Summary of Job Description:

Is responsible for the efficient, effective overall management of the Customer Service Specialist

line, and ensuring that the Bank’s established policies and procedures are followed. Is responsible

for securing branch reserve vault cash and maintaining appropriate cash levels. Instructs all

customer service specialists on any changes in policy and procedure. Must be able to provide

technical computer assistance on Customer Service Specialist software system and solve difficult

customer problems. Performs all Customer Service Specialist functions, as well as having the

additional knowledge and experience required of the position. Responsible for providing high

quality customer service in processing transactions and providing customers with information

concerning products and services available. Assists other Customer Service Specialists with

balancing and problem solving as required. Must have strong leadership skills, desire to grow

within organization, and be flexible in time required as a Head Customer Service Specialist. This

may include working extra hours in order to properly support the Customer Service Specialist line

and Bank operations.

Primary Duties & Responsibilities:

 Staffing

• Monitors and supervises customer service specialist training to ensure appropriate

levels of job and product knowledge for new hires and all customer service specialist

staff.

• Is responsible for the scheduling and coordination of all daily customer service

specialist activities to include work schedules, lunches and balancing, to ensure the

delivery of a consistent high standard of customer service.

• Ensures that customer service specialists maintain a professional image to include

appropriate attire, proper handling of customer transactions, ensuring the

confidentiality of customers, and all operations of the customer service specialists

adhere to Bank standards.

• Conducts customer service specialist meetings regularly in order to provide

guidance, explain changes in policy or procedures in addition to providing guidance

with problems the CSS staff may have.

• Cross trains all CSS staff to ensure there are skilled individuals to support the line at

all times. In addition, is responsible for the training of a backup for the head

customer service specialist position.

• Provides sales coaching and development in order to assist customer service

specialists and provide our customers with top notch assistance. Ensures staff is

aware of all current marketing promotions.

• Diffuses and resolves conflicts immediately when needed with employees and

customers.

• Provides management with feedback on each Customer Service Specialist at the

time of Performance Evaluations and conference reports.

• Must represent the Bank in a positive and professional manner at all times.

Sales and Service

• Responsible for developing and maintaining customer and business relations

through interaction with customers and support for these customers in a proactive

manner.

• Welcomes customers by engaging them in a friendly, upbeat interaction upon

entering the branch. Engages customers in conversation while processing their

banking transactions. Uses customer name.

• Utilizes face-to-face opportunity to refer products and services that the bank offers

to the customer

• Works with Regional Branch Sales Manager and Assistant Branch Sales Managers in

developing strategic plans for meeting branch goals for loan, deposit and services

growth through customer service specialist referrals. Achieves personal goals and

assists all customer service specialists in achieving their personal goals.

• Participates in branch sponsored sales events, including customer appreciation days,

special promotions and prospecting activities, where appropriate.

• Proactively seeks internal training to ensure appropriate levels of job and product

knowledge.

• Is required to maintain a current knowledge of Lake Shore Savings’ products,

services and maintain familiarity with current promotions in order to provide

outstanding customer service to Lake Shore Savings’ customers as well as leadership

and guidance to the Customer Service Specialists.

• Proactively seeks training to learn Personal Banker duties in order to provide the

branch with support as required and also to prepare for future career advancement.

• Answers questions and solves problems for customers and customer service

specialists concerni