Lead Customer Service Representative
Company: First Financial Bank
Posted on: January 7, 2019
We do the right things, right now. We do them in a way that is relevant to our clients. Become a part of our history as it continues to be written! If you are interested and qualified for this role, we invite you to apply. The Lead Customer Service Representative (LCSR) reports to the Relationship Manager and is responsible for assisting the Relationship Manager in the achievement of specified banking center and banking center team performance goals, including deposit growth, loan growth, and fee income. The LCSR will lead a dynamic teller team in championing the First Financial Bank Experience. By focusing on the client and by doing the right thing with every client, every time. The LCSR will utilize strong communication/interpersonal skills to cultivate customer relationships and initiate referrals. The LCSR will collaborate with Relationship Bankers and Relationship Managers to cross-sell bank products and services. The LCSR acts as the operational lead within the banking center and is responsible for conducting a variety of financial transactions as well as creating an exceptional client experience with each and every client. The LCSR will maintain the integrity of banking center operations by providing both operational and risk management support. The LCSR is responsible for fostering a team-oriented environment and will provide support to the BDM and RM to build and be part of a high performing team. The LCSR provides training and coaching to the team both in delivering exceptional client service, and in all operational policies and processes. The LCSR will act as the leader in the banking center during the absence of the BDM and the RM. The LCSR will partner with the Relationship Manager and be responsible for supporting the team when needed. The LCSR will have strong community alliances and integrate into the communities they serve. The LCSR is responsible for adherence to all compliance and regulatory procedures. Including, but not limited to: BSA, Check 21, CIP, CRA, HMDA, Reg B, Reg D, Reg E, Reg CC, Truth in Savings, Privacy Compliance and the Patriot Act. Essential Functions/Responsibilities:* Will have direct ownership of the Teller line performance results* Responsible for overall banking center operations such as:* Process financial transactions on a daily basis such as open new accounts as deemed necessary my management* Research Retail Associates cash outages* May be utilized at manager's discretion to participate in coaching and observing branch associates when running a Teller window.* Conduct audits as cash drawers* Monthly reporting to Branch Administration* May be responsible for appropriately staffing the Teller line* Manage branch cash limits* Daily activities that align with The First Financial Bank Experience (FFB Experience), including but not limited to:* Ensuring that all associates are delivering a quality client experience.* Deepen and expand relationships of clients by increasing their knowledge of the client.* Send client thank you notes every day.* Spend time daily increasing their knowledge base about FFB products and services.* Support activities to onboard new clients.* Assist BDM/RM in leading daily huddles.* Conduct a number of client appointments weekly, as set forth by market management.* Identify Work/Life Opportunities.* Compliance: Ensure adherence to policies and procedures and that regulatory compliance standards are met by all staff. Complete required audits.* Coaching: Work with Teller team to meet expectations of the FFB Experience. Demonstrate successful referral practices. Mentor team and help resolve customer issues. Give direction and feedback to others to increase their knowledge and performance.* Training: Direct onboarding of new Tellers. Conduct training sessions for staff on new policies, products and procedures.* Other duties as assigned Minimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the Job:* 2-3 years of demonstrated prior success with achievement of performance goals.* Previous experience as an operational leader is desired.* Experience in training new retail banking associates is desired.* High school diploma or general education degree (GED) required.* Associate's or Bachelor's degree and/or equivalent Banking work experience preferred.* 2-3 years related experience and/or training; or equivalent combination of education and experience. Physical Requirements:* Occasionally lifts and carries up to 50 lbs.* Frequently lifts and carries up to 10 lbs.* Frequently sits, stands, walks and drives. Compliance Statement: The associate is responsible for meeting all compliance requirements imposed on First Financial Bank by State and Federal law and regulation, as well as all related First Financial Bank policies and procedures. This includes all Bank Secrecy Act, Anti-Money Laundering, OFAC and Suspicious Activity reporting requirements, as well as all other lending and deposit compliance requirements. It is our policy to not discriminate against any individual in violation of federal, state, and local laws as it relates to age, race, color, religion, national origin, sex, marital status, pregnancy, gender identity, disability, sexual orientation, genetic information, veteran/military service, or any other characteristic protected by law.
Keywords: First Financial Bank, Hamilton , Lead Customer Service Representative, Sales , Hamilton, Ohio
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