquiring and maintaining up to date knowledge of banking products, financial services, and technology
• Requires schedule flexibility

REQUIRED RESPONSIBILITIES

• Accurately and in great confidentiality handle banking transactions
• Advance funds from credit cards and other accounts
• Miscellaneous duties may include night deposits, ATM balancing and service, supplies, answering phone, etc.
• Assists with training of new teller staff.
• Is responsible for being familiar with and complying with the provisions of the Bank Secrecy Act FACTA and USA PATRIOT Act as they relate to the functions of this position.  Completes all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.
• Performs other duties as may be required from time to time.