Nowadays, most of our daily banking can be done online, by phone or with
a quick trip to the ATM. But, for more complicated banking needs, or for those
who prefer to deal with a live person, there are customer service representatives
(CSRs).
Also known as tellers, CSRs are the front-line staff at financial institutions.
CSRs help clients with their day-to-day banking needs. They process cash
deposits, withdrawals, checks and money transfers. They assist clients in
paying their bills. They may also open and close accounts for clients.
It's important for CSRs to have a good understanding of their bank's services.
Often they're the first people clients contact with questions. They're also
the first points of contact if something doesn't add up in a client's account.
So, good people skills are important for CSRs.
Much of the work traditionally done by CSRs can now be done through online
banking, telephone banking or an ATM. The volume of clients seeking face-to-face
service has dropped. This trend has led to some changes for CSRs.
At many banks, CSRs are now responsible for sales, in addition to their
traditional banking responsibilities. They're trained to match clients to
financial products and services. This could include referring clients to financial
advisors, personal bankers or credit managers.
"Being the first and sometimes the only point of contact for the majority
of customers, CSRs play a vital role in referring clients to the personal
bankers, encouraging clients to sign up for monthly service packages, credit
cards, credit lines, mortgages, insurance and other products," says Shruti
Jumani. She works on a banking team for a securities company. She came to
the job after gaining experience as a CSR at a bank.
CSRs typically find work at banks, savings institutions or credit unions,
as well as other finance and insurance companies. They work in office environments
and use computers most of the day. A 40-hour work week is common. Part-time
work is also available. Most CSRs work regular business hours; however, some
jobs require weekend and evening shifts.
CSRs work on their feet most of the day. They walk around a lot and open
vaults and safes. "Most banks provide chairs, but the nature of the job makes
it difficult to sit often," says Jumani.
More physical work may be required of CSRs who are responsible for cash
custody. These workers load cash into ATMs. They also send and receive shipments
of cash and coins, which can be heavy. Vault doors are also heavy to push
open and close.
"It is entirely possible for a person with physical limitations or special
needs to work as a CSR. I have personally worked with CSRs who have been wheelchair
bound," says Jumani. However, she says employers must accommodate CSRs with
physical limitations. For example, these workers might not be required to
access safety deposit boxes or perform money shipments.