Senior Customer Care Representative

Description

SUMMARY OF POSITION:

The Senior Customer Care Representative supervises the staff on the CCR line. This person performs all customer care functions, assesses transactional risk, solves problems, and assists, guides, and advises CCRs in the accurate and efficient handling of customers’ needs. The Senior CCR manages the branch cash levels.

Essential Functions:

•  Supervise the activities of the customer care team by assigning work, answering questions, solving problems, helping with complex transactions and sensitive customer relations problems, monitoring accuracy and explaining policies and procedures to customers. 
• Maintains predetermined cash limits within the branch office.
• Charged with staff scheduling, ensuring proper coverage and safety in the branch.
• In order to assist the Bank in growing our market share, the employee will consult with new and current customers on products and services available at Marquette; support the cross-serve initiative with quality referrals of all products and services as appropriate to expand account portfolio and generate new business; also responsible for making appropriate referrals to loan officers.
• Perform routine customer transactions, including but not limited to deposits, withdrawals, loan payments, transfers and check cashing, etc.
• Train and coach new customer care representatives until each trainee is proficient in their operational duties, cross-serve requirements and risk-based decision making.
• Ensure that all CCRs are kept up to date and cross-trained in all phases of their particular job responsibilities to ensure accuracy and quality service to the customers.
• Maintain knowledge of all state and federal regulations that are applicable to the transactions performed on the front line.
• Serve as vault teller for the branch, which includes ordering cash, verifying cash received, filling cash orders for CCRs, maintaining full vault security and balancing vault cash nightly ensuring cash limits are followed. Perform required drawer audits. Also includes daily balancing of ATM and the periodic balancing of traveler’s and gift cards. Ensure dual control and dual custody procedures are followed. 
• Approve customer exceptions and overrides when deemed necessary.
• Investigate teller losses and institute corrective flow of work.
• All duties will be conducted with a high level of customer information security and confidentiality
• Other duties may be assigned as necessary.

Marginal Functions:

• Assist with duties of the new accounts/deposit services representative as assigned. 

This class specification should not be interpreted as all-inclusive. It is intended to identify the essential functions and requirements of this job. Individuals may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an individual be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the individual when possible.

SUPERVISORY RESPONSIBILITIES:

• Employee supervises ten or fewer employees. 

Requirements

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

Education and/or Experience:

High school diploma or equivalent and at least two years teller/head teller experience or a college degree is required.

 Broad knowledge of the bank’s products and services is required; complete understanding of all appropriate regulatory compliance is required.

Compliance Knowledge:

Ability to demonstrate general knowledge of Fair Lending Laws, the Bank Secrecy Act/USA Patriot Act, Privacy laws and regulations, as well as consumer protection deposit laws and regulations; including, but not limited to, Expedited Funds Availability Act, Electronic Funds Transfer Act, and Truth-in-Savings Act. 

General knowledge of information security is required. This includes understanding the importance of safekeeping confidential customer information, understanding and acknowledgement of Bank policies in relation to information security, and maintaining safety in the Bank’s network.

Sales & Service Skills:

Employee must demonstrate thorough knowledge of Marquette products/services and apply that knowledge to solve customer problems appropriately and effectively. Must also be fully versed/comfortable with the sales process to cross-serve those customers.

Language Skills:

Ability to read and interpret documents such as safety rules, instructions, and procedure manuals. Ability to speak effectively with employees and customers of the bank. 

Equipment/Tools Skills:

The employee must have the ability to use standard office equipment. Computer skills required; must be proficient in Microsoft Office products.

Mathematical Skills:

Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals. Must have the ability to balance and make mathematical computations with accuracy. 

Reasoning Ability:

Ability to apply common sense understanding to issues and carry out both detailed and uninvolved written or oral instructions.

Ability to handle both positive and negative correspondence with an ability to demonstrate a high level of decision making.

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit, stand, walk, talk, hear and to use hands to finger, handle, or touch.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. 

WORK ENVIRONMENT:

The noise level in the work environment is consistently moderate. The employee will occasionally perform work/job related traveling.

Employee in this position will be required to work in an indoor environment and come in direct contact with staff and customers.

This class specification should not be interpreted as all-inclusive. It is intended to identify the essential functions and requirements of this job. Individuals may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an individual be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the individual when possible.

Marquette Savings Bank is a 117-year-old financial institution headquartered in Erie, PA with branch offices throughout Erie and Crawford Counties. Marquette is an Equal Opportunity Employer, and we actively recruit, and seek to hire, retain, and promote a diverse workforce; we are an equal opportunity employer of protected veterans and individuals with disabilities.