Customer Service Representative I

3 weeks ago

Cartersville, United States Southern States Bank Full time
Job Details

Job Location
Cartersville 65 - Cartersville, GA

Description

Job Summary: The CSR I is the highest level achievable in the Teller career path (except for Lead Teller), and is responsible for assisting customers who come into the Bank with depositing or withdrawing funds, understanding and generally explaining the Bank's services, cross selling and making referrals to branch personnel who are responsible for opening accounts or making loans. The job title of CSR I means that in addition to primarily performing the Teller functions at a high level of efficiency and essentially with no errors, the incumbent is cross trained to open new accounts when called upon to do so.

Listing of Key Responsibilities:
  1. Provides customer service primarily face-to-face, but also by phone when necessary.
  2. Cashes checks, receives deposits, transfers funds, prepares official checks, takes loan payments, provides traveler's checks, makes cash advances, takes stop payments, etc., all in compliance with Bank Teller Standards, Bank policies, procedures and processes and all applicable external laws and regulations with a specific focus on BSA requirements.
  3. Assists and answers questions for incumbents in Teller I and II positions.
  4. Focuses carefully on each customer transaction in terms of the appearance of the items presented and knowledge of the customer, and always confidentially reviews any concerns or suspicions with another employee (i.e., another CSR, Lead CSR, Assistant Branch Manager or Branch Manager) as appropriate to determine if the transaction should be completed.
  5. Follows all dual control procedures required to maintain internal controls in performing assigned duties, for example in the cases of ATMs, night deposits, vault activities, cash counts, etc.
  6. Ensures that he or she never processes transactions related to his or her personal accounts or those of a family member.
  7. Opens and closes designated Teller terminal and accounts for cash assigned, received and disbursed.
  8. Accurately balances Teller terminal, completes closing report and remits daily work for further processing by Deposit Operations on a daily basis.
  9. Processes night deposit bags and customer change orders.
  10. Assists customers with safety deposit box entry.
  11. Handles vault teller responsibilities including buying money from and selling money to other CSRs, as well as receiving money from and shipping money to external sources.
  12. Handles ATM servicing and balancing.
  13. Processes mail and answers phone
  14. Quotes current Bank rates to customers.
  15. Explains Bank services to customers when needed, always takes the opportunity to cross-sell, and refers customers to personnel in the Branch who are trained to open consumer or business accounts, issue credit cards, etc.
  16. Is crossed trained to open new accounts when called upon to do so.
  17. Refers loan requests to appropriate Loan Officer
  18. Processes mail and answers phone


Qualifications

Education Required: HS Degree or equivalent.

Experience Required: Typically 3+ years of Teller experience at Southern States Bank or equivalent experience with another organization is required. If moving from a Teller II position, performance also is a key qualifying factor.

Knowledge and Skills Required: The incumbent is expected to have a thorough knowledge of the non-interest bearing and interest bearing demand deposit and savings accounts, and related services, offered by the Bank, and the proper policies and procedures for handling the deposit and withdrawal transactions for these accounts. Also, a sound knowledge of and ability to use the Bank's operating system is very important. In addition, he or she should be thoroughly knowledgeable of all BSA and compliance requirements associated with job responsibilities, as well as excellent ability to adapt to changes in products, services and related policies and procedures and the addition of new products and services. Excellent basic math, verbal communication, customer service, sales referral, PC and multi-tasking skills, as well as detail orientation are required.

Key Business Relationships: Interacts internally with the Branch Manager, Lead CSR, other CSRs, other staff in the assigned Bank location and Deposit Operations support staff at the headquarters location. Interacts externally with existing and potential Bank customers.

Other Relevant Information: It is very important to emphasize that the person performing the responsibilities assigned to this position works with confidential customer information, and only is to access such on a need to know basis. Also, such information never should be released to a third party without the specific authorization of a Senior Manager

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