Customer Service Representative

Customer Service Representative

Provide customer service to Bank customers and assist in operations. Handle customer transactions, cross-selling of MCB products. Balance currency, coin, and checks in cash drawers at end of business day, and calculate daily transactions using computers, calculators, or adding machines. Assist Branch Manager with scheduling and problem resolution as needed.

1. Customer and Account Service

1. Be a primary contact for consumer banking, proactively learning about our customers and their needs, and providing a knowledgeable point of contact.
2. Represent the Bank positively, courteously, and with the greatest concern for the customer's interest.
3. Be friendly. Smile when dealing with customers. Reserve personal concerns for personal time away from the Bank.
4. Assist customers with opening, maintaining, and closing accounts. Recommend services that will meet the customer's needs and increase MCB's service base.
5. Assist customers with questions and problems on checking and savings accounts. Locate appropriate information and help resolve concerns.
6. Receive and handle or transfer calls to the Bank.
7. Assist Deposit Operations with account research, resolution, and maintenance. Process return items and forms as necessary.

2. Customer Transactions and Balancing

1. Ensure that transactions, balancing, receiving cash, and other functions are performed with dual control and/or all proper authorization
2. Cash checks and pay out money after proper identification has been acquired, verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds.
3. Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips.
4. Examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents
5. Enter customers' transactions into computers to record transactions and issue computer-generated receipts. Consult Branch Management for corrections. Place stops or holds on customers accounts as necessary.
6. Prepare and verify cashier's checks; Assist customers with access to lock boxes.
7. Receive mortgage, loan, or other bill payments, verifying payment dates and amounts due
8. Process transactions such as funds transfers, term deposits, retirement savings plan contributions, automated teller transactions, night deposits, and mail deposits.
9. Assist customers with access to lock boxes as needed.
10. Count currency, coins, and checks received, by hand or using currency-counting machine, to prepare them for deposit or shipment to branch banks or the Federal Reserve Bank.
11. Identify transaction mistakes when debits and credits do not balance.

3. MCB Products

1. Explain, promote, or sell products or services such as money orders, and cashier's checks, using computerized information about customers to tailor recommendations.
2. Cross-sell bank products and services based on customer needs, in accordance with the bank's program standards.
3. Conduct call-backs to external check printing companies to verify customer information.
4. Direct customers to other Bank staff if necessary to facilitate interactions.

4. Branch Operations

1. Open, set timers, and close the safe deposit vault utilizing dual control.
2. Conduct check verifications requested by third parties.
3. Order currency for the vault for bank use, as directed.
4. Clear the cash items as reported by the Operations department as directed.
5. Coordinate ATM and night deposit balancing and maintenance as directed.

5. Compliance

1. Diligently protect confidential information, and assist the Bank in ensuring that all confidential and sensitive information is handled appropriately.
2. Maintain an active awareness and understanding of policies, procedures, designated authorities, regulations, and laws, including but not limited to, the Bank Secrecy Act, Anti-Money Laundering Act, etc. Follow these at all times.
3. Communicate openly with supervisors and other management about policies, procedures, work conduct, and job functions. Ask questions to clarify any uncertainty in issues.
4. Address and report suspected violations of policy, procedure, Bank Secrecy Act, Anti-Money Laundering Act, and other laws and guidelines, as outlined in the Code of Conduct. Reported information will be kept confidential.
5. Participate in training sessions and policy updates as necessary. Assist with coordination of scheduling as appropriate.

6. Other

1. Ability to work scheduled and other needed hours at the designated location(s)
2. Assist Management with scheduling and other issues as directed.
3. All Team Members should provide consistently positive, effective, helpful service to all customers, both internal and external.
4. Assist other managers or Team Members as needed.
5. Management or Bank policy may revise, delete, or add responsibility as necessary.

7. Activity

1. Ability to operate office equipment, telephones, and computers
2. Ability to communicate fluently in English, in person, in writing, and on the computer
3. Ability to hear, speak, and understand verbal communication
4. Ability to read, write, count, and perform basic math functions
5. Ability to move head, shoulders, neck, and arms freely (e.g. operation of office equipment)
6. Ability to use manual dexterity and fine manipulation for operating a keyboard, using equipment, filing, etc.
7. Ability to lift up to 15 pounds, grasp, reach, and pull
8. Ability to think, remember, learn new information, and apply cognitive data to job functions
9. Ability to assess and concentrate on mental and physical job tasks to see them to completion

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience

High school diploma or equivalent, plus specialized schooling and/or on-the-job education in a specific skill area; e.g., banking operations, customer service, clerical/administrative functions, etc., plus 12 years of related banking experience and/or training, or an equivalent combination of education and experience. Must demonstrate a positive attitude and pleasant disposition at all times, including during periods of pressure or customer confrontation. Requires excellent interpersonal, verbal, and telephone communication skills, as well as strong organizational abilities.

Preferred Education and Experience:

Preferred qualifications include 23 years of banking experience with an emphasis on deposit operations; demonstrated customer service experience in a fast-paced or customer-focused environment; familiarity with applicable banking regulations; and the ability to apply regulatory knowledge accurately while maintaining strong service standards.