Customer Service Representative Ii

Summary

The Customer Service Representative is responsible for performing intermediate duties and support related to branch operational activities and financial services by processing all new account-related transactions. Assists customers in their selection of various accounts and financial services, cross-sell the Bank’s products and services, and opens, maintains, and closes all account types.

Essentials

• Performs intermediate duties and support related to branch operational activities and financial services by processing all new account-related transactions.

• Assists consumer and business customers in their selection of various accounts, products, and financial services available from the Bank, and ensures cross-sell opportunities are presented by applying professional sales techniques.
• Interviews customers to obtain information; establishes proper identification of new customers; determines need and extent of reference investigation; and assists customers in completing credit applications.
• Provides support to all assigned areas of branch operations where service or assistance is needed, including new accounts, teller, safe deposit, vault teller, and lending; and provides leadership, training, and support to less experienced new account representatives and other branch staff members.
• Discusses, prepares, and processes documents related to the Bank’s electronic banking services.
• Discusses and accepts merchant card applications for submission to the bankcard services department.
• Makes decisions regarding the opening of new deposit accounts; assigns account numbers; completes forms requiring customer signature(s); checks credit history; accepts initial deposits; and prepares all documents and items pertaining to checking accounts, savings accounts, and certificates of deposit for processing.
• Operates personal computer to process account activity, and determines balances and resolve problems within given authority.
• Processes various loan transactions; consumer, commercial, and real estate loan payments and advances.
• May represent the Bank in various community, civic, and community reinvestment functions to further enhance the Bank’s image and develop additional business.
• Provides effective CUSTOMER SERVICE by answering customer questions; investigates and corrects errors; and resolves problems or other issues.
• Issues official checks, certificates of deposit (COD), etc.
• Performs safe deposit duties by opening accounts, controlling access, assisting customers, and processing affiliated reports.
• Receives and processes stop payment and hold orders.
• Presents funds received from customer to teller for initial deposits, determine funds availability and obtains receipt for the customer.
• Processes credit reports, wire transfers, address changes, check and deposit slip orders, and endorsement stamp orders.
• Records, files, scans documents, updates information, and sorts mail or reports as required.
• Gathers data and processes various reports and callbacks.
• Answers telephones and directs callers to proper Bank personnel.
• Processes debit card applications, card ordering, and file maintenance.
• Processes statements, renewal notices, and interest payments for IRA and certificates of deposit accounts.
• May assist in opening and closing the vault daily, and assist in balancing vault currency and coin.
• Cross-trains less experienced branch personnel.
• Types routine letters reports and forms.
• Maintains files, copies, and faxes documents, and orders and distributes supplies.
• Performs official notary service duties.
• Treats people with respect; keeps commitments; Inspires the trust of others; works ethically and with integrity; upholds organizational values; and accepts responsibility for own actions.
• Demonstrates knowledge of and adherence to Equal Employment Opportunity (EEO) policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; promotes working environment free of harassment of any type, and builds a diverse workforce and supports affirmative action.
• Assures compliance with all Bank policies, procedures, and processes, and all applicable state and federal banking laws, rules, and regulations, and adheres to Bank Secrecy Act (BSA) responsibilities that are specific to the position.
• Completes administrative tasks correctly and on time; supports the Bank’s goals and values; and benefits the Bank through outside activities.
• Performs the position safely, without endangering the health or safety of themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations, and orders issued under the OSHA Act of 1970, which apply to one’s actions and conduct.