Customer Service Associate

Customer Service Representative/Teller

Location: Baltimore, MD Reports To: Branch Manager Department: Branch Administration Type/Status: Full-Time/Non-Exempt

Position Overview:

The Customer Service Representative/Teller plays a pivotal role in driving our mission at The Harbor Bank of Maryland. This position is responsible for delivering exceptional service, supporting team development, and ensuring operational excellence. Under general supervision, but in compliance with established policies and procedures, performs a broad variety of customer services such as opening new checking, savings, and certificate accounts; handling savings bonds transactions, and answering questions concerning services provided by the bank from customers and branch staff. Sets up tele-transfer, direct deposit, cross-sells services, performs a variety of account maintenance, opens IRA retirement accounts, and types letters and correspondence. Oversees and adheres to requirements pertaining to branch security, fraud prevention and BSA.

Key Responsibilities:

• Opens new accounts, explaining options such as single and joint ownership, revocable trust accounts, and various savings and certificate and checking account programs available, gathering needed information from the customer, transferring funds from existing accounts, and/or preparing sight drafts to obtain funds from other sources. Prepares all paperwork and assists the customer in the signing of documents necessary to process new accounts. Receives initial deposit and ensures that all new accounts are properly processed. Actively cross-sells the bank's services in a professional manner.
• Performs collection forms for maturing saving bonds, counsels' customers on the merits of the various investment options, and processes changes of ownership and exchanges of savings bonds.
• Complete all arrangements and documents for such services as charge savings, tele-transfer, and direct deposit. Returns drafts or foreign checks through channels to the originating source for collection.
• Answer questions and solve problems for customers and branch staff concerning all services provided by the bank by listening to problems, collecting data, securing answers, and reporting results to the inquiring party.
• Open IRA retirement accounts, including acquainting the customer with various legal requirements, gathering necessary information, and preparing the documents.
• Processes all retirement accounts and direct deposit forms, checking for accuracy before forwarding to the appropriate area.
• Conducts sales and referral communications, promoting bank services to customers.
• Supervise the Teller line and operate vault in the absence of the Team Lead or Head Teller.
• Comply with all federal and state regulations and rules impacting this position, meet all risk and compliance obligations, including the completion of required training.

Skills and Abilities Required:

• The interpersonal skills necessary to relate to and empathize with other people and to maintain a friendly, cheerful, and courteous demeanor throughout the day.
• Thorough knowledge of an on-line teller terminal and other standard office equipment.

Qualifications:

Required:

• A High School Diploma or GED equivalent is required
• One to two years of job-related experience, including at least six months teller experience.

Preferred:

• Previous experience in regulated or high-volume environments.

All other duties as assigned