JOB DESCRIPTION
JOB TITLE:
CSR
JOB GRADE:
C13 or M2
FLSA:
BRANCH/
DEPT:
Branch
REPORTS TO:
Branch Manager
REV.
DATE:
Exempt
or NonExempt
01/06
SUMMARY:
Assists with achieving branch growth and profitability goals by effectively implementing branch’s
marketing and business development plan; providing information pertaining to products and
services; providing quality customer service. The incumbent is often the first contact with the
customer and plays a major role in the sale of retail products and services. This is primarily an
in-house sales position, with high customer contact. Focus is on all deposit products, retail
credit products, and fee-based services.
REQUIREMENTS:















High School diploma or equivalent
3 years banking experience or equivalent experience in a customer service /sales
environment.
In-depth knowledge of branch operations, Bank policy & procedures, including the teller
and customer service functions.
General knowledge of retail and commercial credit products so as to make quality
referrals.
Strong selling, referral, and service skills to effectively sell Bank products.
Ability to influence, motivate, and coach others through knowledge of bank operations.
Possess strong communication skills.
Ability to identify, think through, and solve problems accurately and efficiently.
Possess strong decision making skills.
Ability to handle confidential and proprietary information.
Must have effective computer skills.
Must maintain a friendly, courteous and professional demeanor.
Partner closely with the Branch Manager to ensure a positive work environment.
Promote team work within the Branch.
Serve as Branch Manager’s primary assistant.
Page 1
JOB DESCRIPTION
PRINCIPLE ACCOUNTABILITIES:
SALES/SERVICE
 Open new accounts, service existing customers and answer customer inquiries.
 Assist customers in a professional manner.
 Serve as a back up for the teller line when necessary in order to provide quality
customer service.
 Continually strive to create profitable business through pro-active cross selling and
relationship enhancement.
 Cross sell deposit and credit products / services to existing and new customers by
recognizing customer needs:

Maintain current knowledge of all Bank products / services

Discuss products with customers using appropriate listening and
questioning skills.

Describe how products meet needs

Advise which product best match needs.

Sell additional products based on customer needs

Strive to enhance each customer relationship









Promote sales of Bank products and services through team work.
Assist Branch Manager with weekly sales meetings.
Meet production and performance goals as assigned by Branch Manager.
Assist tellers with decision making skills.
Approve checks and transactions as authorized.
Plan, organize, and oversee the activities of the Branch to ensure all transactions
are completed in an accurate and timely manner.
Facilitate customer retention program through outbound letters and calls. Involve
the tellers in this process.
Continually strive to create profitable business through selling.
Represent the Bank within the community by developing and promoting additional
business.
OPERATIONS
 Performs various office duties as assigned and adhere to all Bank policies and
procedures.
 Perform operational duties as assigned by Branch Manager.
 Delegate operational duties to tellers as needed.
 Strive for a satisfactory audit rating.
Page 2
JOB DESCRIPTION



Review all documentation pertaining to the Bank’s internal controls.
Serve as the Internal Control coordinator.
Ensure that all Internal Controls are completed accurately and timely manner.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.
They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Affirmative Action/Equal Opportunity Employer
Page 3