CUSTOMER SERVICE REPRESENTATIVE SUPERVISOR

Vision

Our people, philosophy and the way we do business have positioned Stockman Bank as Montana’s premier financial center for business leaders, agriculture operators, commercial developers and real estate owners. We are a Montana-born company, built on western values, focused on creating long-standing relationships through integrity, expertise and results. Our offices are locally managed and community-oriented, allowing us to best serve our customers. Our workforce is well trained and competent and our work environment encourages productivity, personal growth and job satisfaction.

Position General Responsibilities:

This position is the Office’s front line with regard to New Accounts and Customer Service. It requires extensive product knowledge to support frequent customer contact in the development of new business through the servicing of requests, calling on existing customers, identification and calling on potential customers, and representing the Bank in community activities. Responsible for the merchant program and other duties as assigned.

Employees Supervised:

Customer Service Representatives

Education, Experience and Certification Requirements

Note: Only minimum responsibilities are listed. Other responsibilities may be required as requested by management.

Basic Qualifications:

1. Strong commitment to providing exceptional customer service.

2. High School diploma or equivalency.

3. Ten key proficiency.

4. Previous computer experience.

5. 1-2 years previous financial institution/customer service experience

6. Strong communication and organizational skills.

Preferred:

1. Previous Bank Operations knowledge and skills.

Dimension of Job:

The position requires a thorough knowledge of all types of accounts, services and products offered and sold. The Customer Service Representative (CSR) will have extensive in-person and telephone contact and is to conduct relationships in a manner that will enhance the professional, community focused and overall marketing effort of the Bank.

Position Specific Responsibilities, Duties and Competencies

1. Supervision:

a. Supervise new accounts personnel and receptionist for the branch.

b. Assist with training of customer service personnel as needed.

c. Establish clear performance expectations and conduct annual review of CSR staff.

d. Responsible for quality customer service delivery of all CSR staff.

e. Refer operational issues/concerns to Operations Officer as needed.

2. New Accounts/Sales/Service:

• Maintain an extensive knowledge of deposits, loan and on-deposit services offered by Stockman Bank by studying product information, bulletins, regulations and updates. Attend periodic training sessions and stay abreast of new procedures, marketing techniques, rules and regulations.
• Sell multiple financial products and services to new and existing customers by assessing customer needs and determining which financial services can best satisfy those needs. Products include but are not limited to:

* Transaction Accounts * Safe Deposit Boxes

* IRA’s * Trusts

* Savings Accounts * Direct Deposit Enrollment

* ATM Cards * Wire Transfers

• Credit Cards

• Spot sales opportunities and cross-sell other Bank services as they arise.
• Refer potential clients to the Investment Center.

3. Administration:

• Resolve customer account problem(s) at the request of either the customer or employee.
• Gather and verify data or information for reports, in response to problems or inquiries.
• Correct, clarify or settle differences or discrepancies in accounts detected internally or brought to the Bank’s attention by customers.
• Be aware of all new deposit account and closed account activity.
• Observe and enforce all Bank policies and procedures.
• Assist with answering incoming calls as necessary.
• Monitor and direct lobby traffic.
• Update deposit rates and lobby PC display.
• Preparation of documentation for all deposit accounts.
• Accept wires, transfers, stop payments, change of addresses; order checks, ATM and debit cards, balance checkbooks, etc.
• Maintain temporary signature cards/W-8’s/W-9’s
• Send “Thank you” notes for new accounts as defined by management or those identified directly.

4. Sales/Public Relations:

• Promote the improvement of Stockman Bank through quality customer service, promotion of products, professionalism in conduct and diligent work ethic.
• Greet all customers pleasantly and make them feel welcome and comfortable.
• Handle transactions quickly and professionally.
• Effectively handle customer questions and problems.
• Spot sales opportunities and refer business consistently.
• Cross-sell other Bank services whenever the opportunity arises.
• Keep up-to-date on pricing and products.
• Relay customer comments and/or complaints to the Supervisor/Branch Manager.

5. Operations Assistant:

• Manage the branch’s overdraft list, review non-posts, returned items and assist with resolving other issues for the Operations Department in Miles City on a daily basis.
• Assist with training material preparation and presentation for various operations issues.
• Oversee branch audit functions by maintaining the Branch Ops Officer Manual.
• Assist the Senior Operations Officer in the day-to-day monitoring of operational and technological issues.
• Provide assistance to Senior Operations Officer in assessing Security procedures at each branch; providing periodic training to branch personnel.

6. Federal Regulations:

• Maintain a working knowledge of Bank's written policies and procedures that apply to and concern this position’s area of responsibility, including general regulations such as the Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and various other Federal and State regulations as they apply.

Physical and Mental Demands (The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Occasionally = 0-33% of shift Frequently = 34-66% of shift Constantly = 67-100% of shift

1. Constant lifting/carrying up to 10 pounds. Constantly required to sit, hear, talk, write, read, keyboard/computer entry, reach, stretch, work under time constraints with needed ability for task management flexibility and to perform routine duties with attention for details. Constant abilities used/required on the job are mathematics, memory, reasoning, estimating, problem-solving and exercising judgment.

2. Frequently lift and/or move up to 25 pounds. Interactions with customers will require oral and written communications with customers and transactions with guidance available.

3. Occasionally stand, walk, stoop, kneel, crouch, climb (up ladders, etc.), balance (to reach items) or crawl.

4. Infrequently drive a car or work extended hours.

5. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Work Environment (The work environment characteristics described here are representative of those an employee will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

1. Constantly works with others, around others and with customers and the public. Constantly works indoors, in confined areas and is exposed to the risk of electrical shock.

2. Frequently works around noise (moderate level). The employee must have the ability to focus on tasks and customers while hearing teller machines, conversations of others, coin sorter, music, phones etc., in a confined area.

3. Infrequently the employee works alone and also works near moving objects. The employee is also infrequently exposed to outdoor weather conditions.

Company Functions and Expectations:

Technical Knowledge

Has the technical knowledge and analytical skills to fulfill job duties in a positive manner. Keeps abreast of new and changing developments in industry/field especially as it pertains to the individual’s position. Has the ability to analyze situation and react accordingly.

Communication

Expresses information/thoughts clearly and concisely in both written and verbal form. Keeps communication channels open with subordinates and supervisors. Responds promptly to calls or inquiries in a courteous and professional manner. Communication is effective and efficient.

Organization/Planning

Establishes priorities, sets goals and meets deadlines in an accurate and efficient manner. Organizes overall workflow and working area. Quickly identifies problems, makes timely decisions and notifies affected personnel. Plans effectively to ensure timely completion of duties.

Team Work/Professionalism

Is willing to assist others to ensure deadlines are met. Provides assistance to less experienced personnel when needed. Informs appropriate personnel of significant issues in a timely manner. Works well in group environment and with supervisor. Models professionalism by addressing others with appropriate actions and appearance within professional boundaries.

Customer Service Culture

Employees will strive for outstanding, professional and courteous service to our customers and anyone who visits our facility.