Job Title: Customer Service Representative
Department: Operations
Reports To: Teller Supervisor/Branch Manager
Classification: Exempt
Nonexempt
Summary
The Customer Service Representative position provides routine and intermediate branch and customer service by accurately and efficiently completing basic cash receipt and payment services in the lobby and/or drive-up window in accordance with Bank policies and procedures; and with banking laws and regulations. This position actively promotes business for the Bank by maintaining good customer relations and cross selling Bank products and services.
Supervisor Responsibilities
This position has no supervisory responsibilities.
Essential Duties and Responsibilities
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Receives checks and cash for deposits to accounts; verifies amounts, examines checks for proper endorsement, and currency for genuine characteristics.
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Examines checks deposited to determine proper funds availability based on regulations and places hold as necessary.
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Enters deposits into computer records, and issues customer receipts.
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Receives payments for consumer, mortgage and other loans ensuring payments match balances due. Enters payments into computer and generates customer receipts.
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Performs advances for line of credit loans and ensures the availability of funds/undisbursed amounts.
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Cashes checks and processes withdrawals; pays out money after verification of signatures, endorsements and customer balances.
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Receives and processes loan payments and deposits to accounts received by mail.
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Records and process night depository contents under dual control and records proper information on financial institution’s forms.
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Issues cashier’s checks, processes cash advances, and redeems U.S. Savings Bonds in accordance with the financial institutions policies and procedures.
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Buys and sells currency from the vault as necessary, ensuring that teller drawer cash limits are not exceeded.
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Ensures that ATMs are balanced weekly.
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Answers basic customer inquiries regarding interest rates, service charges, account histories etc. while complying with disclosure requirements and consumer privacy policies.
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Accepts and accurately processes requests for name and address changes, unauthorized ACH, debit card disputes, stop payment orders, wire transfers, check reorders, and other similar special services.
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Counts and packages coin and currency.
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Promotes and explains other financial institution services/products such as loans, IRAs, certificates of deposit, safe deposit boxes, debit cards, credit cards, mobile banking, online banking/bill pay, remote deposit capture, cash management etc.
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Greets and admits authorized customers to the safe deposit vault area. Checks after the customer visits the safe deposit box area to ensure nothing is left behind.
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Encourages customers to switch from mailed statements to electronic statements.
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Verifies customer information to ensure customer records are up-to-date such as customer email address, telephone number etc.
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Performs branch capture duties and ensures that all branch work is in balance.
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Balances teller cash drawer at the end of the shift and compares totaled amounts to computer generated proof sheet. Reports any discrepancies to the supervisor/branch manager.
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Ensures that the teller station and drive-in area are properly stocked with forms, supplies, etc.
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Reports malfunctions of teller terminals, drive-in and other equipment used at the teller station to management.
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Performs teller system overrides according to assigned system level if designated by the Supervisor/Branch Manager.
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Performs daily balancing of teller proof reports to the general ledger statement of condition if designated by the Supervisor/Branch Manager.
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Balances the vault on a daily basis and maintains cash limits set by the Board of Directors and as stated in insurance policy contracts if designated by the Supervisor/Branch Manager.
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Verifies money received or sent for deposit in the financial institutions vault at designated times and records the transaction appropriately if designated by the Supervisor/Branch Manager.
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Performs teller management assessments on a monthly basis if designated by the Supervisor/Branch Manager.
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Prints and processes in-house check orders using the Premier Check Printing System if assigned to the branch location designated to print checks.
Other Duties
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.
Job Requirements
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High school diploma or equivalent.
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Cash handling or sales experience preferred.
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Good organizational skills, self-motivated, enthusiastic, and maintains a positive attitude.
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Ability to pay close attention to detail with a high degree of accuracy.
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Ability to balance cash drawer.
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Sense of urgency in responding to customers is critical.
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Ability to work independently as well as part of a team.
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Strong customer service values coupled with the ability to identify critical tasks and follow through for completion.
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Ability to learn, retain and follow complex legal and regulatory and security requirements.
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Ability to learn, retain and communicate the basic benefits of a wide variety of Bank products and services. Recognize and identify customers through observations and questions; and refer customers to the experts.
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Ability to utilize various types of office equipment including a computer terminal.
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 regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to walk. The employee is occasionally required to sit and stoop, or kneel.
The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception 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.
This position requires working on week-ends.
This position may require travel to other branches.
The noise level in the work environment is usually moderate.
