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Customer Service Representative

2 months ago

Oklahoma City, United States Cbtxonline Full time

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. PRINCIPAL DUTIES AND RESPONSIBILITIES: 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 being 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. 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. Be able to recognize and resolve customer electronic banking issues including but not limited to Debit Card inquiries, Reissue Debit cards, Resetting Debit Card PIN's, Debit Card and ATM disputes. 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. Recognizes and addresses customers by name when possible. Listens carefully to customer requests, comments, or complaints and responds appropriately in accordance with CBTx procedures. 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. 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. Sells Official Checks, money orders, travel cards, CBTx gift cards, white zipper bags, and redeems U.S. Savings Bonds. 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. 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. Places holds on accounts for uncollected funds and prepares CBTx Notice of Delayed Availability in accordance with CBTx procedures. Prepares CTR's within DCI Teller and forwards with correct documentation to BSA officer or designee and may also prepare and submit electronic CTR's to FinCEN. Performs bank by mail and night deposit functions where available. May prepare and maintain various reports and records, using Microsoft Word, Excel, or Open Office. Must be in compliance with CBTx Social Media and Policy. Dresses appropriately for the work environment, adhering to CBTx's dress policy. Avoids improper business etiquette such as gum chewing, rude facial gestures, and improper behavior in dealing with customers. Performs other duties and responsibilities as assigned. 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. #J-18808-Ljbffr