Customer Service Rep

BASIC FUNCTION



Function in various job capacities as needed (teller, platform), providing customers with exceptional service thru counter based transactions and/or basic platform requests. Identify cross-sell opportunities and refer customers to appropriate sales team members. Meet/exceed individual sales/service goals, and demonstrate operational excellence.



RESPONSIBILITIES



Leadership & Self Development

Work with supervisor to establish individual development goals.
Meet/exceed individual development goals and objectives.
Demonstrate ability to support teamwork and a positive working environment in order to achieve team goals.
Participate in team-training sessions consistent with Websters Sales & Service process.
Sales & Service

Support platform staff by opening new accounts and handling basic transactions.
Consistently meet/exceed all sales goals and customer service standards.
Model behavior consistent with the Webster Sales and Service Process.
Promote alternative delivery of services and other marketing initiatives as required.
Proactively profile customer needs and match our products features & benefits to those needs.
Take ownership of the customer experience.
Participate in branch/market team meetings and sales events as scheduled.
Utilize internal business partners to strengthen existing customer relationships and target new prospects.
Actively retain customers: inquire about large withdrawals and customer dissatisfaction.
Operations & Compliance

Process customer transactions and respond to product and service inquiries in a responsible, timely and accurate manner.
Maintain Compliance standards by ensuring timely completion of CTRs, STMs and MIRs.
Perform branch operations as determined by policy and procedure. Perform branch settlement, service and settlement of ATM, order supplies and mail processing and completion of the daily, weekly, monthly, quarterly checklists as assigned.
Comply with Federal and State regulations as well as Webster Bank policies and procedures. Support the meeting/exceeding of branch evaluation requirements.
Assist with the compliance of all aspects of the Leadership Scorecard.
Finance

Contribute to expense management by preventing cash overages, shortages and fraud.
Assist in timely completion of branch Batching to comply with established courier schedule.
Ensure the prevention of fraudulent activities through adherence to bank policies and procedures.
Utilize branch exception tools to contribute to the management of income and expense.


Other duties as required.