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Job Details

Senior Customer Service Representative

Company name
Apple Bank for Savings

New York City, NY, United States

Employment Type

Sales, Customer Service, Finance

Posted on
Aug 04, 2020

Valid Through
Nov 17, 2020

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Senior Customer Service Representative

New York, NY

General Description

The Senior Customer Service Representative (Sr. CSR) provides sales and service support to the branch by acquiring new clients, offering suitable Bank products/services which add value to the customer, performing branch/platform related functions and processing account maintenance transactions. The Sr. Customer Service Representative conducts business ethically, thoroughly communicating to current and prospective clients the facts and features of the various products, accounts and services that Apple Bank has to offer. The incumbent in this role opens new accounts and may process monetary transactions (when necessary), resolves customer issues and builds relationships based on trust. The Sr. CSR recommends solutions based on customer needs, and will refer the customer to a licensed representative of ABS Associates of NY, Inc. when appropriate. This position builds mutually beneficial and long-term relationships by providing a positive customer experience, exceeding service expectations and offering suitable solutions to the customer’s needs.

Essential Duties & Responsibilities:

Fulfills customer service needs by resolving service related issues efficiently and provides an excellent customer experience during all interactions; meets customer expectations in terms of accuracy and timeliness in a professional manner.

Establishes, retains, and deepens relationships with potential and existing customers to achieve team sales goals.

Develops and maintains a broad knowledge of Apple Bank’s products and services to appropriately meet client needs.

Engages in discussions with customers to understand their needs in order to provide relevant solutions.

Recognizes sales opportunities and offers suitable bank products and services that add value to new and existing customers.

Refers customers to licensed representatives of ABS Associates of NY, Inc. when appropriate

Processes monetary and file maintenance transactions accurately.

Communicates the rules and regulations to customers including information pertaining to FDIC protection, upon the opening of new accounts.

Complies with regulatory, security and audit procedures and policies; adheres to the Bank’s Code of Conduct and operational controls to ensure the safety and security of the client, as well as Bank assets.

Protects the Bank against loss by ensuring that all new account procedures including CIP and BSA requirements. are adhered to

Ensures records are accurate and maintains records of incomplete, incorrect or outstanding customer files in order to ensure proper follow-up.

Additional Duties & Responsibilities:

Serves as first line backup for client service/sales related positions within branch.

Perform non-CSR duties on a periodic basis, including working or operating a teller window.

Mentors newly hired Customer Service Representatives, imparting knowledge regarding products and services that Apple Bank has to offer.

Participates in special projects/assignments as needed or requested.

Assists with complex service issues/transactions.

Assists with the opening and closing of the vault.

Ensure the customer area of branch is kept orderly and properly supplied (deposit and withdrawal tickets, ATM envelopes, changing rate boards and dates on writing desks, etc.)

Displays willingness to be cross-trained in other branch functions.

Builds and maintains technical and professional knowledge by attending educational workshops and training.

Works weekends and extended hours or at neighboring branch locations when needed.

Skills, Education & Experience

High School Diploma or GED required.

3-5 years of experience in sales & customer service role, preferably in banking, financial, or insurance industries.

Retail bank customer service or prior banking experience preferred.

Must have KYC and Onboarding experience.

Prior experience in fostering and developing strong customer relationships.

Possesses a general understanding of bank operations (risk, compliance, fraud, loss, etc.).

Exhibits an ability to present a confident and professional demeanor with customers.

Displays excellent listening, communication (verbal & written) and interpersonal skills.

Displays professional telephone skills.

Demonstrates organizational and accuracy skills.

Must have strong computer skills and an ability to adapt to evolving technology advancements.

Must be able to work on Saturdays and late on Thursdays.

Apple Bank offers Medical/Dental, Vision, 401k and Tuition Reimbursement to full time employees.

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.

Company info

Apple Bank for Savings
Website :

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