Customer Service Representative I

*Position is not eligible for remote work.

Job Code CSR I	Job Family	Supervisory No
Job Description Title External

Job Summary

The Customer Service Representative will interact directly with new and existing customers to establish and maintain relationships. This position will greet customers, discuss products and services, build customer profiles, open and disclose accounts, and provide appropriate follow-up. The Customer Service Representative responds to customer inquiries via telephone and face-to-face meetings. This position may be required to work into a Saturday rotation.

Essential Functions, Duties and Responsibilities include, but are not limited to:

Greets customers entering the location

Opens new accounts for new and existing customers

Assists customers with routine account related requests, including fund transfers and stop payments

Answers customer inquiries involving bank products and services as well as customer-related policies and procedures

Researches and resolves customer issues, serving as liaison between departments

Promotes and recommends other products and services based on customer needs

Assists customers with requests, such as providing check copies and printed statements

Gathers and maintains up to date customer information, including addresses, phone numbers, and e-mail addresses

Performs work under general supervision

Education, Experience and Qualifications

Education

Required/Preferred	Education Level	Description
Required	High School or GED

Years of Experience

Minimum	Comments
1	One (1) year of teller and/or customer service representative experience required

License / Certification

Required/Preferred	License / Certification	Description
Required		Independence Bank Teller Certification within 6 months

Additional Qualifications

Requires completion of Teller Fundamentals and Teller Level Up training within three (3) months

Requires completion of CSR Foundations training within three (3) months

Core Competencies

Strong customer service skills

Ability to maintain confidential information

Oral communication skills

Problem solving and situational judgment skills

Time management skills

Organizational skills

Clerical and administrative skills

Working Conditions

Indoors, environmentally controlled. Usual office working conditions. The noise level in the work environment is typical of most office environments with telephones, personal interruptions, and background noises.

Travel Requirements

Requirement	Frequency
No travel required	Never or Rarely

Mandatory Vacation

Position requires incumbents to be off work for a minimum of five consecutive business days

Physical Requirements

Requirement	Frequency
Sitting (remaining in a seated position)	Frequently
Standing (remaining on one’s feet in an upright position without moving about)	Frequently
Walking (moving about on one’s feet)	Frequently
Lifting (raising or lowering an object from one level to another)	Occasionally
Carrying (transporting an object, usually by holding it in the hands or arms or on the shoulder)	Occasionally
Pushing/Pulling (exerting force upon an object so that the object moves away or toward the force)	Occasionally
Reaching (extending hand(s) and arm(s) in any direction, such as overhead, below waist, forward or lateral)	Occasionally
Keyboarding (entering text or data using computer keyboard or 10-key numeric keyboard)	Constantly
Pinching/Gripping (seizing, holding, grasping, turning or otherwise working with the hand(s) or fingers)	Occasionally
Stooping (bending downward and forward by bending spine at the waist)	Occasionally
Squatting/Crouching (bending body downward and forward by bending legs and spine)	Occasionally
Kneeling (bending legs at knees to come to rest on knee(s))	Never or Rarely
Crawling (moving about on hand and knees or hands and feet)	Never or Rarely
Climbing (ascending or descending ladders, stairs, ramps)	Never or Rarely
Speaking (expressing or exchanging ideas by means of the spoken word to impart oral information to customers and to convey detailed spoken instructions accurately, loudly, or quickly)	Constantly
Hearing (the ability to hear, understand, and distinguish speech, either in person or telephonically)	Constantly
Near Visual Acuity (clarity of vision at approximately 20 inches or less)	Constantly
Far Visual Acuity (clarity of vision at approximately 20 feet or more)	Frequently

Additional Physical Requirements

May require lifting up to 20 pounds

Customer Service Representative - Paducah, KY