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  • Apple Valley, CA

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Sr Customer Service Representative

FlagStar Bank • Apple Valley, CA

Posted 5 days ago

Job Snapshot

Full-Time
Other Great Industries
Customer Service

Job Description

A sales and service position with a primary goal of helping customers by discovering financial needs and processing transactions. Customer Service Representative will provide an outstanding customer experience by resolving customer issues, making referrals to team members, and offering convenience services. CSRs will also work with partnered specialists (loan officers, financial consultants, and business bankers) to ensure our customers have access to experts who can help them achieve their financial goals.

  • Process Transactions/Customer Service. Greet customers and ask questions to determine their needs. Process financial transactions (cash and non-cash bank transactions, balance inquiries, cashier's checks, money orders, cash advances with credit cards, etc.) in an accurate and efficient manner in accordance with operational and regulatory guidelines. Assist with customer questions and/or issues relating to their accounts.  This position will be educated on opening new accounts, and fill in as a backup as needed at the branch.
  • Meet and exceed CSR referral expectations by acquiring and maintaining knowledge of bank products and financial services. Educate customers on bank products and financial services and make referrals to a banker when a potential opportunity has been identified. This may include participation in 'Call Nights'.
  • Maintain operational standards including balancing cash drawers at the end of each shift,  processing CTR reports and transactions, and opening and closing procedures of the branch May also include ATM and vault balancing. Acquire and maintain up-to-date knowledge of applicable policies, procedures, guidelines and bank operating systems.

Job Requirements

  • High School Diploma or GED Equivalent or Foreign Equivalent
  • 6 months cash handling experience required
  • 6 months customer service experience required
  • 6 months successful sales experience where defined referral goals and accountabilities were routinely met or exceeded preferred
  • Welcome and establish relationships by getting to know every customer in order to provide an outstanding customer experience.
  • Demonstrated computer proficiency
  • Educate clients on bank products and financial services and make referrals when a potential opportunity has been identified.
  • Strong listening, verbal and written communication skills
  • Demonstrated ability to work well in a team environment
  • Demonstrated ability to follow company policies, guidelines and procedures
  • Strong attention to detail and ability to multi-task
  • Demonstrated ability to maintain confidentiality using tact and diplomacy
  • Maintain professional dress attire and demeanor
  • Ability and willingness to work branch hours, including weekends and some evenings
Job ID: 03479
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