Full-Time Customer Service Representative
Customer Service Representatives are responsible for outstanding customer service, attentiveness, information retention, strong communication, and organizational skills. CSRs must also have the ability to work in a fast-paced environment and under pressure, as needed, with a high degree of accuracy. Work is expected to be done according to established workflow, procedures, and regulations. Excellent knowledge concerning the different services, processes,
and solutions State Bank offers is fundamental.
Division / Department: Deposit
Location: Waterloo, IL – Wedge Branch
Reports to: Branch Manager
Level/Grade: Staff
Type of Position: Full-time
Hours per week: 37.5 - non-exempt
Position Requirements
- Accept personal and/or commercial deposits, loan payments, cashing checks, and processing checking and savings withdrawals
- Record night and mail deposits
- Provide products including Personal Money Orders, Cashier’s Checks, and Bank Drafts
- Process credit card/unemployment card cash advances
- Prepare currency transaction reports and perform other BSA-related responsibilities
- Maintain an adequate cash drawer at all times, including buying and selling currency from the vault as necessary
- Balance cash drawer in accordance with State Bank procedures and regulations
- Answer customer inquiries and refer customers to the proper service area for issues that cannot be resolved at the teller line
- Assist customers in accessing safe deposit boxes
- Complete special requests such as closing accounts, taking check orders, providing special account statements, and performing customer-requested research
- Assist customers with access to their online banking accounts
- Balance the ATM when duty is assigned
- Promote the bank’s products and services
- Advise customers of services and products that would be appropriate for their needs
- Open deposit accounts for new and outstanding customers through obtaining and recording appropriate account information
- Answer phones in a timely manner
- Assist in the opening and closing procedures
- Run work through the Carlar machine
- Apply holds and stop payments to checks/EFTs
- Know when and what type of holds need to be applied (notify full-time CSR to pull form) and be able to explain holds to customers
- Prepare stop payments to checks/EFTs
- Sell state license plate renewal stickers
- Prepare teller area through light cleaning and stocking
- Contact customers to obtain missing signatures and information
- Assist operation’s staff by verifying the accuracy of document images
- Conduct usual updates and changes to customer’s accounts or profiles in order to maintain pertinent information
- Maintain the highest level of confidentiality with all information obtained
- Comply with bank operations and security procedures by participating in dual-control functions
- Represent State Bank in a manner that maintains and expands positive relations with all customers, potential customers, and co-workers
- Follow BSA policies and procedures as applicable to job functions
- Perform other duties as assigned
Education Requirements
- High School Diploma or GED
- Previous teller experience preferred but not required
- Demonstrated analytical, decision-making, and effective problem-solving skills
- Must be competent in the use of personal computer systems, internet applications, electronic mail, and various Windows-based software applications
- Honor State Bank philosophies, policies, and expectations regarding core values, customer service, human resource policies, and code of conduct and ethics
- Demonstrate acceptable personal financial responsibility
Physical Requirements
- Reading and computer use is expected more than 50% of the time. Receiving detailed information verbally, in person, and by telephone is essential
- Physical and mental ability to perform the essential functions of the job as listed
- Able to regularly stand or sit for prolonged periods of time
- Able to verbally communicate effectively with others
- Regular attendance is necessary and essential to this position
This position will have no direct supervisory duties. This position reports directly to the Branch Manager.