Bank Branch Customer Service Jobs
Years ago it used to be that branch tellers handled most of a customer’s needs, whether they were asking questions about a statement or making a deposit. Today branches try to keep teller lines at a minimum by keeping customer inquiries separate from customer transactions.
If you need to deposit a check, see a teller. If you have a question about your last statement, you need to talk to a customer service representative.
The customer service rep answers customers’ questions. He or she will also try to handle disputes. Customer service reps also do things like start new checking or savings accounts, handle lengthier transactions like wire transfers, and will print statements upon request. Some customer service reps become notary publics, and will handle those needs for customers as well. Other duties the customer service rep performs are helping customers apply for additional banking services, and they are usually the first person to answer the phone and assist customers that call.
Like tellers, customer service representatives spend most of their day working with people. If you do not enjoy interacting with people, you need to consider other lines of work in the banking industry.
The job outlook for customer service representatives is slightly better than the average, as well as better than tellers. According to the U.S. Bureau of Labor Statistics, the number of customer service positions in banks is expected to increase 8.7 percent by the year 2018. Keep in mind though, that includes all customer service reps, not just those who work in branches.
Like tellers, customer service representatives only need a high school diploma. Most banks offer detailed training to customer service reps, so that not only will they know basic processes, they will also have extensive knowledge of the bank’s products, which they can then offer to customers.
As mentioned, some customer service representatives become trained to be notary publics, but that is usually not a requirement for employment.
Knowledge, Skills, and Abilities
The primary knowledge a customer service rep should have is in-depth knowledge of the bank’s products, processes, and policies. Customer service reps must have the knowledge to handle a wide variety of situations with a customer, whether it’s resolving a dispute, stopping payment on a check, or opening a new account.
Since some banks expect customer service reps to sell their products, customer service reps should be comfortable suggesting various services and products to customers. Some banks require their customer service reps to have some sales experience and knowledge.
Customer service reps need to possess excellent communication and people skills, as well as organizational skills. They should have basic knowledge of teller functions as well, and have good computer skills and the ability to work on all office equipment.
Also see: Online Banking Customer Service Jobs
The average salary for customer service representatives can vary widely from branch to branch, bank to bank, and state to state. The average annual salary of customer service representatives according to the U.S. Bureau of Labor Statistics is approximately $30,000, but that includes all customer service representatives in the banking industry. Some customer service representatives may work in call centers rather than branches, and these salaries can be quite different.
Potential Career Paths
Depending on the size of the bank, customer service representatives can be promoted into customer service supervisors. Although most banks require managers to have a college degree, if the customer service rep has taken some college courses and has a successful sales record, the rep could be promoted to personal banking or commercial banking representatives or managers.
Customer service representatives could also opt to become reps at other departments in the bank’s corporate office, and could be promoted to supervisory and management positions in those departments.