Position: Customer Service Representative I

Reports to: Branch Manager

Indirectly Reports to: City Executive/Branch Operations Manager

Reports to this position: None

FLSA Status: Non-Exempt

Role Summary:

Perform a variety of customer services such as: opening new customer accounts, selling retail Bank products and services, reconciling accounts, servicing existing accounts and providing information about Bank services and help resolve account-related problems to meet customer needs.

Specific Job Functions (Duties/Responsibilities):

• Perform all duties associated with opening, maintaining and closing Bank retail accounts per Bank policy guidelines.
• Actively sell and cross-sell Bank products and services in a professional manner. Display enthusiasm for Bank products and services. Maintain up-to-date knowledge of all Bank products and services. Identify customer needs and encourage use of Bank products and services.
• Assist customers with information requests or problem resolution in a timely, professional manner.
• Communicate effectively with customers and potential customers as well as with internal Bank contacts.
• Insure compliance with all legal and regulatory mandates as well as all Bank policies and procedures.
• As required, may function as a backup Teller and/or backup Loan Officer Assistant.
• Prepare miscellaneous control reports related to customer service role or branch operations.
• Perform other duties as assigned.

JOB REQUIREMENTS:

Knowledge/Skills/Abilities Required:

• Knowledge of community bank retail services and all such Southern Bank services.
• Knowledge of legal and regulatory requirements for Bank transactions and depository accounts activities.
• Ability to identify customer needs and sell Bank services.
• Excellent customer service skills including ability to handle difficult customer situations while remaining calm.
• Ability to pay attention to detail and concentrate in spite of distractions.
• Ability to make sound decisions and use good judgment based on Bank policy and procedure guidelines.
• Effective oral and written communication skills.
• Maintain a professional appearance and work area.

Education/Experience requirements:

• High School diploma or general education degree (GED) or equivalent.

• Previous community Banking experience with new accounts preferred.
• One to two years of previous experience in customer contact or sales roles preferred.

• Capable user of standard office equipment/software applications.