Customer Service Representative

3 days ago

MO United States BTC Bank Full time
About BTC Bank

BTC Bank is a community bank that prides itself on delivering exceptional customer service. Our commitment to excellence is rooted in our traditional values of personal service, professionalism, and community involvement.

Job Purpose

As a Customer Service Representative, you will be responsible for responding to customer inquiries via telephone and face-to-face meetings. Your primary goal will be to provide timely and accurate assistance to customers, ensuring their banking needs are met with a high level of satisfaction.

Duties and Responsibilities
  1. Assist customers with routine account-related requests, such as funds transfers, automatic funds transfers, stop payments, and inquiries about bank deposit products and service charges.
  2. Research and resolve customer problems, acting as the customer liaison between other bank departments when necessary.
  3. Cross-sell bank products and services based on customer needs in accordance with the bank's program standards.
  4. Process necessary paperwork to rebate customer service charges.
  5. Verify information on ATM/debit card applications to the information in the customer database.
  6. Send exceptions to personal banking counselors for corrections.
  7. Update the system with messages regarding ATM/debit cards and service charge rebates.
  8. Balance customer checkbooks.
  9. Perform customer-requested research, including printing statement and check copies.
  10. Input, maintain, and/or delete ATM and debit cards within the system.
  11. Transfer funds to cover customer overdrafts as directed by bank operations.
  12. Notify the research and adjustment coordinator of required adjustments as reported by customers.
  13. Contact customers to notify them that check orders and/or debit cards are ready to pick up at the bank.
  14. Distribute to customers and properly log all hold statements and check orders held by the bank.
  15. Act as backup to the receptionist, ATM/debit card coordinator, and safe deposit vault attendant.
  16. Escort appropriate bank personnel into the vault and maintain dual control for safekeeping access and official check and ATM card requisition.
  17. Monitor the bad address report and attempt to track down customers and obtain updated information.
  18. Assist the operations processing specialist by verifying the accuracy of document images.
  19. Open, set timers, and close the safe deposit vault utilizing dual control.
  20. Conduct call-backs to external check printing companies to verify customer information.
  21. Process lockbox payments, including deposit preparation and daily report transmission.
  22. Contact customers to obtain necessary signatures on items with missing or irregular signatures.
  23. Maintain the bank's files for currency transaction reports, customer safekeeping receipts, loan and trust collateral receipts, commercial resolutions, powers of attorney, court orders, levies, miscellaneous deposit documentation, and general correspondence.
Qualifications

To be successful in this role, you will need:

  • A high school diploma or equivalent.
  • Previous cash handling experience is preferred.
  • Excellent verbal and written communication skills, including the ability to effectively communicate with internal and external customers.
  • Excellent computer proficiency (MS Office - Word, Excel, and Outlook).
  • The ability to work under pressure and meet deadlines while maintaining a positive attitude and providing exemplary customer service.
  • The ability to work independently and carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
Physical Requirements

This role requires:

  • Manual dexterity.
  • The ability to lift files and open filing cabinets.
  • Bending, stooping, or standing as necessary.
  • The ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
  • The ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.
  • The ability to communicate effectively with others.

To learn more about BTC Bank, please visit our website.

EOE/Veterans/Disabled

An Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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