Client Service Associate

About the role

Responsible for providing prompt and accurate financial transactions in accordance with the Bank’s policies and procedures. Contributes to the development and retention of customer relationships by providing exceptional customer service and identifying appropriate cross-sell opportunities with professionalism and enthusiasm.

Responsibilities

• Provides exceptional customer service by standing to welcome the customer, using the customer’s name, taking responsibility for the customer, thanking the customer by name, and exceeding the customer’s expectations.
• Builds relationships with current customers to maintain goodwill and gain additional business.
• Recognizes, responds to, or refers sales opportunities (Accounts, Credit Cards, Loans, etc.).
• Actively participates in meeting retail branch goals and events, daily branch huddles, and weekly branch meetings.
• Performs all customer transactions and inputs them into the computer system in accordance with established procedures, including cashing checks, receiving cash for deposit, verifying amounts, verifying customer balances, and examining checks for appropriate signatures and endorsements.
• Places holds on accounts for uncollected funds in accordance with regulations.
• Monitors customer account activity and transactions to identify possible fraud.
• Balances currency, coin, and checks in cash drawer at end of shift in comparison to computer totals. Maintains appropriate cash levels in teller drawer in accordance with the security policy. Complies with the Teller Over and Short Procedure.
• Processes savings bonds, branch capture, cashier's checks, and other items based on branch needs.
• Allows customers access to safe deposit boxes following specified procedures.
• Assists tellers with balancing daily transactions and may assist in balancing vault.
• Profiles new and existing customers to better serve their financial needs; advises customers of appropriate bank products/services that will make their life easier, save them time, or save them money.
• Prepares and compiles new customer information in accordance with the bank’s CIP and Know Your Customer policies.
• Opens new accounts; ensures completeness and accuracy of documentation, including scanning into the system, and timely follow-up on missing or incomplete documents.
• Completes account/file maintenance with proper documentation.
• Assists customers with stop payments, debit card orders/reorders, debit card disputes, IRAs, health savings accounts, wire transfers, Directo-a-Mexico, online banking, and mobile banking.
• Takes initiative to answer customer phone calls/emails, takes ownership of their issue, resolves it, and provides appropriate feedback in a timely manner.
• Responds promptly to customer inquiries and requests regarding accounts and suggests resolutions for disputes or other account activity.
• Makes quality referrals to other areas of the bank and bank partners such as Commercial Lending, Consumer Lending, Treasury Management, Merchant Services, or the Mortgage Partner.
• Works professionally with, and generates goodwill between, the retail banking department and other internal departments.
• Generates new business to assist in meeting established profitability goals.
• Protects and safeguards customer information and bank property.
• Adheres to all bank and regulatory requirements and participates in required training.
• Actively participates in local community and bank-sponsored events.
• Performs other duties as assigned.

Requirements

• High school diploma or general education degree (GED) required.
• Must be 18 years old.
• Six to twelve months of bank teller experience required.
• Customer service or sales experience required.

Benefits

• Medical, Dental, and Vision coverage.
• Paid Time Off.
• 401k retirement plan.