Customer Service Representative 2 or 3 - Main St. Branch, Nacogdoches

Job Description

Job Description

CSR2

JOB SUMMARY:

A CSR II must demonstrate increased knowledge and skills in order to meet customer expectations of service and professionalism whether in person or on the phone, assisting in a variety of checking, savings, and credit account transactions, as well as customer services such as sales of Official checks, money orders, CBTx gift cards, travel cards and stamps. Assists customers with inquiries related to personal accounts or loans. Identifies customer needs and makes referrals to appropriate CBTx deposit, loan, and insurance specialists. CSR II's are required to make referrals and should review the referral chart below.

As training is completed CSR II's may be included in special projects to fulfill the needs or goals of: The CSR II, CBTx or our customers. When you are chosen to participate, balance your time making sure these special projects do not take away from our primary responsibilities of providing high quality customer service to our customers or support to fellow employees.

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PRINCIPAL DUTIES AND RESPONSIBILITIES:

1. New duties may include, but are not limited to, branch end of day, balancing or auditing of vaults or teller drawers, ordering money for the branch as well as be able to find outages on the cash balancing report input, edit and open new accounts or loans and may provide direction or limited supervision to CBTx employees.

1. Able to promote, explain and cross sell any personal deposit service offered by CBTx and the related fees including but not limited to CD's, IRA's, Consumer Loans and Personal DDA accounts. Evaluating customer needs, and promptly responding in person or by telephone concerning account status, account balances, stop payments, funds availability, monetary transfers, NSF's, OD status, and statement requests. Also refers customers to the appropriate CBTx financial specialist when appropriate such as Real-estate, Commercial Loans, Insurance Services or Merchant Services.

1. Be able recognize and resolve customer electronic banking issues including but not limited to Debit Card inquires, Reissue Debit cards, Resetting Debit Card PIN's, Debit Card and ATM disputes.

1. Balances cash drawer at the end of the shift and compares totaled amount to electronic journal on DCI. Scans images of items validated by the DCI Teller system and balances the files by using the Branch Capture system. Reports any discrepancies to the supervisor as necessary and is able to find outages when on the cash balancing report.

1. Recognizes and addresses customer by name when possible. Listens carefully to customer requests, comments or complaints and responds appropriately in accordance with CBTx procedures.

1. Receives and processes deposits or withdrawals of cash, checks, collection items and utility payments for deposits to accounts, verifies amounts, examines these items for proper endorsement, and enters transactions into computer records in an accurate, prompt, and efficient manner.

1. Receives mortgage, consumer loan, commercial loan, and other payments, inspects negotiable instruments and cash offered for payment and ensures the payments match balances due, enters payments received into DCI Teller.

1. Sell Official Checks, money orders, travel card, CBTx gift cards, white zipper bags and Redeem U.S. Savings Bonds.

1. Verifies and packages coins and currency to be sold to FED. or other branches. Not to exceed armored car insurance limit of $250,000 per bag or branch vault limits.

1. Maintains cash supply within prescribed limits, orders cash when necessary, prepares cash transfer slips and counts incoming cash. When over prescribed vault or teller drawer limits must fill out the OLF (Over Limit Form) within the campus.

1. Places holds on accounts for uncollected funds and prepares CBTx Notice of Delayed Availability in accordance with CBTx procedures.

1. Prepares CTR's within DCI Teller and forward with correct documentation to BSA officer or designee and may also prepare and submit electronic CTR's to FinCEN.

1. Performs bank by mail and night deposit functions where available.

1. May prepare and maintain various reports and records, using Microsoft word, excel or open office.

1. Must be in compliance with CBTx Social Media and Policy.

1. Dresses appropriate for work environment, adhering to CBTx's dress policy.

1. Avoids improper business etiquette such as gum chewing, rude facial gestures, and improper behavior in dealing with customers.

1. Performs other duties and responsibilities as assigned.

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CSR3 Job Summary:

Recognizes and meets customer expectations of service and professionalism and creates a high level of customer satisfaction and trust. Continually display a courteous and helpful level of enthusiasm, and service knowledge with customers. The summary of duties include, but are not limited to, performing all deposit account services such as taking deposits, withdrawals, opening new accounts, and placing account holds. The CSR 3 is also responsible for cross selling and referring all deposit and loan products as well as up streaming loans and other products for approval.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Listens carefully to customer requests, comments, or complaints and responds appropriately in accordance with CBTx procedures. Is responsible for comprehensive, prompt, and efficient customer transactions.
• Performs a variety of customer service transactions on a daily basis such as account holds, stop payments, direct deposits and check confirmation.
• Cross-markets and promotes other CBTx products and services such as loans, IRA's, CD's, and safe deposit boxes. Up streams loans for approval.
• Open new accounts (personal or commercial) DDA, savings, CD's, IRA's, and safe deposit boxes. Also will review and approve/decline NSF in accordance with CBTx policy and procedures.
• Provides extensive personalized service to depositors with specific or special banking needs including: personal banking account advice, suggestions for account resolution; researches customer inquiries; provides customers with account information and updates as requested.
• Counts, checks, and packages coins and currency. Cashes checks and cash for deposits to accounts, verifies amounts, examines checks for proper endorsement, and enters transactions into computer records.
• Maintains cash supply within prescribed limits, orders cash when necessary, prepares cash transfer slips and counts incoming cash.
• Balances cash drawer at the end of the shift and compares totaled amounts to electronic journal on DCI. Reports and discrepancies to his or her supervisor as necessary.
• Places hold on accounts for uncollected funds and prepare CBTx Notice of Delayed Availability in accordance with CBTx procedures.
• Balances and loads ATM when necessary.
• Receives mortgage, consumer loan, and other payments, inspects negotiable instruments and cash offered for payment and ensures the payments match balances due, enters payments received into CBTx computer records and generates customer receipts.
• Provides guidance to CSR-1's and 2's as to proper use of DCI Teller, iCore features and functions, night depository contracts, and interpretation of CBTx policies and procedures.
• Performs bank by mail and night deposit functions where available.
• Other duties as assigned.

PERFORMANCE EXPECTATIONS

Quality of work : Accurate, neat, planned, and organized. Minimal follow up is required. Consistently meets commitments in a timely manner. Makes sound decisions and within scope of authority, assumes responsibility for actions.

Productivity: Industrious and efficient, multi-tasking. Maintains a high level of work output. Can be depended upon to complete assignments on schedule. Assumes full responsibility for completion of assigned duties. Prompt and regular in attendance. Seldom absent or tardy. Process and adapt when new ideas or technology causes change.

Working relationships: Establishes and maintains positive relationships and credibility with other team members inside and outside of the Bank that encourages and enables future work and cooperation with those people. Provides a good example for peers and subordinates to follow.

Compliance: Knowledge of Bank policies and procedures and regulatory compliance laws. Completes all compliance training as scheduled. Follows bank policies and procedures consistent with regulatory compliance in all situations and activities performed. Properly document any exception to the Bank policy and procedures, including any exception to regulatory compliance requirements.

EDUCATION & EXPERIENCE:

Minimum Qualification: High School Diploma or Equivalent

Ability to read, write, and speak the English language fluently.

Good personal credit history required

Knowledge: 2-3 Year Experience in Financial Institution Preferred

Skills: Good Interpersonal, Mathematical and Clerical Skills

Some Working Knowledge of Microsoft Excel and Word

Completes all compliance training as scheduled

CBTx supports an equal employment opportunity workplace which includes reasonable accommodation of otherwise qualified applicants and employees.

Compliance: Knowledge of Bank policies and procedures and regulatory compliance laws. Completes all compliance training as scheduled. Follows bank policies and procedures consistent with regulatory compliance in all situations and activities performed. Properly document any exception to the Bank policy and procedures, including any exception to regulatory compliance requirements.

CBTx supports an equal employment opportunity workplace which includes reasonable accommodation

of otherwise qualified applicants and employees.