What are the responsibilities and job description for the Customer Service Representative position at Asian Bank?
Customer Service Representative (CSR) is responsible for performing intermediate duties and support branch operational activities and financial services; process all new account transactions; assist customers in their selection of various accounts and financial services; cross-sell the Bank’s products and services; open, maintain and close various account types; perform branch clerical duties; promote business by maintaining good customer relations and referring customers to appropriate staff for new services. The position of CSR is required to be fully knowledgeable and skilled in the areas of teller, vault, safe deposit box, processing and on-boarding DDA lines of credit, discussing and accepting credit applications, train and support less experienced CSR and other branch staff members. CSR also assure compliance with all Bank policies and procedures, as well as all applicable state and federal banking regulations.
ESSENTIAL DUTIES
1. Provides support to all assigned areas of branch operations where service or assistance is needed, including new accounts, teller, safe deposit, vault teller and lending.
2. Assists consumer and business customers in their selection of various accounts, products and financial services available from the Bank; ensures cross-sell opportunities are presented by applying professional sales techniques.
3. Interviews customers to obtain information; establishes proper identification of new customers; determines need and extent of reference investigation; assists customers in completing credit applications.
4. Discusses and accepts merchant card applications for submission to the bankcard services department.
5. Makes decisions regarding the opening of new accounts; assigns account numbers; completes forms requiring customer signature(s); checks credit history; accepts initial deposits; prepares all documents and items pertaining to checking accounts, savings accounts and certificates of deposit for processing.
6. Operates computer terminal to process account activity; determine balances and resolve problems within given authority.
7. May represent the Bank in various community, civic, and community reinvestment functions to further enhance the Bank’s image and develop additional business.
8. Provides effective customer service by answering customer questions; investigates and corrects errors; and resolves problems or other issues.
9. Issues official checks, traveler’s checks, and savings bond applications.
10. Performs safe deposit duties by opening accounts, controlling access, assisting customers and processing affiliated reports.
11. Receives and processes stop payment and hold orders.
12. Presents funds received from customer to teller for initial deposits; determines funds availability and obtains receipt for customer.
13. Processes credit reports, wire transfers, credit card orders, address changes, check and deposit slip orders, and endorsement stamp orders.
14. Records, files, updates information and sort mail or reports as required.
15. Gathers data and process various reports and callbacks.
16. Answers telephones and directs callers to proper Bank personnel.
17. Processes DDA lines of credit and check guarantee/debit card applications, card ordering and file maintenance.
18. Processes statements, renewal notices and interest payments for IRA and certificates of deposit accounts.
19. May assist in opening and closing the vault daily; assists in balancing vault currency and coin.
20. Cross-trains less experienced branch personnel.
21. Types routine letters reports and forms.
22. Maintains files, copies, and faxes documents, and orders and distributes supplies.
23. Treats people with respect; shows respect and sensitivity for cultural differences; keeps commitments; Inspires the trust of others; works with integrity and ethically; upholds organizational values; accepts responsibility for own actions.
24. Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.
25. Follows policies and procedures; completes administrative tasks correctly and on time; supports the Bank’s goals and values; benefits the bank through outside activities.
26. Performs the position safely, without endangering the health or safety of self or others, will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.
