Account Services Representative

Responsibilities

• Process new accounts to expand customer base
• Open new accounts following management approval
• Orient new customers to Bank products and services
• Maintain account records to keep information accurate and current
• Schedule outside calls with existing customers
• Recommend and sell appropriate products and services to strengthen customer relationships
• Make recommendations to customers to expand their use of the Bank's products and services
• Execute the appropriate forms necessary to provide new products and services
• Respond to customer questions and concerns
• Record all account/customer status changes
• Update customer demographics
• Perform customer profile changes
• Add signers to accounts
• Add status codes and remarks on accounts
• Scan signatures on new accounts and changes on re-opened/existing accounts
• Oversee growth, sales and ongoing development of the debit and credit card programs
• Acquire new credit and debit cardholder accounts
• Serve as liaison between bank and card processing agent
• Remain current on all compliance issues and industry trends
• Assist ATM, credit and debit card customers
• Investigate and/or respond to customer questions regarding card issues/problems
• Assist with debit and credit card fraud cases
• Process credit card payments
• Assist customers with card technology and applications
• Perform credit and debit card account maintenance
• Responsible for balancing, servicing or repairing ATMs
• Maintain supplies
• Responsible for ATM compliance, balancing and software upgrades
• Responsible for servicing ATMs on weekends or after normal business hours
• Manage the merchant portfolio
• Attract new customers to the merchant program
• Maintain all merchant files and oversee accurate completion of merchant setup forms
• Serve as liaison between merchant provider and customer
• Provide service to all walk-in and telephone customers
• Provide information to customers face-to-face or via telephone
• Assist, as needed, in routing telephone calls to the appropriate person or department
• Identify new methods of providing superior customer service to walk-in and telephone customers
• Respond to customer problems and requests in an efficient, accurate, and courteous manner
• Respond to customer inquiries regarding account related issues or bank policies
• Provide information/assistance or routes caller to appropriate staff member
• Identify opportunities and make recommendations to cross sell bank products and services to customers
• Reconcile statements upon request and perform research projects as needed

Requirements

• Education: Two years post-high school degree or equivalent certification preferred
• Minimum Experience: Three years of banking experience