Customer Service Officer

Customer Service Officer (CSO)Weatherford, OK

Onsite Position

122 N. Broadway Street, Weatherford, OK 73096

Full Time

SUMMARY

The CSO is responsible for Branch Management, Personnel Administration, Sales and Service of Bank Products, Operational Compliance, Operational and Sales Support, Financial Reporting, Accounts Payable, Public Fund Pledging, Building and Grounds Maintenance, Committee Representation, Departmental Support, and Special Projects.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

BRANCH MANAGEMENT (MULTIPLE BRANCHES)

Ensure staffing of the depository and operations function within the branch is at a level necessary to meet customer demands

Oversee, direct and organize the work of the depository and operations function

Promote a culture of high performance and continuous improvement that values learning and a commitment to quality and customer service

Ensure staff members receive timely and appropriate training and development

Practice continuous communication across all branches

Establish and monitor staff performance and development goals, assign responsibilities and hold assigned staff accountable, set objectives, establish priorities, conduct annual performance appraisals and administer salary adjustments

Ensure workflow throughout the depository and operations function is evenly distributed and reviewed on at least a quarterly basis with department supervisors and/or employees

Expected to help answer the phone on evenings and weekends

PERSONNEL ADMINISTRATION

Ensure execution of personnel policies and procedures as set out by BancFirst are followed

Ensure execution of timely Annual and Mid-Year Performance Development Reviews

SALES AND SERVICE OF BANK PRODUCTS

Knowledge of all depository products is at a level to effectively discuss product benefits and features with customers and prospects

Ensure CSRs/PBs/Tellers are adequately trained on all products within 12 months of hire date

All customers are provided with a level of concern and consideration that exceeds their expectations whether interaction is by phone or in person

COMPLIANCE

All internal/external audit concerns are addressed within one week of audit reports

All reporting is submitted by dates defined

OPERATIONAL AND SALES SUPPORT

Staff meetings are held at least bi-weekly

Performance reviews are completed annually

Performance standards are reviewed quarterly with each staff member and updated as needed

Scheduling and support of CSR/PB staff is provided on an as needed basis

FINANCIAL REPORTING

All expenses are reviewed for accuracy and documentations, initialed, and forwarded to the President within 24 hours of receipt

PUBLIC FUND PLEDGING

Releases and Pledges are given to the proper entity within 24 hours of receipt

Signed releases and pledges are sent to the Investment Department immediately upon receipt

Monthly Reporting requirements

BUILDING AND GROUNDS

Manage relationships/agreements with external partners/vendors

All buildings and grounds are maintained at a level acceptable to management

COMMITTEE REPRESENTATION

Various committee participation is required

Perform other job related duties and special projects as assigned

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

REQUIREMENTS AND QUALIFICATIONS

Demonstrate excellence and expertise in the fields of financial management, administration and operations

Community Engagement & Involvement

Excellent communication skills (both verbal and non-verbal)

Good project and time management skills

Knowledge of business and management principles

Sound knowledge of finance, technology and administration

Management and Leadership knowledge and experience

Experience with subpoenas and levies

PHYSICAL REQUIREMENTS

Constant use of computer screens and reading of reports

Ability to operate a computer keyboard, multi-line telephone, photocopier, scanner and facsimile

Regularly required to sit, use hand to finger, handle or feel, reach with hands and arms, and talk, see or hear

Intermittently standing, stooping, bending at the waist, walking, kneeling or crouching to file materials

Regularly lift and/or move and carry up to 10 pounds

Hometown service, statewide strength.BancFirst is committed to investing in the future of Oklahoma communities. BancFirst is a $12 billion bank offering personal and commercial products, trust, insurance, and investment services in fifty-nine Oklahoma communities. Employees enjoy excellent benefits and a learning environment that allows them to continuously improve their skills to deliver highly personalized service to customers.
EOE/AA - BancFirst is an Equal Opportunity and Affirmative Action employer.

Diversity…Our differences enhance business performance.