Customer Service Representative
Position Title: Customer Service Representative 2Business Unit: RetailReports To: Varies Based on AssignmentPosition Overview:This position is primarily responsible for providing timely and courteous service to every customer, promoting the sales and referral process, providing customers with professional paying and receiving services, maintaining daily transactions and balancing to them according to established standards, performing various operational duties and opening, processing and servicing deposit accounts and loan products. The incumbent provides the highest quality of service to every customer.Primary Responsibilities:Promotes the sales referral process by pro-actively greeting customers, identifying customer service and product needs, making appropriate referrals and assisting in the selling and cross-selling of Bank products and services to meet the banking needs of customers in a courteous and professional manner. Identifies and achieves individual weekly referral goals set by the Branch Manager.Provides timely and courteous service by processing paying and receiving transactions in a professional and efficient manner, answering customer questions and referring customers to the proper department in such a manner that customer and department feedback is positive.Performs various operational duties such as balancing traveler checks and money order settlement, balancing the ATM, monitoring video camera operations, balancing official check settlements, ordering Deluxe checks and deposits, ordering office supplies and maintaining the security checklist accurately and timely, etc.Maintains daily transactions and balances to them according to established schedule by researching outages and balancing a drawer accurately and timely without assistance.Processes deposit accounts by obtaining required documents from the customer, inputting data into the computer and preparing appropriate paperwork to open or close account according to established policies and procedures accurately and timely.Processes loan products by obtaining all documentation needed for approval such as a credit report, title search and collateral evaluation forwarding documentation to Credit Support for the processing of documents and distributing loan proceeds.Performs Teller operational duties by conducting paying and receiving activities and processing work while maintaining audit standards, security and control functions to protect the Bank for loss.Coordinates the operational functions of Tellers by scheduling work, providing direction, monitoring workflow, assisting with balancing transactions, maintaining daily cash items and approving and cashing negotiable instruments within pre-approved limits, vault and teller cash drawer amounts.Oversees compliance with regulations and Branch operational policies and procedures by performing audits relating to cash, performing weekly Monetary Instrument Log (MIL) reports on money orders and official checks, conducting branch security checks of alarm and video systems and completing required reports according to established policies, procedures and regulations accurately and timely.Performs other related duties and projects as assigned.All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by FNB Corporation's risk management program.F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.Minimum Education:High School or GEDMinimum Years Experience:3Special Skills:Excellent customer service skillsExcellent communication skills, both written and verbalExcellent organizational, analytical and interpersonal skillsDetail-orientedAbility to use a personal computer and job-related softwareMS Word - Basic LevelMS Excel - Intermediate LevelMS PowerPoint - Basic LevelExperience in a related position. Knowledge of banking policies, procedures consumer products and services. Sales and customer service skills.Special Licenses and Certificates:Nationwide Mortgage Licensing System and Registry Identifier preferred but will be required.Physical Requirements:N/AF.N.B. Corporation provides equal employment opportunity to qualified persons regardless of race, color, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or other category protected by law.