181st St, New York, NY
Pay Range: $27.03/hr - $33.75/hr ... The Senior Customer Service Representative (Sr. CSR) is responsible for providing sales and service support to the branch by acquiring new clients, offering suitable products/services that add value to the customer, performing branch/platform related functions, and processing account maintenance transactions. The Sr. CSR conducts business ethically, thoroughly communicating to current and prospective clients the facts and features of the various products, accounts, and services that Apple Bank has to offer. The incumbent also opens new accounts, processes monetary transactions (when necessary), resolves customer issues, and builds relationships based on trust. The incumbent recommends solutions based on the needs of the client and refers them to a licensed representative of ABS Associates of NY, Inc. when appropriate. This position builds mutually beneficial and long-term relationships by providing the customer with a positive experience, as well as exceeding service expectations.
Essential Duties & Responsibilities
• Fulfill customer needs by resolving service-related issues efficiently; provide an excellent customer experience during all interactions.
• Meet customer expectations in terms of accuracy and timeliness in a professional manner.
• Establish, retain, and deepen relationships with potential and existing customers to achieve team sales goals.
• Use broad knowledge of Apple Bank’s products and services to appropriately meet client needs.
• Engage in discussions with customers to understand their needs in order to provide relevant solutions.
• Recognize sales opportunities and offers suitable bank products and services that add value to new and existing clients; refer clients to licensed representatives of ABS Associates of NY, Inc. when appropriate
• Assist with complex service issues/transactions.
• Process monetary and file maintenance transactions accurately.
• Communicate rules and regulations to customers including information related to FDIC protection, upon the opening of new accounts.
• Comply with regulatory, security, and audit procedures and policies.
• Adhere to the Bank’s Code of Conduct and operational controls to ensure the safety and security of the client, as well as Bank assets.
• Protect the Bank against loss by ensuring that all new account procedures comply with CIP and BSA requirements.
• Ensure records are accurate and maintain records of incomplete, incorrect, or outstanding customer files to ensure proper follow-up.
• Perform non-CSR duties on a periodic basis, including working/operating Teller window.
• Mentor newly hired CSRs, imparting knowledge regarding products and services that the Bank has to offer.
• Assist in the opening and closing of the vault.
• Ensure the customer area of branch is kept orderly and properly supplied (deposit and withdrawal tickets, ATM envelopes, changing rate boards and dates on writing desks, etc.)
• Build or maintain technical and professional knowledge by attending educational workshops and training.
• Perform other duties as requested.
Skills, Education, & Experience
• High School Diploma or GED required.
• 3+ years of experience in a customer service or sales role, preferably in the banking, financial, or insurance industries.
• Retail bank customer service or prior banking experience preferred.
• Prior experience in fostering and developing strong customer relationships.
• General understanding of bank operations (risk, compliance, fraud, loss, etc.) required.
• Ability to present in a professional demeanor to customers.
• Excellent communication (verbal + written) and interpersonal skills.
• Effective problem-solving skills and thinks “outside of the box”.
• Must have professional phone skills.
• Highly organized and detail oriented.
• Must have strong computer skills and an ability to adapt to evolving technology advancements.
• Displays willingness to be cross trained in other branch functions.
• Must be available to work weekends and extended hours or at neighboring branch locations when needed.
• Ability to work well with others.
• Display sound judgment and discretion when utilizing confidential information.
Visa sponsorship not available.
We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes
