Job Description
Title: Customer Service Representative/Back-up Teller
Line of Business: Retail Banking
Category: Full Time
Location: Fairhope
SUMMARY
Provide excellent customer care to customers regarding daily transactions, addressing inquiries, and problem resolution, in accordance with Citizens’ Bank policies. Refer customers as needed to the appropriate area for product and service needs uncovered during business interactions and/or conversations
Following is a summary of the essential functions for this position. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
ESSENTIAL DUTIES
1. Identify and address customer needs by providing a wide variety of in-branch services which may include, but are not limited to, opening new accounts, redeeming savings bonds, performing money transfers, receiving loan payments, credit card servicing and debit card maintenance.
2. Perform basic service transactions that take minimal time such as address changes, check orders, giving account balances, performing stop payments and answering phones.
3. Sell appropriate bank products or services or refer to appropriate business line. Maintain a well-developed working knowledge of the complete line of products and services offered, taking responsibility to keep up to date and request assistance for further development needs.
4. Maintain safe deposit box records and perform quarterly audits according to Safe Deposit Procedures. Responsible for training other branch employees related to safe deposit box duties.
5. Resolve customer problems either through direct personal action or referral to alternative branch or bank resources.
6. Perform Teller duties as needed. These duties include receiving checking deposits, savings deposits and loan payment, balancing the cash drawer and completing over/short adjustments, preforming stop payments and holds, preparing customer statements for mailing, maintaining an accurate balancing record and various other duties associated with serving as a Teller.
7. May be assigned to opening and closing the branch and other operational tasks.
8. Have a developed rapport with the customer base, proactively greet customers by/use name, have knowledge of account ownership, be responsive and timely with correspondence and problem resolution, and display a caring attitude. Consistently provide premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times.
9. Act with confidence by answering or finding the answers to customer questions and finding solutions to customer issues.
10. Maintain a position of trust and responsibility by keeping all customer business confidential.
POSITION REQUIREMENTS
1. High School Graduate or equivalent
2. Minimum of two-years banking experience
3. Excellent customer service and communication skills. Effective interpersonal skills, which allow positive interaction with co-workers and clients.
4. Working knowledge of Microsoft Word, Excel, and Outlook with acceptable keyboarding skills.
5. Ability to manage multiple tasks in an efficient manner and possess attention to detail and thorough follow through.
6. Ability and willingness to learn and adapt as needs of the job change.
7. Knowledgeable in all aspects of Bank Secrecy Act, Money Laundering, and OFAC Compliance. Maintain strong knowledge of other operational regulations and procedures such as Regulation CC, Electronic Funds Transfer Act, Identity Theft Protection, Wire Transfer Policy, and Safe Deposit Procedures.