SUMMARY

The Service Support performs the full range of operations duties including supervising the staff at the direction of the Service Manager and/or Assistant Service Manager. The Service Support must fill in for all non-officer positions such as Service Representative, Financial Sales Representative, Vault or Merchant Services Representative.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Complies with and stays abreast of all policies and procedures, federal and state laws applicable to the job.

• Provide customer service that meets or exceeds all service levels by promoting team enthusiasm and pride.

• Increase customer satisfaction by recognizing and managing difficult situations promptly.

• Provide timely resolution of customer inquiries and complaints.

• Maintain thorough product knowledge of all existing and newly introduced products, services and programs. Identify customer needs, generate the referral, and create a smooth transition to the appropriate sales representatives. Keep appraised of industry trends and competitor products.

• Interview customers to obtain information and explain available financial services such as savings and checking accounts, Individual Retirement Account, Certificates of Deposit, savings bonds, and securities.

• Types account information obtained from customer on record card or form, and enters into computer.

• Answers customer questions and investigates and corrects errors, following customer and establishment records.

• Demonstrates a thorough working knowledge of the Bank's established policies and procedures.

• Perform certifications.

• Fills in as needed in all positions.

• Provide, present and promote The Citizens Experience to all external and internal customers. Must be able to deal directly, face-to-face and on the phone with the public, following the Banks Customer Service Standards.

• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

May supervise operations staff at the direction of the Service Manager. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Is authorized to sign as follows:

Service Support V up to $100,000

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or one to three years experience as a teller and new accounts in a financial institution. Experience in certifications, dormant accounts, levies and subpoenas and as a merchant service representative.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS

Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

REASONING ABILITY

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to stand, walk and crouch, use hands to finger, handle, or count currency; type, and talk and hear. The associate frequently is required to reach with hands and arms. The associate is occasionally required to sit and kneel. The associate occasionally lifts and/or carries cash up to 50 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.