Customer Service Rep

General Function:Provide superior customer service to Bank customers and assist in operations. Handle customer transactions, cross-selling of SouthEast Bank 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.Essential Functions:Customer and Account Service• Be a primary contact for consumer banking, proactively learning about our customers and their needs, and providing a knowledgeable point of contact.• Represent the Bank positively, courteously, and with the greatest concern for the customer’s interest.• Be friendly. Smile when dealing with customers. Reserve personal concerns for personal time away from the Bank.• Assist customers with opening, maintaining, and closing accounts. Recommend services that will meet the customer’s needs and increase SouthEast Bank’s service base.• Assist customers with questions and problems on checking and savings accounts. Locate appropriate information and help resolve concerns.• Receive and handle or transfer calls to the Bank.• Assist Deposit Operations with account research, resolution, and maintenance. Process return items and forms as necessary.Customer Transactions and Balancing• Ensure that transactions, balancing, receiving cash, and other functions are performed with dual control and/or all proper authorization.• 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.• Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips.• Examine checks for endorsements and to verify other information such as dates, bank names, identification of the person(s) receiving payments and the legality of the documents.• 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.• Prepare and verify cashier's checks.• Receive mortgage, loan, or other bill payments, verifying payment dates and amounts due• Process transactions such as funds transfers, term deposits, retirement savings plan contributions, automated teller transactions, night deposits, and mail deposits.• Assist customers with access to lock boxes as needed.• Count currency, coins, and checks received, by hand and/or using currency-counting machine, to prepare them for deposit or shipment to branch banks or the Federal Reserve Bank.• Identify transaction mistakes when debits and credits do not balance.SouthEast Bank Products• Explain, promote, or sell products or services such as money orders, and cashier's checks, using computerized information about customers to tailor recommendations.• Cross-sell bank products and services based on customer needs, in accordance with the bank’s program standards.• Conduct call-backs to external check printing companies to verify customer information.• Direct customers to other Bank staff as necessary to facilitate interactions.Branch Operations• Open, set timers, and close the vault utilizing dual control.• Conduct check verifications requested by third parties.• Order currency for the vault for bank use, as directed.• Clear the cash items as reported by the Operations department as directed.• Coordinate ATM and night deposit balancing and maintenance as directed.Compliance• Review the Bank’s information security guidelines regularly and avoid activity that could expose the Bank to malware, scams, and fraud. Follow all guidelines for securing your accounts, access, systems, and information. Be proactive in identifying threats to information security and relay concerns to the information security team.• Diligently protect confidential information and assist the Bank in ensuring that all confidential and sensitive information is handled appropriately.• 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, Red Flags, Consumer Privacy, Fair Lending, other applicable lending laws, etc. Follow these at all times.• Communicate openly with supervisors and other management about policies, procedures, work conduct, and job functions. Ask questions to clarify any uncertainty when issues arise.• Address with your supervisor questions about suspected violations of policy and procedure, and other laws and guidelines, as outlined in the Code of Conduct, including but not limited to Bank Secrecy Act, Anti-Money Laundering Act, lending laws, etc.• Participate in training sessions and policy updates as necessary. Assist with coordination of scheduling as appropriate.Other• Maintain focus and professionalism at work; reserve personal matters for personal time. Be teachable, flexible, manageable, approachable, and helpful.• Work scheduled and other needed hours at the designated location(s).• Assist Management with scheduling and other issues as directed.• Accept additional work as needed and assist other managers or Team Members as needed.• All Team Members should provide consistently positive, effective, helpful service to all customers, both internal and external.• Management or Bank policy may revise, delete, or add responsibility as necessary.Activity• Ability to operate office equipment, telephones, and computers• Ability to communicate fluently in English, in person, in writing, and on the computer• Ability to hear, speak, and understand verbal communication• Ability to read, write, count, and perform basic math functions• Ability to move head, shoulders, neck, and arms freely (e.g. operation of office equipment)• Ability to use manual dexterity and fine manipulation for operating a keyboard, using equipment, filing, etc.• Ability to lift up to 10 pounds, grasp, reach, and pull• Ability to think, remember, learn new information, and apply cognitive data to job functions• Ability to assess and concentrate on mental and physical job tasks to see them to completion• Ability to work with others to share information and solve problemsREQUIREMENTS:High school diploma or equivalent, required.Associates or bachelor’s degree, preferred.Banking customer service experience, preferred.Retail banking experience, preferred.Working knowledge of state and federal regulations including but not limited to Bank Secrecy Act, Consumer Privacy, and Fair Lending along with industry best practices that pertain to this position.Customer Service Rep 1Customer Service Rep 2Customer Service Rep 3Distinction of DutiesEntry-level position; must be able to learn and handle all transactional activities and follow policies and procedures. Must show positive, professional attitude and approach to workExperienced position; must know and use appropriate information and learning to complete tasks with competence, efficiency, and excellent service. Has some experience with most all types of accounts and transactions. Is a leader on the team and helps others learn; understands compliance and related banking regulationsAdvanced experience position; is a go-to person on the team for questions and unusual situations; fully understands how to open, maintain, and close all types of accounts. Trains other Team Members and provides guidance on handling situations through bank policy and procedures. May step in when other leaders are unavailable.RequiredHigh school diploma or equivalentPositive attitude and pleasant disposition, even when under pressure or in confrontationExcellent interpersonal, verbal, and telephone communication skillsGood organizational skillsRequired of CSR 1 AND:At least three (3) years of CSR experience, or equivalent other banking experienceMust be able to open all regular accounts, and be learning to open all accounts, including those with complexities, and those that are unusual.Experience and competency with all relevant tasks of the CSR roleRequired of CSR 2 AND:At least five (5) years of CSR experience, or equivalent other banking experienceMust be able to understand, open, maintain, and close all types of accountsExperience training other Team Members in the CSR roleExperience assisting customers with complicated transactions and accountPreferred2-3 years of retail banking experienceDeposit banking experienceCustomer service experienceKnowledge of banking regulations3-5 years of retail banking and/or deposit banking experienceExperience training other Team members in the CSR roleExtensive customer service experience5-7 years of retail, deposit and/or other relevant banking experienceExperience as a Head Teller, Personal Banker, or equivalentExtensive experience opening all types of accounts #J-18808-Ljbffr