Customer Service Representative II

Summary/Objective: This position provides service to bank customers by conducting appropriate transactions and meeting the needs of customers by referring them to appropriate departments in the bank, cross-sells bank services and opens new consumer checking and savings accounts.
Requires thorough knowledge and familiarity of the various accounts and products provided by the bank.
May manage the vault, lead branch opening/closing procedures, and/or primarily process commercial transactions.
Required hours are Monday through Friday 9:00 am to 6:00 pm and two Saturdays per month from 8:00 am to 1:00 pm.
Essential Functions: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Provides exceptional customer service to both external and internal clients and represent oneself and the bank in a positive, courteous, friendly, and professional manner.
Prioritizes work in a fast-paced environment and make on-the-spot decisions regarding customer transactions, weighing customer satisfaction with Bank exposure to loss or fraud.
Answers basic customer inquiries regarding interest rates, service charges, and relates complete account information in a timely manner while complying with disclosure requirements, regulations, and consumer privacy policies.
Issues cashier’s checks, Gift Cards, and Debit Cards.
Process cash advances and redeems U.
S.
Savings Bonds.
Provides efficient and courteous customer service, cross-marketing and explaining financial institution services such as IRAs, certificates of deposit, safe deposit boxes, traveler’s checks, and money orders to ensure the customer has the best product available for their needs.
Refers customers to appropriate personnel for other financial institution services such as consumer and mortgage loans to generate new business for the Bank when appropriate.
Receives checks and cash for deposits to consumer and commercial accounts, verifies amounts, examines checks for proper endorsement and determines proper funds availability based on regulation requirements, receives proper identification for cash back, enters deposits into computer records, and issues receipt of deposit.
Receives mortgage, consumer loan and other loan payments, enters payments into computer and generates customer receipts.
Places holds on accounts for uncollected funds when required to protect the customer or the bank.
Is responsible for checking night depository bags and recording proper information on the financial institution’s forms.
Balances cash drawer or recycler throughout and at the end of each shift and compares totaled amounts to computer-generated proof sheet with a high level of accuracy.
Buys and sells currency from the vault or recycler as necessary, ensuring that the designated cash limits are not exceeded.
Reports any discrepancies to the supervisor as necessary.
Ensures that the teller station is properly stocked with forms, supplies, etc.
Reports malfunctions of teller terminals and other equipment used at the teller station.
Opens and maintains consumer accounts offered by the financial institution.
Prepares and maintains account paperwork, including signature cards, check orders, transfers, and service charges.
May count, check, and package coins and currency.
May open and close the Bank by following established security procedures.
Follows all bank policies and procedures.
Work Environment: This job operates in a professional office environment.
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
The noise level in the work environment is usually moderate.
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.
While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; talk or hear.
This position may require long periods of standing or sitting and may include long periods of typing and repetitive motion.
Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
Candidates must possess the ability to occasionally lift and carry cash drawers, coin bags, and boxes sometimes weighing as much as 25 pounds.
Candidates must also have the ability to stoop, bend and squat in order to fulfill physical demands.
Required Education and Experience: High school diploma or GED.
Successful completion of in-house training program (if available) or other acceptable training program.
Good oral and written communication skills, as well as good selling skills.
Thorough knowledge of financial institution products and services.
Good analytical and interpersonal skills.
Preferred Education and Experience: 1 year of previous cash handling or sales experience in a financial institution.