What are the responsibilities and job description for the Customer Service/Deposit Operations position at Central Bancompany?
Customer service department and safe deposit box. Coordinate well with Central Bancompany Deposit Operations. Assists bank personnel with questions related to account changes and CIF related changes and do research as needed. Evaluates and perform appropriate account coding changes. Assist customers with their accounts, primarily over the phone but may also be in person. Performs a variety of customer service duties that require the ability to exercise independent judgment with moderate supervision; assists the customer in any way possible. Provides superior service to internal and external customers. Conduct relationships and activities consistent with established Bank policies, procedures and systems, the Corporate Code of Conduct, Bank Secrecy Act and all applicable State and Federal laws and regulations.
Ensure functions performed in Customer Service/Deposit Operations are completed timely and accurately and that personnel follow established policies and procedures.
Resolve customer complaints in a tactful, effective manner, and explain bank policies.
Assist bank personnel with questions related to account changes and CIF related changes and do research as needed.
Evaluate and perform appropriate account coding changes.
Assist customers in balancing their accounts, resolving problems and making corrections.
Transfer funds to and from various accounts.
Handle telephone and in-person inquiries from customers and bank personnel.
Answer the phones within three rings, pleasantly announcing the department and first name.
Ensure proper identification of customers you are talking to and that they are entitled to the account information requested.
Assess the needs of the customer and answer questions or provide the requested information, if possible. Answer questions, give explanations, and solve problems for customers face-to-face, over the phone and through correspondence.
Scan Documents as needed.
Acquire and maintain thorough knowledge and understanding of compliance and regulatory issues relating to customer service areas (i.e. Bank Secrecy Act, Regulations CC, E, DD, P, etc.) evidenced by appropriate application of these regulations in day-to-day operations.
Acquire and maintain thorough understanding of security procedures; practice established procedures.
Understand role in case of robbery and know proper post-robbery procedures.
Maintain a neat and orderly work area and ensure that all confidential records are secured and/or disposed of properly.
Consistently demonstrate proficiency in providing exemplary customer service in person and by telephone.
Actively listen to customers and maintain a friendly, positive and professional attitude.
Resolve difficult situations with tact and diplomacy.
Look for creative ways to make customers feel appreciated and special. Arrange daily work plans to handle customer flow and bank processing requirements, provide customer service and meet bank record keeping requirements.
Customer Service Representatives will perform or cross-train on the following duties as assigned: review and monitor Regulation CC holds, review daily processing reports for accuracy and exceptions, receive and process court garnishments, IRS Levies, child support liens, receive IRS and court summons request for information - research statements and documents, then mail information to the IRS and court, complete required government reports in a timely manner, review account documents, requests for changes and authorization for changes, maintain address changes, safe deposit duties, monitor daily insufficient list for completion, escheat processing yearly, send out customer letters & answer deposit services rejected items emails.
Attend all required training.
Assist others in the department/facility as needed and/or directed.
May be assigned other duties and responsibilities.
Requirements:
Thorough knowledge and understanding of regulatory and compliance issues relating to the operations, customer service and the bank in general.
Thorough knowledge of the rules governing ACH transactions.
The ability to disseminate this information to co-workers and apply knowledge to day-to-day operations.
Excellent knowledge of check item processing.
Ability to research problems related to the processing of a check.
Excellent verbal communication skills as evidenced by the ability to interact both in person and over the telephone with customers and co-workers.
Ability to be discreet and use tact and diplomacy when dealing with co-workers and customers.
Must possess good judgment skills and the ability to handle confidential information.
High School Diploma or GED Certificate
Ability to read, write, and speak English.
Effective oral and written communication skills.
Strong customer relations skills and ability to communicate and work well with employees and customers in a cooperative, positive manner.
Attention to detail required.
Ability to work quickly and accurately, analyze information and make decisions.
The ability to work in a multi-tasking environment with some pressure to get duties completed in a timely manner.
Willingness to assume additional responsibilities/duties/projects as they arise.
Proficient in Word and Excel & Basic math skills required.
PC and typing skills required.
Ability to operate office equipment including computers, calculators/adding machines, telephones, voice mail, electronic typewriters, copy machines, fax machines, and security devices. The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
PHYSICAL AND SENSORY DEMANDS:
Regularly required to sit; stand; walk; talk; see and hear. Regularly required to use hands to finger, handle, or feel objects, tools, or controls and reach with hands and arms. Occasionally required to stoop, kneel, or crouch. Frequently lift and/or move up to 20 pounds. Specific vision abilities include close vision.
WORKING CONDITIONS:
Work is normally performed in a typical interior/office work environment. The individual experiences little discomfort from noise, dust or other factors. Exposed to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure. Physical demands and working conditions described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. I understand that I may be assigned other duties in addition to or in place of those described in this position description. I also understand that the duties and responsibilities may change at any time, according to the needs of Central Bank of Sedalia. I have read this position description and fully understand the requirements. I accept this position and agree to follow the requirements of the position and will perform all duties and responsibilities to the best of my ability. I further understand that my employment is at-will and therefore understand that my employment may be terminated at-will by the Bank or myself.
Ensure functions performed in Customer Service/Deposit Operations are completed timely and accurately and that personnel follow established policies and procedures.
Resolve customer complaints in a tactful, effective manner, and explain bank policies.
Assist bank personnel with questions related to account changes and CIF related changes and do research as needed.
Evaluate and perform appropriate account coding changes.
Assist customers in balancing their accounts, resolving problems and making corrections.
Transfer funds to and from various accounts.
Handle telephone and in-person inquiries from customers and bank personnel.
Answer the phones within three rings, pleasantly announcing the department and first name.
Ensure proper identification of customers you are talking to and that they are entitled to the account information requested.
Assess the needs of the customer and answer questions or provide the requested information, if possible. Answer questions, give explanations, and solve problems for customers face-to-face, over the phone and through correspondence.
Scan Documents as needed.
Acquire and maintain thorough knowledge and understanding of compliance and regulatory issues relating to customer service areas (i.e. Bank Secrecy Act, Regulations CC, E, DD, P, etc.) evidenced by appropriate application of these regulations in day-to-day operations.
Acquire and maintain thorough understanding of security procedures; practice established procedures.
Understand role in case of robbery and know proper post-robbery procedures.
Maintain a neat and orderly work area and ensure that all confidential records are secured and/or disposed of properly.
Consistently demonstrate proficiency in providing exemplary customer service in person and by telephone.
Actively listen to customers and maintain a friendly, positive and professional attitude.
Resolve difficult situations with tact and diplomacy.
Look for creative ways to make customers feel appreciated and special. Arrange daily work plans to handle customer flow and bank processing requirements, provide customer service and meet bank record keeping requirements.
Customer Service Representatives will perform or cross-train on the following duties as assigned: review and monitor Regulation CC holds, review daily processing reports for accuracy and exceptions, receive and process court garnishments, IRS Levies, child support liens, receive IRS and court summons request for information - research statements and documents, then mail information to the IRS and court, complete required government reports in a timely manner, review account documents, requests for changes and authorization for changes, maintain address changes, safe deposit duties, monitor daily insufficient list for completion, escheat processing yearly, send out customer letters & answer deposit services rejected items emails.
Attend all required training.
Assist others in the department/facility as needed and/or directed.
May be assigned other duties and responsibilities.
Requirements:
Thorough knowledge and understanding of regulatory and compliance issues relating to the operations, customer service and the bank in general.
Thorough knowledge of the rules governing ACH transactions.
The ability to disseminate this information to co-workers and apply knowledge to day-to-day operations.
Excellent knowledge of check item processing.
Ability to research problems related to the processing of a check.
Excellent verbal communication skills as evidenced by the ability to interact both in person and over the telephone with customers and co-workers.
Ability to be discreet and use tact and diplomacy when dealing with co-workers and customers.
Must possess good judgment skills and the ability to handle confidential information.
High School Diploma or GED Certificate
Ability to read, write, and speak English.
Effective oral and written communication skills.
Strong customer relations skills and ability to communicate and work well with employees and customers in a cooperative, positive manner.
Attention to detail required.
Ability to work quickly and accurately, analyze information and make decisions.
The ability to work in a multi-tasking environment with some pressure to get duties completed in a timely manner.
Willingness to assume additional responsibilities/duties/projects as they arise.
Proficient in Word and Excel & Basic math skills required.
PC and typing skills required.
Ability to operate office equipment including computers, calculators/adding machines, telephones, voice mail, electronic typewriters, copy machines, fax machines, and security devices. The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
PHYSICAL AND SENSORY DEMANDS:
Regularly required to sit; stand; walk; talk; see and hear. Regularly required to use hands to finger, handle, or feel objects, tools, or controls and reach with hands and arms. Occasionally required to stoop, kneel, or crouch. Frequently lift and/or move up to 20 pounds. Specific vision abilities include close vision.
WORKING CONDITIONS:
Work is normally performed in a typical interior/office work environment. The individual experiences little discomfort from noise, dust or other factors. Exposed to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure. Physical demands and working conditions described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. I understand that I may be assigned other duties in addition to or in place of those described in this position description. I also understand that the duties and responsibilities may change at any time, according to the needs of Central Bank of Sedalia. I have read this position description and fully understand the requirements. I accept this position and agree to follow the requirements of the position and will perform all duties and responsibilities to the best of my ability. I further understand that my employment is at-will and therefore understand that my employment may be terminated at-will by the Bank or myself.
