Account Services Representative

Job Description

Job Description

Process new accounts to expand customer base

·         Open new accounts following management approval

·         Orient new customers to Bank products and services

·         Maintain account records to keep information accurate and current

·         Schedule outside calls with existing customers

Recommend and sell appropriate products and services to strengthen customer relationships

·         Make recommendations to customers to expand their use of the Bank's products and services

·         Executes the appropriate forms necessary to provide new products and services

·         Responds to customer questions and concerns

Record all account/customer status changes

·         Update customer demographics (i.e., mother’s maiden name, driver’s license numbers, phone numbers, etc.)

·         Perform customer profile changes (i.e., address changes)

·         Perform signature card changes

·         Add signers to accounts

·         Add status codes and remarks on accounts

·         Scan signatures on new accounts and changes on re-opened/existing accounts

·         De-scan closed account

Oversee growth, sales and ongoing development of the debit and credit card programs

·         Acquire new credit and debit cardholder accounts

·         Serve as liaison between bank and card processing agent

·         Remain current on all compliance issue and industry trends

Assist ATM, credit and debit card customers

·         Investigate and/or respond to customer questions regarding card issues/problems

·         Assist with debit and credit card fraud cases

·         Process credit card payments

·         Assist customers with card technology and applications

·         Perform credit and debit card account maintenance

Responsible for balancing, servicing or repairing ATMs

·         Maintain supplies

·         Responsible for ATM compliance, balancing and software upgrades

·         Responsible for servicing ATMs on weekends or after normal business hours

Manage the merchant portfolio

• Attract new customers to the merchant program
• Maintain all merchant files and oversee accurate completion of merchant setup forms
• Serve as liaison between merchant provider and customer

Provide service to all walk-in and telephone customers

·         Provide information to customers face-to-face or via telephone

·         Assist, as needed, in routing telephone calls to the appropriate person or department

·         Identify new methods of providing superior customer service to walk-in and telephone customers

Respond to customer problems and requests in an efficient, accurate, and courteous manner

·         Respond to customer inquiries regarding account related issues or bank policies

·         Provide information/assistance or routes caller to appropriate staff member

·         Identify opportunities and make recommendations to cross sell bank products and services to customers

·         Reconcile statements upon request and perform research projects as needed