Lead Customer Service Representative - West Glenwood

Alpine Bank•Glenwood Springs, CO

16h•$22 - $27•Onsite

About The Position

The Lead Customer Service Representative (CSR) oversees all other CSR’s in the Bank, ensures that they are doing their jobs properly, schedules staff to cover the Bank’s needs and may also perform regular CSR duties as needed.

Requirements

Demonstrates ability to remain professional at all times and while always having a pleasant and friendly demeanor for customers.
Critical thinking ability and ability to resolve issues for customers, even in escalated situations.
Demonstrates the ability to operate and handle ATM machines, cash and cash drawers.
Communicates well with other CSR’s, bank associates, sales teams, customers and others.
Demonstrates ability to compose and submit proper business correspondence, including letters and electronic mail, to internal and external customers.
Proficiency in Microsoft Office programs, including (but not limited to) Excel, Word, and Outlook.
Understanding and application of banking compliance regulations.
Working knowledge of talent management functions (including, but not limited to, coaching, reviews, training and follow-up).
Utilizes tools and training programs available to exceed customer expectations and achieves satisfactory scores on Mystery Shops.
Sufficient CSR experience to have mastered all functions.
Possession of, or ability to obtain, a valid State of Colorado Driver’s License is required.
Regular and Reliable on-site attendance is required as an essential function of this position.
Physical demands standing for long periods of time, good eyesight and hand/finger dexterity, and ability to handle some mental stress when dealing with upset customers.
May spend significant time doing computer work while occasionally needing to travel for conferences or meetings.
While performing the duties of this job, the employee is regularly required to talk or hear.
Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
Employee also may have to lift up to 50 pounds.
Repetitive motion likely.

Nice To Haves

Current possession, or ability to obtain, a Notary Public is a plus.
Certification or coursework in banking or supervision, a plus.
Bachelor’s Degree in Finance or Business, preferred.
Previous supervisory experience preferred.

Responsibilities

Motivates their team members to remain friendly and professional at all times.
Uses numerous software applications to perform daily tasks with minimal errors.
Trains new Customer Service Representatives (CSR’s) on bank practices and procedures.
Handles escalated customer concerns and efficiently resolves problems.
Practices exceptional customer service using available training programs and measurement tools.
Performs all duties as a CSR. Maintains a cash drawer; balances and audits the cash drawer according to policy and schedule.
Completes assigned location audits in a timely manner.
Orders and prepares currency shipment for the location.
Performs other duties as assigned.
Supervises location CSR’s and their cash drawers.
Acts as a back-up for the Operations Supervisor as needed.
Has the ability to give overrides and audit drawers.
Per location request-dormant A or B status may be given if needed.