Customer Service Representative

Job Title: Customer Service Representative   

Department: Deposits

Reports to: AVP, Branch Manager   

Effective Date: 07/2023  

Status: Non-Exempt, Full Time or Part Time

Location: Monroe Location

Job Summary:

This position is responsible for performing various paying and receiving functions within the Bank and for servicing all deposit customers with attention being paid to the accuracy and details of the job.  The individual will be accountable for their assigned cash drawer and for protecting the Bank against loss. In addition, CSRs will provide general administrative support to team members such as routine filing, maintaining branch supplies, and ensuring customer information is up to date on the Bank’s core system.

CSRs must have a solid understanding of the Bank’s core system which includes, but is not limited to, UFS Navigator and Integrated Teller System.

Supervisory Responsibilities: None

Duties/Responsibilities:

1. Maintain a teller cash drawer.  Handle daily teller transactions and scanning through the UFS Navigator and Integrated Teller System.

2. Process checking and savings deposits and withdrawals, cash checks, loan payments and savings bonds.

3. Identify customers, verify signatures, and follow proper check cashing procedures as established by the Bank. 

4. Prepares necessary disclosures in accordance with the regulatory requirements, including content and timing.

5. Helps promote a culture of regulatory compliance and safe and sound financial practices.

6. Knows and strictly follows all security, compliance, regulatory, internal control procedures, policies, and laws.

7. Be aware of and support the Bank’s efforts in meeting the Community Reinvestment Act (CRA).

8. Process night deposit bags and bank-by-mail deposits under dual control.

9. Meet all educational criteria for the Bank Secrecy Act (BSA) regarding cash deposits or withdrawals in excess of $10,000.00. Belleville

10. Assist in opening and closing the branch and vault daily; assist in balancing vault currency and coin; balance and maintain currency in ATM.

11. Responsible for answering the telephone during designated working hours.

12. Provide general administrative support work such as routine filing of documents and/or correspondence, maintaining branch supplies, and ensuring customer information is up to date on the Bank’s core system, and other duties as assigned.

13. When an opportunity arises sell Bank products and services by clarifying customers needs, validating services being delivered, presenting features and benefits, and closing by asking for the business and referring to the appropriate team member to complete the transaction.

14. Ensure all work is completed for the Bank both in the deposit area, and other areas of the Bank, will follow established policies and operating procedures, which are consistent with the Banks overall policies and operating objectives.

15. Treat all customer inquiries, questions and complaints with respect and follow through. Maintain the Banks goal to be accessible to the customer and always provide premium service.

16. Ensure all team members are cross trained where assigned and acts as back-up for all team members’ duties, when needed.

17. Be a team player.  Maintain a positive work atmosphere by acting and communicating in a manner so that you get along with customers, co-workers, and managers.

18. Maintain a high level of ethical behavior within the banking profession.

19. Accurately balance ATM, Vault & bank.

Required Skills/Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Preference given to those with prior office work experience and prior cash handling experience.

 2. Ability to apply common sense understanding to carry out instructions furnished in written or oral form and the ability to deal with problems involving several concrete variables in standardized situations.

3. Must be able to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions, and decimals.  Also, complete rate, ratio and percentages, and to create and interpret statistical information and graphs.

4. Proficient with a 10 Key Calculator, Keyboarding, Knowledge of Personal Computer and cash handling.

5. Demonstrated effective communication skills, cross selling abilities and cheerful demeanor.

Education and Experience:

High school diploma/GED or 3 years of related experience or training preferred.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of those jobs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand for prolonged periods of the workday; use their hands and fingers; reach with hands and arms; talk plainly and hear accurately.  The employee frequently is required to walk.  The employee is occasionally required to stand; reach with hands and arms; climb and balance; and stoop, kneel and crouch.  The employee must regularly lift and/or move up to ten pounds, and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, peripheral vision and the ability to adjust focus.

Travel Requirements:

Travel to other locations or areas may be required at times. BNG provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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