Customer Service Representative I
Company Name:
Great Southern Bank
Job Responsibilities
Under general supervision, but following established policies and procedures, as well as all applicable banking laws and regulations, including BSA and AML, answers and responds to routine customer inquiries, questions, and complaints via telephone and/or mail. Handles a variety of clerical tasks that can be performed at the assigned workstation.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Answers incoming calls, ascertains caller's needs and/or the subject of their calls, and provides assistance to the customer as needed. This duty is performed about 55% of the time.
2. Maintains a strong working knowledge of the Jack Henry system (IVR, FI Management, MFA-online banking, Deluxe OrderPro, Synapsys, Gift/Travel Card website, and Synergy), routinely using the system to answer customer calls. This duty is performed about 10% of the time.
3. As needed, will research customer problems concerning fee errors, disputed transactions, check orders, and misapplied payments. This duty is performed about 10% of the time.
4. Maintains a log of all calls and corresponding follow-up. This duty is performed about 5% of the time.
5. Refers more difficult or complex problems to the Lead Customer Service Representative or Customer Service Manager as directed. This duty is performed about 5% of the time.
6. May review accounts for possible fraud activity. This duty is performed about 5% of the time.
7. Maintains a professional and courteous demeanor while working with all customers (internal and external). This duty is performed about 5% of the time.
8. Researches and resolves customer disputes with supervisor guidance. This duty is performed about 5% of the time.
9. Perform any other related duties as required or assigned.
Minimum Education & Other Requirements
To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION AND EXPERIENCE
Mental alertness and adaptability to office and field area work routines. Equivalent to four years high school or GED, with particular emphasis during high school in office skills, shop skills, or others, plus 0 to 6 months related experience or training. Or equivalent combination of education and experience.
COMMUNICATION SKILLS
Ability to read and understand simple instructions, short correspondence, notes, letters and memos; Ability to write simple correspondence.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply and divide numbers. Ability to perform these mathematical skills using money and other forms of measurement.
CRITICAL THINKING SKILLS
Ability to use common sense understanding in order to carry out simple multi-step instructions. Ability to deal with standardized situations with limited variables.
REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS
Not indicated.
PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS
Not indicated.
SOFTWARE SKILLS REQUIRED
Basic: Alphanumeric Data Entry, Database, Spreadsheet, Word
INITIATIVE AND INGENUITY
SUPERVISION RECEIVED
Under immediate supervision, with short assignments of work at frequent interval with regular check of work.
PLANNING
Limited responsibility with regard to general assignments in planning time, method, manner, and/or sequence of performance of own work operations.
DECISION MAKING
Performs work operations which permit frequent opportunity for decision-making of minor importance and which would not only affect the operating efficiency of the individual involved, but would also affect the work operations of other employees and/or clientele to a slight degree.
MENTAL DEMAND
Minimum mental demand. Operations requiring little attention and repeated successively at short intervals or non-repetitive, but of such a nature as to require little directed thinking.
ANALYTICAL ABILITY / PROBLEM SOLVING
Repetitive. Activities or duties using a pre-determined set of processes or directions coupled with nearby supervision. Learned things in situations where choice is simple or patterned.
SUPERVISORY RESPONSIBILITIES
No supervision.
RESPONSIBILITY FOR FUNDS, PROPERTY and EQUIPMENT
Ordinarily has little, if any, association with funds, supplies, equipment or other property where there would exist any appreciable opportunity for damage, misappropriation, or other monetary loss.
ACCURACY
Probable errors of internal scope readily detected in normal course of work by standard check or routine crosscheck within a single department or office. Errors resulting from inaccuracy would create minor confusion, delay or expense to correct the situation.
ACCOUNTABILITY
FREEDOM TO ACT
Established. Specific, detailed processes and instructions with immediate supervision.
ANNUAL MONETARY IMPACT
None. Job does not create any dollar monetary impact for the organization.
IMPACT ON END RESULTS
Modest impact. Job has some impact on the organizations end results, but still from an indirect level. Provides assistance and support services that facilitates decision making by others.
PUBLIC CONTACT
Occasional routine contacts with persons outside the organization. This would include contacts with suppliers, mail service, etc.
EMPLOYEE CONTACT
Contacts occasionally with others beyond immediate associates, but generally of a routine nature. May obtain, present or discuss data, but only as pertains to an immediate and specific assignment. No responsibility for obtaining cooperation or approval of action or decision.
USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS
Regular use of complex machines and equipment (desktop/laptop computer and software, road and production machines and equipment, etc.)
WORKING CONDITIONS
Normal working conditions as found within an office setting, wherein there is controlled temperature and a low noise level, plus a minimum of distractions.
ENVIRONMENTAL CONDITIONS
The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
PHYSICAL ACTIVITIES
The following physical activities 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 and expectations.
Highly repetitive, low physical. Highly repetitive type of work which requires concentration in the performance of tasks for consistent time cycles as prescribed by the tasks.
While performing the functions of this job, the employee is regularly required to sit, use hands to finger, handle, or feel, talk or hear; occasionally required to stand, walk, climb or balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision; and color vision.
Great Southern Bank is an Equal Employment Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.
Department: Customer Service
City, State: Springfield, MO
Work Schedule: Monday - Friday; rotating Saturdays
Shift Schedule: 7:00 am - 7:00 pm
Hours Per Week: 40 hours
Job Grade: 02Estimated Salary: $20 to $28 per hour based on qualifications.
Great Southern Bank
Job Responsibilities
Under general supervision, but following established policies and procedures, as well as all applicable banking laws and regulations, including BSA and AML, answers and responds to routine customer inquiries, questions, and complaints via telephone and/or mail. Handles a variety of clerical tasks that can be performed at the assigned workstation.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Answers incoming calls, ascertains caller's needs and/or the subject of their calls, and provides assistance to the customer as needed. This duty is performed about 55% of the time.
2. Maintains a strong working knowledge of the Jack Henry system (IVR, FI Management, MFA-online banking, Deluxe OrderPro, Synapsys, Gift/Travel Card website, and Synergy), routinely using the system to answer customer calls. This duty is performed about 10% of the time.
3. As needed, will research customer problems concerning fee errors, disputed transactions, check orders, and misapplied payments. This duty is performed about 10% of the time.
4. Maintains a log of all calls and corresponding follow-up. This duty is performed about 5% of the time.
5. Refers more difficult or complex problems to the Lead Customer Service Representative or Customer Service Manager as directed. This duty is performed about 5% of the time.
6. May review accounts for possible fraud activity. This duty is performed about 5% of the time.
7. Maintains a professional and courteous demeanor while working with all customers (internal and external). This duty is performed about 5% of the time.
8. Researches and resolves customer disputes with supervisor guidance. This duty is performed about 5% of the time.
9. Perform any other related duties as required or assigned.
Minimum Education & Other Requirements
To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION AND EXPERIENCE
Mental alertness and adaptability to office and field area work routines. Equivalent to four years high school or GED, with particular emphasis during high school in office skills, shop skills, or others, plus 0 to 6 months related experience or training. Or equivalent combination of education and experience.
COMMUNICATION SKILLS
Ability to read and understand simple instructions, short correspondence, notes, letters and memos; Ability to write simple correspondence.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply and divide numbers. Ability to perform these mathematical skills using money and other forms of measurement.
CRITICAL THINKING SKILLS
Ability to use common sense understanding in order to carry out simple multi-step instructions. Ability to deal with standardized situations with limited variables.
REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS
Not indicated.
PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS
Not indicated.
SOFTWARE SKILLS REQUIRED
Basic: Alphanumeric Data Entry, Database, Spreadsheet, Word
INITIATIVE AND INGENUITY
SUPERVISION RECEIVED
Under immediate supervision, with short assignments of work at frequent interval with regular check of work.
PLANNING
Limited responsibility with regard to general assignments in planning time, method, manner, and/or sequence of performance of own work operations.
DECISION MAKING
Performs work operations which permit frequent opportunity for decision-making of minor importance and which would not only affect the operating efficiency of the individual involved, but would also affect the work operations of other employees and/or clientele to a slight degree.
MENTAL DEMAND
Minimum mental demand. Operations requiring little attention and repeated successively at short intervals or non-repetitive, but of such a nature as to require little directed thinking.
ANALYTICAL ABILITY / PROBLEM SOLVING
Repetitive. Activities or duties using a pre-determined set of processes or directions coupled with nearby supervision. Learned things in situations where choice is simple or patterned.
SUPERVISORY RESPONSIBILITIES
No supervision.
RESPONSIBILITY FOR FUNDS, PROPERTY and EQUIPMENT
Ordinarily has little, if any, association with funds, supplies, equipment or other property where there would exist any appreciable opportunity for damage, misappropriation, or other monetary loss.
ACCURACY
Probable errors of internal scope readily detected in normal course of work by standard check or routine crosscheck within a single department or office. Errors resulting from inaccuracy would create minor confusion, delay or expense to correct the situation.
ACCOUNTABILITY
FREEDOM TO ACT
Established. Specific, detailed processes and instructions with immediate supervision.
ANNUAL MONETARY IMPACT
None. Job does not create any dollar monetary impact for the organization.
IMPACT ON END RESULTS
Modest impact. Job has some impact on the organizations end results, but still from an indirect level. Provides assistance and support services that facilitates decision making by others.
PUBLIC CONTACT
Occasional routine contacts with persons outside the organization. This would include contacts with suppliers, mail service, etc.
EMPLOYEE CONTACT
Contacts occasionally with others beyond immediate associates, but generally of a routine nature. May obtain, present or discuss data, but only as pertains to an immediate and specific assignment. No responsibility for obtaining cooperation or approval of action or decision.
USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS
Regular use of complex machines and equipment (desktop/laptop computer and software, road and production machines and equipment, etc.)
WORKING CONDITIONS
Normal working conditions as found within an office setting, wherein there is controlled temperature and a low noise level, plus a minimum of distractions.
ENVIRONMENTAL CONDITIONS
The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
PHYSICAL ACTIVITIES
The following physical activities 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 and expectations.
Highly repetitive, low physical. Highly repetitive type of work which requires concentration in the performance of tasks for consistent time cycles as prescribed by the tasks.
While performing the functions of this job, the employee is regularly required to sit, use hands to finger, handle, or feel, talk or hear; occasionally required to stand, walk, climb or balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision; and color vision.
Great Southern Bank is an Equal Employment Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.
Department: Customer Service
City, State: Springfield, MO
Work Schedule: Monday - Friday; rotating Saturdays
Shift Schedule: 7:00 am - 7:00 pm
Hours Per Week: 40 hours
Job Grade: 02Estimated Salary: $20 to $28 per hour based on qualifications.
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