Customer Service Representative

About the role

The Customer Service Representative assists customers with banking transactions and offers referrals for additional products and services. They deliver excellent customer service, maintain operational quality and accuracy, follow policies and procedures, and work with leadership to achieve personal goals.

Responsibilities

• Performs routine teller transactions working directly with clients.
• Accepts, verifies, and processes basic to more complex customer transactions according to established procedures and security guidelines.
• Works quickly to service customers waiting in line, but maintains close attention to detail and complies with all policies, procedures and regulatory guidelines.
• Maintains and balances a cash supply for transactions performed.
• Adheres to all cash handling policies and procedures and balances cash at the end of each shift.
• Provides exemplary customer service.
• Identifies customer needs, provides information on products and services, builds awareness of new products and services, and identifies customer needs to capitalize on business referral opportunities.
• Reviews customer transactions for red flags and fraudulent items.
• Prevents customers from becoming victims of fraud.
• Refers customers to Branch Management and the proper department for issues that cannot be resolved at the teller line.
• Aids customers with account reconcilement, copies of statements and checks, check orders; account closure, and safe deposit box entrances.
• Gathers data and processes various reports and forms (e.g., Currency Transaction Reports, Reg CC, holds, overdraft, etc.) to ensure compliance with Bank policies and procedures, Bank Secrecy Act/Anti-Money Laundering and regulatory compliance programs.

Requirements

• High School Degree or GED required.
• Minimum of 1 year cash handling experience required in a customer facing role or experience in a banking environment with basic knowledge of bank deposit products and services required.
• Excellent interpersonal skills, attention to detail, and customer service.
• Ability to work independently, make decisions using available information, and collaborate effectively as a team member.
• Basic knowledge of Bank deposit products and services.
• Ability to understand customer loan requests and make appropriate referrals.
• Ability to understand customer requests and provide awareness of additional products and services to make appropriate referrals.

Qualifications

• ADA Requirements: 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.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Skills

• Customer service skills.
• Attention to detail.
• Knowledge of bank deposit products and services.
• Ability to understand and refer customer loan requests.
• Ability to understand and provide awareness of additional products and services to make appropriate referrals.

Benefits

• Comprehensive employee benefits program.
• Medical, prescription, dental, and vision coverage for employees and their eligible family members.
• Life Insurance, AD&D, and Disability benefits.
• Health Savings Account with employer contribution.
• Healthcare and Dependent Care Flexible Spending Accounts and Commuter/Parking Benefit.
• 401(k) and Roth 401(k) with company contribution.
• 529 Education Savings plan, Tuition Reimbursement Program and Student Loan Assistance Program.
• Supplemental Health plans, Voluntary Legal and Identity Theft Services.
• 11 paid holidays, paid Sick days (accrual of one hour for every 30 hours worked), up to 25 paid vacation days, and 16 hours of paid volunteer time throughout the calendar year.
• Free personal checking and savings account; Discounted rates on primary residence loan with $0 origination fees (restrictions apply).

Pay

$20.00 - $24.00 hourly. Eligible for Retail Incentive Plan.