Stockman Bank of Montana CUSTOMER SERVICE REPRESENTATIVE in Conrad, Montana
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.
Education, Experience and Certification Requirements
Note: Only minimum responsibilities are listed. Other responsibilities may be required as requested by management.
Strong commitment to providing exceptional customer service.
High School diploma or equivalency.
Ten key proficiency.
Previous computer experience.
Previous Bank Operations knowledge and skills.
1-2 years previous financial institution/customer service experience
Previous experience using ITI Teller Platform.
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
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
Spot sales opportunities and cross-sell other Bank services as they arise.
Refer potential clients to the Investment Center.
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.
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.
Federal Regulations: Teller/CSR
Maintain a working knowledge of Bank's written policies and procedures that apply to and pertain to 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.
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
Constant lifting/carrying up to 10 lbs. Required to hear, talk, write, read, reach, stretch, along with keyboarding and computer entry. Work within time constraints with the needed ability for task management and flexibility and perform routine duties with attention to detail. Abilities used/required on the job are mathematics, memory, reasoning, estimating, problem-solving and exercising judgment.
Frequently lift or carry up to 25 lbs. Stand, walk or sit, while requiring oral and written communications with co-workers, customers and transactions, with guidance available.
Occasionally stoop, kneel, crouch or crawl.
Infrequently climb (up ladders, etc.), balance (to reach items) or drive a car.
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.)
Constantly work with others, around others, with co-workers in other departments or branches and with customers and the general public in person and via telephone. Constantly work indoors, in confined areas with the risk of electrical shock.
Frequently work around noise (moderate level). The employee must have the ability to focus on task, and customers, disregarding the sounds of machines, conversations of others, music, phones etc., in a confined area.
Infrequently work alone and also work near moving objects. Infrequently exposed to outdoor weather conditions.
Company Functions and Expectations:
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.
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.
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.
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-
Strives for outstanding, professional and courteous service to our customers and anyone who visits our facility.