Lead Customer Service Representative - Grantsville Office

SUMMARY- Involves representing the bank as the “Face of Somerset Trust Company” by having the ability to exercise a wide range of decision making control.
Employee should understand the culture and philosophy of the bank to perform their duties.
He/She must practice sound decision making and maintain consistent performance while performing all duties.
Employee will also resolve any customer complaints and account problems.
This position involves providing schedules and expediting workflow.
He/She is responsible for displaying strong leadership in the team while encouraging a positive learning environment.
Employee must demonstrate professional expertise in all aspects of his/her job duties.
QUALIFICATIONS -To perform this job successfully, an individual must be able to perform each essential duty with accuracy and precision.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Other duties may be assigned.
Takes a lead role in managing overall branch office operations and communicates regularly with Branch Manager/Administrator.
Directs and coordinates activities to implement institution's policies, procedures, and practices concerning operational effectiveness.
Resolves customer complaints & works to resolve account problems.
Assumes teller responsibilities and duties as needed or required.
Assists in handling of telephone inquiries.
Assists with continued training and coaching of staff within the branch.
Helps to establish descriptions and procedures for branch personnel.
Determines work procedures, prepares work schedules, and expedites workflow.
Coordinates shipment and ordering of currency while maintaining set cash limits.
Responsible for monitoring branch overages and shortages and reporting to management.
Directs activities of workers engaged in implementing establishment services and performing such functions as opening deposit accounts, accepting loan payments, and customer service functions.
Assists in the compliance of the Bank Secrecy Act.
Must have adequate knowledge of audit procedures and monthly submittal of branch controls.
Utilizes knowledge of software systems to process mortgages & consumer lending within the established lending authority.
Contacts customers and business, community, and civic organizations to promote goodwill and generate new business.
Conducting creative ideas to generate leads & turn prospects into well satisfied customers.
Prepares daily and monthly reports of day-to-day operations as required.
EDUCATION and/or EXPERIENCE Bachelor's degree (B.
A.
) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
Ability to write speeches and articles for publication that conform to prescribed style and format.
Ability to effectively present information to top management, public groups, and/or boards of directors.
MATHEMATICAL SKILLS Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, bonuses, etc.
REASONING ABILITY Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
OTHER SKILLS Displays creative thinking, not governed by conventional thinking, ability to excel in using available technology, ability to exercise a wide range of decision making control.
PHYSICAL DEMANDS 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.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands and fingers to operate office equipment such as keyboards, telephones, etc.
and to talk and hear.
The employee frequently is required to walk and reach with hands and arms.
The employee is occasionally required to stand.
The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close and peripheral vision, and ability to adjust focus.
WORK ENVIRONMENT 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 noise level in the work environment is usually moderate.