Crest Savings Bank is accepting resumes for an experienced Head Teller/Customer Experience Specialist for one of our Branches. This position does include excellent Medical Benefits and Paid Time Off.
Job Summary: The Customer Experience Specialist supports Customer Experience Manager in effectively managing the Customer Experience Team and ensuring operational excellence and compliance with all applicable Federal and State laws and regulations as well as company policies and procedures that govern and safeguard the Bank and its customers. This position is expected to deliver Yes experiences, primarily for existing customers, and have excellent knowledge in all bank products and services.

REQUIRED SKILLS/COMPETENCIES:

• In all interactions with customers and employees, embodies the Bank’s Customer First Mission: Customers come first, and every customer, every time must feel welcomed, valued, understood, and comfortable. Ensures branch employees understand and deliver the same.
• Works closely with Relationship Manager and Customer Experience Manager to build the skillset to develop customer relationships within and outside of the branch (i.e. active listening, overcoming objections, and thinking critically and creatively to understand and meet the needs of prospective, new, and existing customers and prioritize leads).
• Expands existing relationships and supports efforts to develop and manage customer relationships (e.g. customer care calls for new and existing customers).
• Actively listens to maximize chances of best fitting products for customers.
• Finds ways to succeed within the regulations, laws, policies, and procedures that help safeguard the customer, the bank, and the nation by consulting with department/branch leaders because it takes two to say no
• Contributes to the branch’s community in various ways, including volunteering to attend community events.
• Helps achieve branch strategic objectives as guided by branch leaders

· Leadership and Employee Development

• Models professional behaviors and provides learning experiences for the benefit of the Customer Experience Team in a timely and constructive manner.
• Routinely coaches, develops, and evaluates branch employees to maximize their potential and ensure they possess the knowledge and technical expertise required.
• Mentors Customer Experience Team members, coordinating with the leadership team in the branch.
• Consistently and positively influences coworkers in all settings, including meetings, working groups, and other company activities.
• Acts as branch leader when and where needed in accordance with company policies and procedures.
• Works closely with branch leadership team to consistently execute and achieve branch strategic objectives, including market-specific strategies.

· Operational Excellence:

• Coordinates with branch leadership team to ensure operational excellence, best practices, and continuous improvement are key focuses of the Customer Experience Team.
• Processes all transactions and opens and maintains accounts in accordance with company policies and procedures
• Manages currency inventory and financial instruments, including shipments and seasonal fluctuations, in accordance with company policies and procedures
• Researches and resolves customer issues to ensure satisfaction and documents customer feedback in accordance with the Bank’s Customer Feedback Program
• Assists branch employees in the resolution of operational and customer issues, including differences, in accordance with company policies and procedures
• Manages monthly and annual audits, including alarm testing
• Ensures accurate records are maintained, including daily balancing by all members of the Customer Experience Team
• Ensures BSA/AML and OFAC records such as CTRs and those maintained in AML are completed
• Assists with daily exceptions / overdrafts / Oasis processes as needed
• Manages retention, vault, ATM, and coin machine processes in accordance with company policies and procedures, assigning duties to Customer Experience Team members as appropriate to increase efficiency and their knowledge and requesting maintenance as needed

Experience:

• Cash handling: 3 years (Required)
• Banking: 3 years (Required)
• Customer service: 3 years (Required

• Adheres to and ensures branch employees adhere to all applicable Federal and State laws and regulations as well as company policies and procedures that govern and safeguard the Bank and its customers.
• Actively participates and positively influences coworkers in all interactions including meetings, working groups, and other company activities.
• Performs other duties for the Bank as assigned at management’s discretion.

Qualifications: To perform this job successfully, an individual must be able to perform each key responsibility and 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.

• Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, and percentages.
• Education and/or Experience: Three to five (3-5) years’ experience or related training preferred. Associates degree preferred; high school diploma or general education degree (GED) required.

Join us as we strive to create an outstanding customer experience that sets us apart from the competition!
Equal Opportunity Employer
Job Type: Full-time
Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Prescription drug insurance
• Tuition reimbursement
• Vision insurance

Experience:

• Cash handling: 3 years (Required)
• Banking: 3 years (Required)
• Customer service: 3 years (Required)

License/Certification:

• Driver’s License (Required)

Ability to Commute:

• Wildwood Crest, NJ 08260 (Required)

Ability to Relocate:

• Wildwood Crest, NJ 08260: Relocate before starting work (Required)

Work Location: In perso