Customer Service Representative - Paola

Provides customers in reception area with a complex variety of account-related service assistance.  Shares responsibility in the branch for basic teller duties.   Expected to deliver customer service as outlined in our “customer pledge” and “customer service standards”.    Researches customer inquiries and resolves problems appropriately.  Performs data input verification and file maintenance.  

GENERAL:

• Greets and directs customers in person and on the phone.
• Explains various services/products available and assists customers in selecting these services/products which best meet their needs.
• Maintains confidentiality of customer accounts.
• Routinely check internal bank email and other bank communications.

 NEW ACCOUNTS:

• Opens various types of new accounts; verifies and processes changes to existing accounts.
• Scan supporting account documentation.
• Process customers check orders. 
• Encourage and maintain new and existing customer relationships by completing the Customer On-boarding process which includes:
  • Preparing follow up letters/thank you notes to customers.
  • Entering appropriate information into onboarding program.
  • Making follow up phone calls to customers.
• Assist customers with balancing checking accounts.
• Performs reprints of customer statements.
• Creating or maintenance of debit cards.
• Establish or maintain internet banking
• Process POS (point of sale) disputes for customers.
• Perform transaction item research for customers.
• Provides assistance with “stop pays” and wire transfers
• Performs a variety of other tasks, such as filing, copying, and distributing and opening mail.
• Opens or closes safe deposit boxes; assist customers with accessing their safe deposit boxes and assists with inventory of deceased customers’ boxes.
• May also provide notary public services.
• Handle self-directed IRAs with respect to customer service and maintenance.
• Open IRA accounts.  Handle specific customer paperwork upon request.

TELLER:

• Accepts checks for cashing, receives checking and related accounts; accepts deposits, verifies cash and endorsements, makes change, and issues receipts.
• Receives savings deposits, pays withdrawals after verifying balance and signature; redeems U.S. Savings Bonds. 
• Receives loan payments when payment due notice or installment loan coupon accompanies payments.  Processes credit card cash advances.
• Performs various balancing functions, including ATM, and drop off bags.
• Processes night deposit and mail-in deposits.
• Sells cashier’s checks, and other bank services.
• Responds to customers’ inquiries, by phone or in person, as appropriate.  This includes giving balance information or other details about a customers’ account.
• Maintains proper cash level in drawers, keeps cash secure, and maintains a high level of safety and security for the bank.  Services ATM according to schedule or need.
• Provide cleaning and maintenance to teller equipment such as coin counter, scanner, etc.

 OTHER:

• Attend/complete required annual training. 
• Actively involved in community activities. 
• Participates when possible in bank activities.
• Performs other tasks requested by supervisor as they relate to the Bank and its functions.