Customer Service Representative

POSITION TYPE: FULL-TIME

The Customer Service Representative is responsible for conducting financial transactions between customers and the Bank both in person and over the phone and handle both routine and complex customer inquiries and problems.

Duties and Responsibilities:

• Represents the Bank favorably to both current and prospective customers.
• Provides prompt, efficient and accurate service in the processing of transactions.
• Note and verify significant information as required by the Bank policy or procedure.
• Ensure that Bank procedures are followed when performing transactions on all equipment.
• Exercise discretion, judgement, and initiative regarding transaction problems and procedures.
• Identify customers’ financial service needs and focus on promoting bank products and services to customers to meet those needs.
• Maintain adequate working funds as required by Bank policy; as necessary, purchase working money supply from vault.
• Verify and balance assigned drawer daily with minimal cash variances.
• Assist in reconciling errors for self and other tellers.
• Issue cashier’s checks, money orders, and bank checks.
• Issue and maintain debit cards following Bank policy.
• Verify that opening and closing procedures are followed.
• May prepare necessary forms for proper completion of Bank Secrecy Act requirement (includes obtaining appropriate documentation from customer/non-customer).
• Receive and answer questions on Bank policies and practices, maintain good customer relations at all times.
• Direct customers to appropriate employees for answers to more complex problems or inquiries.
• Discuss problems related to specific accounts and refer more difficult questions to a supervisor or bank officer.
• Help coworkers with difficult internal problems or customer inquiries/problems while ensuring prompt and courteous responses to customer inquiries.
• Count, wrap, and bag coins. Count and verify currency to sell. Accumulate mutilated currency to be shipped out.
• Balance or assist in balancing the working fund.
• Assist with other bank work as requested including statement stuffing, filing, and answering phones.
• Other duties as assigned

Required Skills/Abilities:

• Excellent written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Excellent mathematical skills.
• Trustworthiness and the ability to act with integrity.
• Thorough understanding of customer service.
• Ability to maintain highest level of confidentiality.

Qualifications:

• High school diploma or equivalent is required.
• Previous experience working directly with the public is preferred.