CSR Lead (Teller Lead)

M&I Coporation financial services company, which focuses upon developing long-term customer relationships, involvement in local community, and high quality service with a strong customer service focus.

We are currently looking for a CSR Lead (Teller Lead) for our Overland Park - Blue Valley location. Hours are M-F 8-5, rotating Saturdays 9-12.

PRIMARY FUNCTION:
Function as the Bank’s primary contact with the public by performing all duties of a CSR II on a more advanced level. The CSR Lead will assist other CSRs with questions or problems, perform training, and will be assigned special projects when needed. The CSR Lead will have regular duties that assist the CSR Supervisor and will be the primary back up when the CSR Supervisor is not available.

SPECIFIC DUTIES/ACCOUNTABILITIES:
Client servicing/Referring -Approximately 80%
· Provide quality, personalized service to ensure customer satisfaction/retention in order to meet established shopping goals.
· Receive checking and savings deposits/withdrawals, check endorsements, verify cash in/out and issue receipts.
· Accept checks for cashing; verify endorsements, validity, and availability of funds.
· Receive various types of payments, redeem savings bonds, coupons, food stamps, issue money orders, official checks, close accounts, prepare miscellaneous documentation, etc.
· Count, prove, and package currency and balance cash drawer.
· Effectively uses technology in order to accurately complete required client transactions and documentation.
· Assist with the implementation review of Branch Certification Program guidelines.
· Complete proportionate share of customer transactions.
· Recognize and identify opportunities for referring clients to appropriate areas in order to meet established referral goals.
· Provide timely follow-up to clients by telephone, written correspondence, or personal contact.
· Display strong negotiation skills and good business judgment when waiving fees or making price concessions.

Training -Approximately 10%
· Maintain above average level of financial services knowledge by participating in in-house and external training.
· Coach and train other CSRs regarding; products; client servicing; referral techniques; operational, compliance, security policies and procedures; and problem resolution.

General Administration -Approximately 10%
· Actively participate and facilitate sales, product knowledge, and service meetings.
· Provide feedback on client concerns: product features, pricing, and new product development needs.
· Make check approval decisions, ensure compliance of regulatory and operational functions (CRA, bank secrecy).
· Assist with the agendas and conducting weekly sales and service meetings.
· Represent the bank in community affairs and civic organizations to support Community Reinvestment Act.
· May manage the branch vault cash remaining consistent with Cash Manager guidelines.
· May assist the CSR Supervisor with the general ledger accounts and variation logs.
· Provide feedback on performance of CSR staff.

Other
· Perform all other reasonable related duties as required.
REQUIREMENTS
EDUCATION/KNOWLEDGE/SKILLS:
1. High school diploma or equivalent preferred.
2. Advanced understanding of financial products and services.
3. Math skills and accuracy required.
4. 3 or more years of previous CSR or customer service experience preferred.
5. Previous cash handling experience required.
6. Sales experience required.
7. Strong communication, interpersonal, and organizational skills.
8. Average keyboard/computer skills.
9. Enjoys working with clients and demonstrates good interpersonal skills.
10. Position requires standing 75-95% and occasional lifting up to 50 Ibs.
11. Weekend or evening hours may be required.

PERFORMANCE MEASUREMENT:
· Maintain an average year to date CSR Incentive Performance Score between 3.25-4.0.
· Meet shopping performance goal.
· Meet daily-qualified referral goals.
· Meet bank standards for balancing and transaction count.
· Adherence to documentation, compliance and security policies and procedures.
· Complete training courses as outlined in the CSR Progression Model

M&I Corporation offers a competitive salary and benefits package. For additional information about M&I Corporation, please refer to our Website at www.micorp.com.

Please apply on-line at www.micorp.com.

EEOE M/F/D/V This company is an equal-opportunity employer.