at Foresight Financial Group in Lena, Illinois, United States
Job Description
Organization Overview:
Lena State Bank is Stephenson County’s oldest and Illinois’ 10th oldest financial institution. We take pride in the tradition of providing friendly, personalized service and convenient full-service banking. Lena State Bank is a subsidiary bank of Foresight Financial Group, Inc., which also includes German American State Bank, State Bank of Davis, State Bank Freeport, Northwest Bank of Rockford, and State Bank of Herscher.
Position Summary:
The Customer Service Representative is responsible for assessing and handling Customers’ banking needs, cross-selling products, proactive business development and sales calling programs. This position also performs Customer Service duties for deposit account customers and assists with online banking functions, debit cards and various other services ensuring that the customer needs are met. May perform other miscellaneous duties as required.
Primary Responsibilities:
- Opens new accounts and makes account changes for checking, savings, money market, HSA’s, IRA’s and issues certificates of deposit, opening safe deposit accounts and prepares necessary documentation.
- Services existing deposit accounts, resolving problems, answering questions, assisting with closing accounts, and providing guidance and assistance.
- Assist customers with a variety of special services such as direct deposit, ACH, sweeps, wire transfers, stop payments, account reconcilement, check orders, notary services, debit cards, digital deposit, cash management, and internet banking etc.
- Take responsibility for a customer’s inquiry and follow-up to ensure with customer that an accurate response was given and the customer is satisfied with the information (“Own the Problem”).
- Assists with answering phones, ensuring calls are answered within two rings.
- Interviews customers to determine their needs and recommends products and/or services as appropriate.
- Communicate sales promotions and cross sell products and services based on customer needs and inquiries.
- Assist with special projects.
- Knowledge and understanding of current banking regulations, which includes but is not limited to the following: Bank Secrecy Act, Reg CC (Funds Availability), Anti-Money Laundering, NACHA ACH Rules.
- Understands the confidential nature of the banking industry and adheres to company policies for protecting customer’s private information.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Competencies:
Customer Service: Greets customers promptly and courteously; Provides efficient and accurate customer service; Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.
Communicator: Effective written and oral communication skills, speaking clearly, effectively listening, and clearly writing.
Quality: Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve product/service.
Teamwork: Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Supports everyone's efforts to succeed.
Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Maintains Integrity; Accepts responsibility for own actions.
Technical: Fluency in Microsoft Office (Word, Excel and PowerPoint). Knowledge of retail banking products, services, policies, procedures and regulations.
Performance Standards:
Complete all work with 100% accuracy.
Complete regular tasks on time according to bank schedule.
Resolve customer issues or make contact within 48 hours
Performance Weightings:
50% Competencies
50% Position Performance Standards and Personal Goals
Qualifications:
HS Diploma or equivalent required. Minimum 3-5 years prior retail banking experience strongly encouraged.
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