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Customer Support Specialist II

2 months ago

Sugar Land, Texas, United States Golden Bank NA Full time
Job Overview

POSITION TITLE: Customer Service Representative II

DEPARTMENT: Retail Banking

SUPERVISOR: Customer Service Manager

EMPLOYMENT STATUS: Non-Exempt

ROLE SUMMARY

The Customer Service Representative II plays a crucial role in facilitating the opening of new accounts, delivering operational assistance, promoting bank products and services, and addressing customer service inquiries. This position demands precision in transaction processing while ensuring a superior and professional customer experience. Additionally, the representative may serve as a teller and guide customers to appropriate banking services as necessary. Adherence to regulations and security protocols is essential to safeguard customers and mitigate risks to the bank.

KEY RESPONSIBILITIES

New Account Management:

  1. Execute comprehensive procedures for opening new accounts across all banking products and services.
  2. Respond to customer inquiries, providing tailored financial solutions and assisting with issue resolution.
  3. Handle customer service tasks including check orders, address changes, and other account modifications.
  4. Manage incoming calls and assist customers with their inquiries.
  5. Prepare and process stop payment requests.
  6. Facilitate customer access to Safe Deposit Vaults.
  7. Process Wire Transfer Requests.
  8. Distribute Safe Deposit Box payment notifications.

Sales and Service Excellence:

  1. Identify opportunities to cross-sell banking products and services, ensuring alignment with customers' financial objectives.
  2. Deliver high-quality, personalized customer service, maintaining regular contact to strengthen relationships and enhance customer loyalty.
  3. Actively support branch initiatives for new business promotions.

Teller Functions:

  1. Conduct deposit and withdrawal transactions efficiently.
  2. Issue cashier's checks and maintain accurate daily inventory records.
  3. Reconcile and balance the teller cash drawer regularly.
  4. Prepare necessary currency transaction reports.
  5. Implement holds on large deposits as required.
  6. Process night drop deposits and maintain appropriate records.
  7. Accept loan payments and redeem savings bonds.
  8. Handle armored car deposits.

QUALIFICATIONS

  • High School diploma or equivalent.
  • 1-2 years of experience in cash handling, customer service within a retail setting, or sales is required.
  • Preferred: Minimum of 1 year in new accounts, sales, or relevant banking experience.
  • Proficient in PC usage and typing skills.
  • Experience with data entry, 10-Key, banking software, and Microsoft Office Suite (Word, Excel).
  • Strong verbal and written communication skills, capable of conveying clear messages and engaging with customers about products and services.
  • Ability to accept and provide constructive feedback to enhance skills and knowledge.
  • Consistent attendance and punctuality are essential.
  • Willingness to commute as necessary for business needs.
  • Availability to work weekends and extended hours as required by business demands.
  • Bilingual proficiency in English and Chinese (Mandarin or Cantonese) is preferred.
  • Optional: Ability to obtain MLO (Mortgage Loan Originator) status for mortgage loan origination, with active registration or eligibility under the Nationwide Licensing System and Registry (NMLS).