Job Description

Job Title: CSC Representative Status: Non-Exempt

Reports to: CSC Manager

Summary:

Provide service to bank customers in the customer service center directing phone calls, answering customer questions, and meeting customer needs via phone.

Essential Duties

Answers the phone within two rings in a friendly, positive manner Accept and process check by phones Gives NADA car values to customers Creates rapport with customers Makes appointments as necessary Connects the customer with the proper employee Ensures that customers do not wait longer than 60 seconds on hold without checking back with the customer Attempts to solve customer issues and answer customer questions Complete transfers as requested Adhere to Bank policies and procedures

Non-essential Duties

Other duties as assigned by management

Knowledge, Skills, and Abilities:

Excellent customer service skills

The ability to prioritize and make on-the-spot decisions regarding customer transactions, weighing customer satisfaction issues with Bank exposure to loss or fraud.

Mathematical skills

In-depth knowledge of all bank deposit products and policies

Basic knowledge of bank loan, trust, and investment center products

Ability to work in a fast-paced environment

Ability to work well under pressure

Ability to cross sell- in store branches

High degree of accuracy

Strong communication skills

Organizational skills

Knowledge of various federal regulations including Bank Secrecy Act, Community Reinvestment Act, Americans with Disabilities Act, Right to Financial Privacy Act, Gramm-Leach-Bliley Act, Regulation E and teller roles and responsibilities relating to each act.

Training and Experience:
High school diploma or GED required

Prior Customer Service experience.

Conditions of Employment:
Must travel between branches as required. Must pass background check.

NOTE:

Friendship State Bank reserves the right to modify, interpret, or apply this job description, as it desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This job description is not an employment contract, implied or otherwise. The employment relationship remains "at-will". The aforementioned job requirements may be changed to fulfill any obligation(s) to reasonably accommodate qualified individuals with disabilities.

Friendship State Bank

Summary of Physical, Sensory, and

Environmental Requirements

Needed to Perform Essential Job Duties

Job Title:

Teller/CSC Alternate

A. Physical Requirements

1.

Lifting:

Up to 20 pounds.
2.

Carrying:

Up to 20 pounds.
Computers, telephones, calculators, office equipment, microfilm




3.

Pushing/Pulling:

Up to 20 pounds.
4.

Use of Equipment

:

Continuously

Frequently

Occasionally

Not At All

Explanation

5. Sitting

x

6. Standing

x

7. Walking

x

8. Bending

x

9. Stooping

x

10. Crawling

x

11. Climbing

x

12. Reaching Above Head

x

13. Grasping:
a. One Hand

x

b. Both Hands

x

14. Fine Manipulating:
a. One Hand

x

b. Two Hands

x

B. Environment Requirements

Continuously

Frequently

Occasionally

Not At All

Explanation

1. Exposed To Marked Changes In Temperature

x

2. Outside Work

x

3. Exposure to Dust, Fumes, Odors, Water, Etc.

x

4. Exposure to Biological, Mechanical, Electrical, and/or Chemical Hazards

x

5. Normal (Inside) Environment

x

C. Sensory Requirements

1. Eyesight

Explanation

a. Normal/Corrected

x

Necessary

Not Necessary



b. Close Eye Work

Necessary

x

Not Necessary



c. Other

Necessary

x

Not Necessary



2. Hearing



a. Normal Tones

x

Necessary

Not Necessary



b. Soft Tones

Necessary

x

Not Necessary



c. Other

Necessary

x

Not Necessary



3. Distinguish Smells

Necessary

x

Not Necessary



4. Distinguish Temperatures By:



a. Touch

Necessary

x

Not Necessary



b. Proximity

Necessary

x

Not Necessary