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Cashmere Valley Bank Customer Support Center Representative I, II Job Status: Full Time Reports To: Customer Support Center Supervisor Amount of Travel Required: None Positions Supervised: None Benefits: medical, dental, vision, prescription, life, AD&D, long term & supplemental insurance, EAP, 401k match & profit sharing, accrue 8 hours of sick & vacation monthly, 11 annual paid holidays Location: Wenatchee, WA Department: Customer Support Center FLSA Status: Non-Exempt Grade/Level: $19.50 - $25.57 Work Schedule: Available to work Monday through Friday from 7:00 am to 6:00 pm, Saturdays on a rotating schedule and overtime as necessary. POSITION SUMMARY Supports and contributes to Cashmere Valley Bank's goal of providing the highest quality of service to its customers. Processes a variety of customer transactions and cross sells bank services to new and existing customers. ESSENTIAL FUNCTIONS Reasonable Accommodations Statement To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. Essential Functions Statement(s) * Resolve customer complaints and/or answer customers' questions regarding their banking needs and inquiries. * Actively explain, promote, or sell products or services. Process requests for address changes and other maintenance changes for customers. * Adhere to department metric standards with a Call Handle Ratio of 98% or better, and a Not Ready Time of 25% or lower. * Adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. * Communicate with branch staff and customers via telephone, e-mail, and the Online Banking secure message system. * Handle difficult or complex problems or escalate complaints or disputes. * Make recommendations to management concerning procedural changes. * Participate in the work of coworkers to facilitate productivity or to overcome difficult aspects of work. * Adhere to all policies, procedures and regulatory compliance requirements for Cashmere Valley Bank. * Regular, in person attendance is essential. * Model and uphold the Mission Statement of Cashmere Valley Bank. * Other duties as assigned. Job descriptions and duties may be modified if deemed necessary by management. POSITION QUALIFICATIONS Competency Statement(s) * Accuracy - Ability to perform work accurately and thoroughly. * Accountability - Ability to accept responsibility and account for his/her actions. * Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea. * Communication, Oral - Ability to communicate effectively with others using the spoken word. * Communication, Written - Ability to communicate in writing clearly and concisely. * Confidentiality - Keep all customer financial information strictly confidential. * Customer Service - Ability to demonstrate continuous quality customer service to internal and external customers. * Decision Making - Ability to make critical decisions while following company procedures. * Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards. * Initiative - Ability to make decisions or take actions to solve a problem or reach a goal. * Interpersonal - Ability to get along well with a variety of personalities and individuals. * Judgment - The ability to formulate a sound decision using the available information. * Multi-task - Ability to prioritize, manage and perform mu