Head Teller/Customer Service Representative

Job Description

Job Description

SUMMARY

Performs customer service functions, such as opening new accounts, certificate of deposits and assists customers with queries concerning bank products and services. Responsible for developing new business relationships and maintaining existing relationships. Maintains knowledge of all bank products and services.

SUMMARY OF RESPONSIBILITIES

• Promotes and provides superior customer service.
• Provides a full range of customer service duties, including opening new accounts, explaining available products and services and gathering all pertinent customer information and documents to process new accounts and perform updates to existing accounts.
• Identify opportunities to actively cross-sell banking products and services.
• Authorized signer for issuance of Official checks, and Wire transfers initiated by customers.
• Responds to customer inquiries regarding types of deposit accounts, types of loans, description of services, as well as fees and terms and conditions governing products and services.
• Assists customers with account activity related inquiries such as credits and debits to their accounts, status of incoming or outgoing transfers, stop payment requests, verification of account balances , etc.
• Stays abreast of current rules and regulations, internal policies and procedures, and disclosure requirements.
• Adheres to bank regulatory procedures including BSA/AML as they pertain to "know your customer” and other BSA/AML requirements.
• Follows up on customer documentation requirements.
• Prepares appropriate account opening documents and ensures adherence with banking policies and procedures.
• Ensures that customer transactions comply with bank policies and procedures.
• Updates customer records, CDDs and Account profiles and responds to BSA requests to comply with all established CIP and BSA/AML requirements.
• Daily review of account activity reports such as overdraft, uncollected funds, and checks submitted for payment with discrepancies in order to make payment decisions under assigned approval limits and contact clients.
• Contacts clients to verify incoming transfers and /or deposits.
• Contacts customers, as needed, in order to maintain account depository portfolio with an acceptable level of quality control.
• Reviews daily reports such as Daily Deposit Variance and Account Status Change Report and takes the appropriate action(s).
• Perform Teller duties, as needed.
• Process on-line banking requests.
• May open customer accounts.
• Process wire transfers.
• Process new safe deposit boxes and ongoing maintenance, in accordance with established procedures.
• At branch locations, scans all new account documents and forwards original to the Main Office.
• Responsible for timely account maintenance such as change of address, beneficiary changes, authorized signatures, contact information, shareholders, etc.
• Process checkbook requests and stop payments.
• Strict adherence to the Bank’s written policies and procedures including compliance with all applicable banking laws and regulations
• It is also incumbent on all staff members to adhere to PNB's Information Security & Cyber Security Program guidelines and policies. These guidelines and policies are designed to protect the privacy and safeguard the financial information of our customers. Willful noncompliance may result in disciplinary action to include termination of employment.
• Receives and resolves customer complaints in accordance with internal procedures.
• Handles returned mail and requests customers to update mailing addresses.

EDUCATION AND/OR EXPERIENCE

Bachelor’s Degree and 2-3 years related experience in a customer-facing role in a commercial bank with a focus on personal/business banking and general customer service. Ability to effectively collaborate with others and accept challenging assignments. Basic knowledge of computer programs such as Word and Excel.

OTHER SKILLS AND ABILITIES

Must be able to read, write and speak fluently in English and Spanish. Ability to work with understanding prescribed deadlines and make decisions according to established guidelines; work with minimum supervision and accomplish tasks accurately and on a timely basis; prioritize work. Good organizational skills. Should have good interpersonal and communication skills. Must be able to communicate effectively and professionally with co-workers.

PHYSICAL DEMANDS

The physical demands described in this section are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The associate is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch or crawl. The associate must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.