Customer Service Representative

3 days ago

Knoxville, Tennessee, United States Mountain Commerce Bancorp, Inc. Full time

Job Title: Customer Service Representative

Job Summary:

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Mountain Commerce Bancorp, Inc. As a key member of our banking team, you will be responsible for providing exceptional customer service, handling customer transactions, and assisting with operations.

Key Responsibilities:

  • Provide customer service to Bank customers and assist in operations
  • Handle customer transactions, cross-selling of MCB products
  • Balance currency, coin, and checks in cash drawers at end of business day, and calculate daily transactions using computers, calculators, or adding machines
  • Assist Branch Manager with scheduling and problem resolution as needed

Essential Functions:

  • Be a primary contact for consumer banking, proactively learning about our customers and their needs, and providing a knowledgeable point of contact
  • Always represent the Bank positively, courteously, and with the greatest concern for the customers interest
  • Always be friendly. Smile when dealing with customers. Reserve personal concerns for personal time away from the Bank
  • Assist customers with opening, maintaining, and closing accounts. Recommend services that will meet the customers needs and increase MCBs service base
  • Assist customers with questions and problems on checking and savings accounts. Locate appropriate information and help resolve concerns
  • Receive and handle or transfer calls to the Bank
  • Assist Deposit Operations with account research, resolution, and maintenance. Process return items and forms as necessary
  • Ensure that transactions, balancing, receiving cash, and other functions are performed with dual control and/or all proper authorization
  • Cash checks and pay out money after proper identification has been acquired, verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds
  • Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips
  • Examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents
  • Enter customers' transactions into computers to record transactions and issue computer-generated receipts. Consult Branch Management for corrections. Place stops or holds on customers accounts as necessary
  • Prepare and verify cashier's checks; Assist customers with access to lock boxes
  • Receive mortgage, loan, or other bill payments, verifying payment dates and amounts due
  • Process transactions such as funds transfers, term deposits, retirement savings plan contributions, automated teller transactions, night deposits, and mail deposits
  • Assist customers with access to lock boxes as needed
  • Count currency, coins, and checks received, by hand or using currency-counting machine, to prepare them for deposit or shipment to branch banks or the Federal Reserve Bank
  • Identify transaction mistakes when debits and credits do not balance

MCB Products:

  • Explain, promote, or sell products or services such as money orders, and cashier's checks, using computerized information about customers to tailor recommendations
  • Cross-sell bank products and services based on customer needs, in accordance with the banks program standards
  • Conduct call-backs to external check printing companies to verify customer information
  • Direct customers to other Bank staff if necessary to facilitate interactions

Branch Operations:

  • Open, set timers, and close the safe deposit vault utilizing dual control
  • Conduct check verifications requested by third parties
  • Order currency for the vault for bank use, as directed
  • Clear the cash items as reported by the Operations department as directed
  • Coordinate ATM and night deposit balancing and maintenance as directed

Compliance:

  • Diligently protect confidential information, and assist the Bank in ensuring that all confidential and sensitive information is handled appropriately
  • Maintain an active awareness and understanding of policies, procedures, designated authorities, regulations, and laws, including but not limited to, the Bank Secrecy Act, Anti-Money Laundering Act, etc. Follow these at all times
  • Communicate openly with supervisors and other management about policies, procedures, work conduct, and job functions. Ask questions to clarify any uncertainty in issues
  • Address and report suspected violations of policy, procedure, Bank Secrecy Act, Anti-Money Laundering Act, and other laws and guidelines, as outlined in the Code of Conduct. Reported information will be kept confidential
  • Participate in training sessions and policy updates as necessary. Assist with coordination of scheduling as appropriate

Other:

  • Ability to work scheduled and other needed hours at the designated location(s)
  • Assist Management with scheduling and other issues as directed
  • All Team Members should provide consistently positive, effective, helpful service to all customers, both internal and external
  • Assist other managers or Team Members as needed
  • Management or Bank policy may revise, delete, or add responsibility as necessary

Requirements:

  • High school diploma or equivalent
  • 1-2 years of banking experience
  • Positive attitude and pleasant disposition at all times, even when under pressure or in confrontation
  • Excellent interpersonal, verbal, and telephone communication skills
  • Good organizational skills

Preferred Qualifications:

  • 2-3 years of banking experience
  • Deposit banking experience
  • Customer service experience
  • Knowledge of banking regulations

Benefits:

  • Competitive salary
  • Medical, Dental, vision, life, and disability insurance
  • Vacation/sick/personal time
  • Paid holidays
  • 401(k) with company match
  • Bonus potential

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