Customer Service Lead - Montesano Branch

A GREAT PLACE TO WORK AND BANK

Join our team! 1st Security Bank team members deliver service that "WOWs" each other and our customers. We value relationships, teamwork, community, and professional growth in a safe, friendly, and progressive workplace. We celebrate diversity and support equality for all. If you share these core values and are committed to career excellence, let us help you reach your dreams!

If you are the type of individual that would enjoy working at one of the Puget Sound's Best Places to Work for 9 years in a row and focuses on providing an exceptional client experience, then 1st Security Bank is the place for you. 1st Security Bank was named a bronze medal winner in its class in the Puget Sound Business Journal's Best Workplaces contest in its first year nominated and is also consistently rated a 5-star Bank in Washington State by Bauer Financial, an independent bank rating firm.

POSITION SUMMARY:

The Customer Service Lead at 1st Security Bank is responsible for providing excellent customer service, is solutions oriented and can refer a full range of banking services and products. The primary responsibilities of this role are being the lead on the teller line, meeting or exceeding referral goals, actively participating in training and cross training of Customer Service Representatives as well as backing up the Personal Banker in the branch with an emphasis on growing consumer relationships.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Must adhere to the Core Values of 1st Security Bank and demonstrate dependability and reliability in all aspects of the position

• Understands and promotes the Bank’s Customer Service Protocols in daily branch operations

• Promotes 1st Security’s products and services and appropriately cross-sells/refers businesses and households to enhance their banking relationship

• Appropriately uses open-ended profiling questions during each customer interaction and recommends appropriate bank products and services

• Demonstrates an ability to “ask for the business” and to “close the sale” by recommending a product or service that will add value to the customer’s banking relationship

• Opens new accounts for consumer households in strict accordance with the Bank’s policies and procedures, including, but not limited to the Bank’s Customer Information Program (CIP) and Bank Secrecy Act (BSA)

• Takes responsibility for training and cross-training new and existing employees on the paying and receiving functions of the branch teller line

• Takes responsibility for training and coaching the Customer Service Representatives in branch referrals and referrals to other business lines

• Consistently documents appropriate customer information in a timely basis in the Bank’s system of record

• Assists respective branches in areas of operations, compliance certifications and branch sales

• Ability to multitask and prioritize job responsibilities as required while maintaining organization

• Ensures excellent customers service skills are practiced by all staff members

• Professional oral and written communication skills and follow-up when corresponding with employees and customers

• Researches and resolves customer complaints, as necessary

• Required to be fully knowledgeable and skilled in the areas of teller, vault, and safe deposit

• Participates in branch operational and audit activities as assigned

• May back up the Assistant Branch Manager when they are absent

• Meets weekly with the Assistant Branch Manager to discuss updates on new and continuing employee development using the Branch Development Plan

• Follows appropriate steps to ensure branch security

• Travels to assigned 1st Security Bank locations as business needs require – regular, scheduled travel among branches applies to the Mobile Customer Service Lead position

• Supports management decisions and goals in a positive, professional manner and always represents the bank with a high level of integrity

• Performs other duties as assigned

BENEFITS AND PERKS

• Full medical, dental, and vision coverage for individual or family plan.

• Life insurance.

• Long- and short-term disability insurance.

• 401K matching program.

• Paid sick and vacation time.

OUR CORE VALUES

• Relationship Driven - we strive to "WOW" (surprise, excite and delight) each other and our customers.

• Ethical - fair, honest and act with integrity.

• Lead by Example - maintain a positive attitude, show respect for others, and have some fun!

• Accountable - we take our responsibilities seriously and we meet our commitments with urgency.

• Team Player - dependable, enthusiastic contributor to team success and to the greater good of the bank.

• Embrace Dreams - we encourage each other to reach for our dreams.

• Diversity - we celebrate diversity and support equality for all.

• Community Oriented - we actively support our communities and the Bank's CRA initiatives.

• Open and Honest Communication - always professional, responsive, and timely.

EDUCATION and/or EXPERIENCE

• High school diploma or equivalent and at least two years experience within a financial institution

• Basic knowledge of all applicable regulations that pertain to this position is required

• Knowledge of the Bank Secrecy Act and Anti-Money Laundering policies, procedures and related programs

• Must be bondable

COMPUTER SKILLS

To perform this job successfully, an individual should be proficient in Microsoft Office Products and other Database software.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee will operate in a general office environment, using office equipment such as a phone, computer, adding machine and currency/coin counters

• The employee must be able to stand for extended periods of time and bend, reach and squat occasionally when accessing safety deposit boxes, storage or supplies

• As part of the daily work demands, occasional lifting and moving of objects up to 25 pounds is required

• The noise level in the work environment is usually quiet to moderate, as compared to a private office, with light foot traffic and office equipment.  The employee must be able and willing to interact frequently with the general public