Retail Support Services Specialist

PB&T Bank has been fulfilling financial needs and exceeding our customers' expectations since 1889. We are a full service bank, providing products and services for individuals and small businesses, specializing in commercial and construction lending. Over the years, PB&T Bank has endured and become a stronger, more secure bank, while remaining independently owned and operated, allowing for a more personal banking experience.

Our customers have come to know they can trust and count on PB&T Bank for excellent customer service and equally excellent products.

We stand by our Signature Banking culture which is the highest level of customer service each customer receives from an employee of PB&T Bank. Building relationships with internal and external customers based on confidence and trust that PB&T Bank is conducting banking business by taking ownership of customer needs and providing follow up after resolution. We put customers at ease knowing we have completed transactions to the best of our ability. PB&T Bank employees take pride and responsibility by placing their signature on all accomplished work.

General Purpose

This position is responsible for providing excellent customer service to internal and external customers being able to perform the following duties:

Essential Duties/Responsibilities

• Comply with requirements of Signature Banking
• Accurate data entry of maintenance performed on all deposit accounts on the system
• Provide phone support to internal and external customers by answering questions and resolving problems
• Provide support to the online banking, online bill pay, telephone banking, mobile phone banking and related systems
• Process customer’s requests according to established policies and procedures
• Provide timely feedback to your supervisor regarding service and/or product failures or customer concerns
• Process Bankcard disputes, fraud monitoring and risk mitigation
• Process exception items for all deposit accounts and return deposited items in a timely manner
• Process adjustment from the Federal Reserve Bank
• Process reclamations received from the US Treasury
• Process teller and customer transactions from all sources, prepare cash letter to be sent to their final destinations. Initiate and monitor end-of-day processing for the entire Bank
• Retrieve and transmit daily work to and from appropriate end points
• Process customer’s requests for wire transfer of funds
• Reconcile official checks and process verification of deposits
• Review of data entry work from the day before
• Review of data entry, legal documents and associated items to ensure all compliance requirements are met
• Ability to perform all duties and responsibilities in a timely and effective manner in accordance with policies, guidelines to achieve the overall objectives of the position
• Regular predictable absences

Other Duties

• Perform other duties and responsibilities as assigned

Knowledge

• Telephone etiquette
• Principles of banking
• Knowledge of deposit compliance regulations

Skills

• Ability to communicate effectively, both orally and in writing with co-workers, and customers and vendors
• Strong interpersonal skills with employees, customers and venders
• Data input and 10-key skills.

Ability

• Ability to build strong working relationships, internal and external to the organization.
• Ability to be a flexible team player and work successfully in a changing environment
• Reasoning, calculating.

Education

• Successful completion of High School Diploma or G.E.D. Certificate

Experience

• Preferred one year of customer service experience or related training.

Equipment Involved

• Personal computer
• Telephone, telephone headset, fax machine, scanner and copier
• Calculator and 10-key

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit or stand for long periods of time and repetitive arm/hand movements while operating a computer or equipment. This position is fast paced with frequent interruptions. The employee is occasionally required to reach with hands and arms; stoop, kneel, or crouch. Proper lifting techniques are required to lift, pull, push and/or move objects weighing up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The duties listed in this job description are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

This job description does not constitute an employment agreement between the employer and the employee and is subject to change as the needs and/or requirements of the job change deemed by the employer.