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Requisition Number 12-11711 Title Sr Customer Service Associate City Waterbury State CT Type Full Time Hrs/Wk 37.5 Description This position is responsible for the delivery of customer transactions, which meet or exceed the organization’s customer service standards in compliance with all bank policies. Incumbents provide a level of service that engages the customer and promotes the organization’s goals, while identifying referral opportunities for the sale of products and services relevant to customer needs. Delivers accurate, quick and efficient customer service. May perform complicated or unique transactions requiring in-depth product and operations knowledge. Answers moderately complex inquiries by customers and refers high level inquiries to appropriate staff. Maintains the appropriate inventory level of cash, forms and supplies for their station. Assists in preparation of weekly and monthly inventory, tracking and other operation reports. Provides balance and operational troubleshooting for Customer Service Associate staff. Utilizes branch technology and systems effectively and efficiently. Acts as a resource to less experienced Customer Service Associates by assisting with problem resolution and on-the-job training. Proactively anticipates customer needs, recognizes opportunities and refers customers to appropriate staff for product sales or problem resolution. Provides for the proper daily set up and balancing of the cash box at the beginning of the shift for self and junior staff. At the end of the shift, helps to facilitate the accurate balance of daily work and prepares required forms/backwork in accordance with bank procedures. Requirements High School diploma or equivalency required. Knowledge of computer preferred. 1-2 years relevant work experience required. Certified CSA & Certified FSA programs Detail oriented with the ability to handle confidential and sensitive information. Flexibility to respond to multiple ad hoc assignments or situations. Strong communication and interpersonal skills. Superior knowledge of bank products, services and processes, ability to recognize and refer sales opportunities. Proven ability to work effectively under time constraints while maintaining and directing a high accuracy level.