Senior Customer Service Representative

General Job Summary

The Senior Customer Service Representative is responsible for handling all branch daily support, security and operational transactions including servicing banking customers through all available channels as well as the opening and maintenance of accounts and other sales such as loans. Assists the Assistant Branch Manager in branch duties in regard to audits, projects, and other tasks.

Summary of Essential Job Functions

• Completes customer banking transactions, such as deposits, withdrawals, and payments.
• Performs customer service requests such as wire transfers or ordering checks.
• Conducts transactional overrides in absence of supervisors.
• Creates and logs negotiable instruments such as cashier's checks or account kits.
• Assesses fees on accounts.
• Maintains cash securely and properly.
• Prepares and requests cash shipments.
• Conducts individual cash vault audits.
• Performs cash balancing as well as ATM balancing.
• Maintains secure and safe banking environment.
• Files customer documents.
• Prints reports specific to transactions.
• Handles incoming phone, mail, or email requests & transactions.
• Completes maintenance on accounts.
• Completes & closes banking sales for deposit & loan products.
• Refers sales business to other lines/partners within the corporation.
• Resolves customer disputes.
• Places monetary holds.
• Files proper government or bank monitoring information.

Other Job Functions

• Assist with updating branch procedures as needed.
• Assists with receptionist coverage as needed.
• Handles and sorts incoming and outgoing mail, returned mail, scans/emails mail as needed
• Greets all walk-in visitors, signs them in & out accordingly, and directs all incoming phone calls.
• Assists and answers questions for incoming customers, phone calls, faxes, and emails in prompt & courteous manner.
• Keeps proper amounts of banking supplies on hand and orders more as needed.
• Maintains a clean lobby and waiting area.
• Refer sales business to other lines/partners within the corporation.
• All other duties as assigned by management.

Requirements

Education, Training and Work Experience

• High School Diploma or equivalent required.
• Must be a licensed notary public or willing to obtain certification.
• Previous community banking experience desired.
• Previous cash handling experience required.
• Previous customer service experience required.
• 1 to 3 years related experience.

Knowledge, Skills, and Abilities

• Maintain & foster positive relationships with customers and business partners.
• Complete all assigned training in a timely manner.
• Provide professional communication in both oral & written expression.
• Excellent organizational, time management & analytical skills.
• Able to communicate effectively (verbal and written).
• High degree of accuracy.
• High degree of dependability.
• Cash handling - able to rapidly count cash with 100% accuracy.
• Has thorough knowledge of and complies with applicable laws and regulations.
• Ability to manage highly confidential information.
• Able to effectively problem solve.
• Ability to assist CSRs with transactions that are beyond their limits of authority and provide system overrides as needed.

Working Environment

Primary working environment is within an indoor climate-controlled office space and/or a private home office or some combination which will be at managements sole discretion. Employee may be subject to florescent lighting, dust, and other normal indoor allergens. Employee may work in close proximity of coworkers and occasionally independently in quiet environments.

Physical Requirements

• Able to lift up to 20 pounds.
• Extended periods of sitting (at computer desk).
• Complete repetitive tasks (including operation of computer mouse/keyboard).
• May be required to work outside standard business hours.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.


**University Bank is an Equal Opportunity / Affirmative Action Employer**