SUMMARY: The Customer Service Representative I is the face of Thumb Bank & Trust. In addition to providing exceptional service to our customers every day, the Customer Service Representative I is responsible for accurately processing transactions and maintaining proper cash management and balancing procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Greet and support Thumb Bank & Trust customers promptly and in a courteous manner via email, phone and in-person while complying with bank procedures and security protocols.
- Assist customers with transaction services and provide solutions in a friendly and efficient manner.
- Maintain a positive and professional attitude while building long term customer relationships.
- Accurately process various financial transactions including cash, checks, withdrawals, deposits and loan payments, issue receipts, and record transactions in the system.
- Disburse funds after verifying signatures and sufficiency of funds to support withdrawal.
- Maintain adequate cash drawer, conduct daily proof, balance cash on hand, ensure transactions and negotiable items prove to the figures on record in the system.
- Evaluate checks to verify endorsements, dates, identification of persons receiving payments, bank names, and overall legality of the documents.
- Answer incoming calls in a professional manner, assist with customer service-related inquiries and provide follow-up calls as needed or transfer calls to the appropriate department.
- Introduce customers to new, more efficient ways of banking like mobile, online, and ATMs.
- Assist customers with debit card activations.
- Assist customers with setting up and resetting online access.
- Process customer check orders and re-orders.
- Process debit card orders and debit card limit increases.
- Work as a team with co-workers to complete daily tasks, demonstrating respect and professionalism, being prompt, and supporting management with special requests as needed.
- Identify and capitalize on opportunities to promote new banking services and products.
- Assist with balancing the branch ATM as well as ensuring ATM is functioning properly.
- Assist with vault management such as verifying deposits, counting currency and balancing.
- Properly refer to other staff when more complex requests arise.
- Comply with all financial institution policies and procedures, state and local laws and regulations.
- Willingness to participate in community events.
- Additional duties as assigned.
Qualifications
REQUIRED SKILLS: In order to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to maintain confidential information.
- Previous banking experience preferred.
- Experience providing customer service and high volumes of cash handling preferred.
- Present a professional image and communicate in a courteous, positive, and professional manner.
- Ability to actively listen and respond promptly to customer needs, follow through and resolve issues in a pleasant and helpful manner.
- Good mathematical aptitude to facilitate daily balancing.
- Strong attention to detail with ability to handle competing demands while processing transactions efficiently and accurately.
- Ability to remain composed under pressure, problem solve and defuse tensions to provide solutions to customer issues.
- Excellent communication skills, both verbal and written.
- Pleasant and approachable disposition.
- Ability to multitask, self-organize, and self-monitor follow up.
- Proficient in general computer skills and Microsoft Office (Word, Excel, and Outlook)
- Ability to lift or move up to 50 lbs.
- Available to work branch hours, including weekends