CUSTOMER SERVICE ASSOCIATE I

POSITION TITLE: CUSTOMER SERVICE ASSOCIATE

DEPARTMENT: COMMUNITY BANKING/BRANCH ADMINISTRATION

LEVEL: 101

FLEXIBLE WORK PROGRAM ELIGIBILITY CODE: N/A

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. Understands customer's 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.

RESPONSIBILITIES:

RELATIONSHIP DEVELOPMENT AND SERVICE

1. Consistently provides quality service in a professional manner:

• Be the face of BayCoast Bank, presenting a professional, friendly, and helpful appearance with every interaction
• Adheres to customer service standards
• Maintains a friendly and courteous attitude
• Effectively engages with customer inquiries in a courteous and efficient manner
• Accurately processes various customer transactions.
• Leverages 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, and BayCoast Mortgage.
• Uses Salesforce to track identified tasks, leads, and opportunities. Strongly encouraged to utilize and track referrals through Solutions to ensure proper credit and recognition.

1. Strives to meet and exceed personal and branch goals:

• Knows features and benefits of BayCoast Bank products
• Evaluates 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

OPERATIONS

A. 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
• Prepares 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 proving 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

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

employment practices.

1. Participates as a "team player" to accomplish branch tasks.
2. Adhere to Bank's confidentiality policy and the safeguarding of customer information.
3. Enthusiastically participates in bank-sponsored training programs, campaigns, and contests as scheduled.
4. Cross-trained to support other departments such as ITM, Loan Servicing, Deposit Operations.
5. Is encouraged to participate in community events and organizations
6. Performs additional duties as requested.

Knowledge/Skills/Experience Requirements:

Minimum of 4 months sales/customer service experience in a retail environment. Experience handling cash. Positive and helpful attitude.

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, attend remote meetings and/or travel.

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.