Lead Customer Service Rep

Lead Customer Service Representative

Our growing financial institution is seeking a Lead Customer Service Representative to be an integral part of our Kennewick Branch. This position provides supervisory support to the Teller team while also providing excellent customer service to all bank customers. As a member of the Wheatland Bank team, you will work with colleagues who value financial responsibility, collaboration, transparency, and leadership. Working for Wheatland Bank is a challenging and rewarding career for the best and brightest bankers! We invest in our employees and communities! We take every opportunity we can to recognize and appreciate our employees, not only on designated days, but all throughout the year. We love investing in our employees whether it be in the form of our generous 401(k) contributions to our professional development opportunities.

POSITION SUMMARY: Assure maximum customer service and satisfaction, appropriate control over the processing of all transactions, ensures required protection of Bank assets and assists in achievement of branch goals. Reports directly to the Branch/Service Manager. The pay range for this position is: $18.03 - $27.06 per hour.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

• Provides operational support for the branch and Branch Manager/Service Manager.
• Performs customer service functions including new accounts opening, department referrals, customer inquiries and problem resolution.
• Required to keep up to date with changes to products and services.
• Works directly with branch manager to meet customer needs in a responsive, efficient manner across department lines.
• Responsible for making daily overdraft decisions, with approval from Branch Manager or Service Manager.
• Acts as Manager on Duty in the absence of the Branch Manager or Service Manager.
• Works closely with Branch Manager/Service Manager for development of CSR skills.
• Ensures compliance with audit requirements by communicating audit standards to staff through continuous in-house audits and by exercising procedural controls and security measures.
• Responsible for completion of monthly audit certification.
• Maintains awareness of changing trends and regulations which might affect the Branch; acts on this information as required.
• Attends Operations meetings as necessary.
• Contributes to the positive image of the branch by coordinating the internal appearance of the branch with Branch Manager/Service Manager.
• Participates in professional bank organizations and civic groups to enhance Bank's visibility and to further personal development.
• Demonstrates effective, positive communication with all bank personnel and maintains a team effort with staff.
• Other duties as assigned.

AUTHORITY AND DECISION MAKING: Implements, with approval of Branch Manager/Service Manager, correct bank policies and procedures. Makes decisions which will promote efficient operations within the branch. Establish priorities when several projects are pending at once in order to maintain maximum efficiency.

POSITION CONTACTS: Day-to-day supervision of operations staff. Daily contact with Branch Manager/Service Manager. Regular contact with Administration personnel to coordinate operations procedures, personnel practices, and adequate support for operations. Daily contact with new and existing customers to counsel, to promote services and products, and solve problems.

ABOUT YOU QUALIFICATIONS: High school diploma/GED required. A minimum of 1 year previous related banking experience. KNOWLEDGE, SKILL, ABILITY: Skilled at making outbound calls Ability to resolve customer issues by providing solutions Ability to build strong relationships with co-workers, business partners and management through collaboration. Previous cash handling experience, general knowledge of f