Retail CSR I/Ct

Charter Financial Corp. Stuart , FL 34994

Posted 5 days ago

Revised 08/2018

Job Description

Position Title: Retail CSR(Classification I, ICT, II, IICT, III, IIICT)

Division: Retail/Operations

Reports Directly To: Assistant Manager/Sales and ServiceLeader


This position is responsible for, but not limited to, thedelivery of "World Class Service" to new and existing customers. Will perform all customer service functionsincluding, but not limited to, opening new accounts, cross selling bankingproducts, referring business to CenterState subsidiaries and assisting customerswith all Branch products and services.They may be cross-trained as a back up to the Tellers when necessary aswell as assisting in the consumer loan application process.


Thisposition is expected to perform the specific duties, tasks, andresponsibilities as outlined below:

  • Delivers"World Class" customer service efficiently and courteously to ensure growth andprofit of their respective Branch

  • Improve customers' banking experienceby ensuring timely, positive, and thorough customer service

  • Establish and promote cordialrelationship with customers, ensuring prompt attendance to their inquiries andsolving their problems

  • Channel complex customer complaintsand challenges to the assistant branch manager, as needed

  • Open checking, savings, money marketand NOW accounts both personal and business according to rules and guidelines

  • Identify needs and cross sell bankingproducts and services in a polite and friendly tone

  • Refer prospects to Subsidiaries

  • Provide information to customers ontheir account status and balances

  • Assist customers with safety depositboxes

  • Process stop payments, wire transfers,check orders and other services

  • Actively participates in HPC salescycle

  • May perform paying and receivingteller functions

  • May assist in the application processfor consumer loans

  • May open or close Branch as needed

  • Ensureproper controls are maintained over all aspects of Branch operations

  • Adhere to Branch, regulatory andfederal guidelines

  • Contribute to passing scores on all internaland external audits

  • Maintain individual and teamcompliance with all internal operations policies and procedures, includingproper usage of forms and documentation

  • Ensure that customers' confidentialinformation is properly protected and only used for official purposes

  • Adhere to the confidentiality protocolof the Branch

  • Achievegoals as defined by Management

  • Achieve passing score on all HPCmystery shops

  • Achieve all training goals assigned ina timely manner

  • Actively participate in HPC goals and promotions

  • Actively prospects for new customers

  • Havesufficient knowledge about the banking products and services

  • Suggesteffective ways through which the Bank can promote its products and services andincrease customer satisfaction

  • Ensurethat the Bank's policies and procedures, code of conduct, and regulatoryguidelines are strictly complied with

  • Provideassistance to other employees by liaising with them through healthy andpositive interactions

  • Beinvolved in performing marketing endeavors/efforts

  • Continuouslyupdate skills by participating in professional training

  • Seekopportunities to improve skills through cross-training offered by the Bank

  • Allother tasks, responsibilities or duties, as directed by management


  • Proficientwith general office machines and programs to include Microsoft Office Word,Excel, Outlook, and other software that might be utilized in the department

  • Ability to use the computer efficiently and thecapacity to learn new software programs as they are rolled out by the Bank

  • Must have good knowledge of business English,including spelling and punctuation

  • Must possess basic English language skills inorder to write and speak clearly, and effectively with coworkers and customers

  • Must be well-organized, accurate, and attentiveto detail

  • Must be cooperative and willing to assistcoworkers and customers on a regular basis

  • Must have effective listening skillsdemonstrated by the ability to listen to others talk (without interruption),understand them, and then propose solutions or make contributions based on thepoints made by others

  • Must possess excellent multi-tasking skills andbe able to function well under pressure

  • Must be able to remain composed under pressureand respond to customer and coworker concerns regularly

  • Must have a keen eye for detail and followinstructions to the letter

  • Must be patient and willing to help others insolving problems while maintaining a positive attitude at all times


  • Mustbe able to remain seated or work standing in a confined area on a computer fora minimum of four (4) hours each work day

  • Mustbe able to constantly use hands and fingers to enter data through or on acomputer or answer a phone throughout most of an eight (8) hour shift

  • Mustbe able to walk frequently throughout the day to obtain supplies from otherareas in the Bank and to cover for other employees, on break or on lunch

  • Mustbe able to use hands and fingers to count money throughout each workday

  • Mustbe able to hear and communicate with coworkers and customers throughout the day

  • Mayneed to lift up to 25 pounds one to two times a day to perform job

The physicaldemands described here are representative of those that must be met by anemployee to successfully perform the essential functions of this job. Positionmay require regular before/after normal business hours, or regular out-of-towntravel.


  • Mustbe able to function in a professional, business office environment and act anddress appropriately for same, consistent with the Bank's grooming and dresscodes

  • Mustdemonstrate excellent interpersonal skills with customers and coworkers

  • Mustbe willing to function as a team member

  • Mustbe willing to demonstrate commitment to CenterState Bank's mission and goals


  • HighSchool diploma or equivalent

  • Successfulcompletion of in-house training program

  • ComputerLiteracy

  • Salesexperience Desired

  • Bankingexperience

  • Attentivenessto others, extensive listening and communication skills

  • Worksat a faster than average pace

  • Senseof urgency in meeting deadlines

  • Patiencewhen dealing with public

  • Attentiveto details

  • Sociallyfocused

  • Persuasive,"selling" style of communication

These specifications are generalguidelines based on the minimum experience normally considered essential to thesatisfactory performance of this position. The requirements listed aboveare representative of the knowledge, skill and/or ability required to performthe position in a satisfactory manner. Individual abilities may result insome deviation from these guidelines.

CenterStatecomplies with federal and state banking laws, such as the Bank Secrecy Act(BSA), USA PATRIOT Act, and other related anti-money laundering/anti-terroristfinancing initiatives. The Bank has established a Bank SecrecyAct/Anti-Money Laundering/Office of Foreign Assets Control (BSA/AML/OFAC)Compliance Program and employees are expected to adhere to federal and statebanking laws, as well as the Bank's procedures and/or internal controls. TheBank will terminate the employment of employees who fail to comply with bankinglaws and/or the Bank's procedures/controls.

CenterState Bank is an equal opportunityemployer and does not discriminate against applicants or employees on anyunlawful basis, including race, color, religion, gender, sexual orientation,marital status, age, national origin, ancestry, gender identity, disability,genetic testing, service in the military, citizenship status or any othercharacteristics protected by federal, state or local law. CenterState alsoprohibits unlawful harassment of applicants/employees based on these protectedcategories.

CenterState complies with The Americans with

Disabilities Act ("ADA") and state and local disability laws and will providereasonable accommodations to qualified individuals with disabilities, unlessdoing so will cause an undue hardship. The Bank encourages employees/applicants who believe they need reasonableaccommodations to contact the Human Resources Department at 863-595-1300 or


I have received and reviewed a copy of the attached Job Description. I understand that I am expected toperform the duties of this position, and, in the event that I am unclear aboutthe position's requirements, I will contact my supervisor or Human Resources assoon as possible for clarification.

Printed NameDate


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Retail CSR I/Ct

Charter Financial Corp.