Customer Service Representative III, Retail Banking (Burbank, CA)
Company: HomeStreet
Location: Burbank
Posted on: March 16, 2023
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Job Description:
Salary Range: $20.14 - $28.17 ( Depending on knowledge, skills,
abilities and location. Certain level jobs may be eligible for
bonus, commission, and/or equity awards. ) Benefits worth writing
home about: * Medical, dental, and vision coverage for employees
and their families * Life, disability and family Leave * 401(k) and
Roth 401(k) with employer match * Wellness program, employee
assistance program, "Commute Trip Reduction" (CTR) and various
employee discounts * Generous vacation, sick leave, 11 paid
holidays, and 16 hours of paid leave every year for community
service work * Free employee checking account and employee home
loan discounts EO/AA Employer including Vets and Disabled.
Qualified applicants with arrest and conviction records will be
considered in accordance with legal requirements. If you are a
California resident, you may be entitled to certain rights
regarding your personal information, which is information that
identifies, relates to, or could reasonably be linked with a
particular California resident or household. Additional information
about our data collection practices and location specific notices
is available on our privacy policy Job Description Summary POSITION
SUMMARY: This position is responsible for acquisition, retention
and expansion of new and existing customer relationships. The Sr.
CSR provides exceptional customer service by taking ownership of
the customer experience from introducing the customer to HomeStreet
Bank through profiling the customer, assessing their banking and
borrowing needs, and recommending appropriate products based on a
thorough knowledge of HomeStreet products and services. Provide a
variety of teller services such as handling deposits, withdrawals,
and maintaining accounts. Perform processing tasks such as making
automatic transfers, updating records and balancing. At all times,
provide superior customer service. Job Details PRIMARY FUNCTIONS:
New Accounts/Sales Activities * Effectively interviews and profiles
customers in order to recommend appropriate banking products and
services. * Effectively partners with other business lines within
the Bank to identify sales opportunities and provide an outstanding
customer experience. * Processes complex transactions such as
changing account ownership, living trusts, guardianship accounts,
and estate assignments. * Originates consumer loans, acting as
customer advocate to ensure prompt processing of consumer loans. *
Opens and closes customer accounts including checking, savings,
money markets, certificates of deposit, and IRAs. * Where
appropriate, actively takes advantage of all sales opportunities,
cross-selling bank products and services to new and existing
customers, ensuring recommended products meet needs of customer.
Makes referrals to other business units for non-banking products. *
Participates in sales programs to generate new customers. * Must
sell financial products and services to meet referral goals and
performance evaluation/personal goals. * Maintains thorough
knowledge of bank products and services. Service Activities * Sets
an example for the CSR staff in the area of customer service and
customer advocacy. * Actively listens to customers, and maintains a
friendly, positive, professional attitude. Resolves difficult
situations with creativity, tact and diplomacy. * Supports branch
lobby management. * Consistently demonstrates proficiency in
providing exceptional customer service utilizing the STAR
(Seamless, Trustworthy, Attentive, and Resourceful) qualities
either in person or on the telephone. * Resolves difficult
situations using the HEAL guidelines of Hearing out the customer,
Easing the tension, Acting to improve the situation, and Leaving a
positive impression. * Looks for ways to pleasantly surprise our
customers, i.e., doing something above and beyond their expectation
that makes them feel special. * Participates in two community
events per year. Teller Activities * Performs daily teller services
such as processing deposits, withdrawals, holds, loan payments,
traveler's checks purchases, stop payments, telephone transfers,
direct deposits, cash advances, sight drafts, verifications of
deposit, ATM card requests, wire transfers and other related
matters. * Balances cash drawer independently, maintains cash over
and short record within HomeStreet's compliance policy. * May be
assigned the control of the vault cash. Follows guidelines to
maintain limits, meet cash shipment requirements, and balance
daily. * Effectively performs project responsibilities as assigned
such as processing and balancing ATM, balancing travelers' checks,
daily branch balancing, Customer Information System input, branch
supply orders, and monthly branch report generation. * Effectively
assist other CSRs in the completion of work assignments and
balancing. Operational Activities * Participates in branch audit
functions. * Follows HomeStreet's policies and procedures and meet
regulatory requirements. * Performs all other duties as required.
QUALIFICATIONS: Minimum of 3 years job experience as a CSR/New
Accounts Representative or equivalent, plus demonstrated ability in
an operations area related to Bank or retail operations. Technical
skills and experience to operate teller software, Word, Excel, and
other bank-related computer programs. Strong customer relations
skills and the ability to communicate and work well with employees
and customers in a cooperative, positive manner. Must be a
self-starter, dependable, able to work within deadlines under
pressure. Must possess excellent judgment, and the ability to
accept responsibility and handle confidential information. Ability
to work quickly and accurately, to analyze information and make
decisions. Excellent written and oral communication skills are
required. High school diploma or equivalent. PHYSICAL
CONSIDERATIONS: Requires ability to operate teller and office
equipment including computers, adding machines, telephones,
typewriters, copy machines, fax machines, electronic credit card
authorization terminals, and security devices. Requires physical
exertion of up to 10 pounds of force occasionally (1/3 of the time)
and a negligible amount of force frequently (up to 2/3 of the time)
to lift, carry, push, pull or otherwise move self or objects.
Frequent (up to 1/2 of the time) sitting. Walking, standing,
bending and reaching occasionally and for brief periods of time.
This Position Description may not be limited to the Functions and
Requirements as outlined, now or in the future. For example,
changes in corporate needs, position demands, or individual
performance may result in changes to the Functions or Requirements
of this position. Area Customer Service (Sales) If you are a
California resident, you may be entitled to certain rights
regarding your personal information. Additional information about
our data collection practices and location specific notices is
available on our privacy policy
Keywords: HomeStreet, Burbank , Customer Service Representative III, Retail Banking (Burbank, CA), Other , Burbank, California
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