Teller / Customer Service Ambassador

Account Services Representative

Description/ Job Summary

An Account Services Representative primarily serves to welcome and onboard new customers to Commercial Bank, and conduct account servicing and trouble-shooting for existing deposit account holders. All aspects which relate to the sale, setup, and servicing of accounts and conveying to each customer, whether new or existing, that they are valued and appreciated. Opening new accounts and servicing existing accounts accurately and in compliance with bank policies and industry standards is required. A secondary function would be to serve as a limited relief teller at high-volume occasions to assist customers in getting in and out of the bank in a timely manner. The primary teller functions to serve at these times would be accepting retail banking transactions, including deposits of cash and/or checks, check cashing, loan payments, monetary instruments, cash advances, etc. In the course of accepting these transactions, the employee must be proficient in examining checks for proper endorsement, verifying the legality of documents, and ensuring positive identification of customers.

Performs other duties and services as needed and as assigned.

Responsibilities/ Duties

1. Serve as a lobby ambassador by setting the tone with each in-person visit, phone interaction, or electronic communication with a greeting, smile, and offer to help. Handle departures and closing of sales in similar fashion.

2. When lobby traffic warrants, the ambassador is tasked with acting as more of a Universal Banker where he/she anticipates customer needs and fills such in quick order generating customer loyalty and goodwill. When operating a drawer, employee must balance currency, coin, checks in cash drawers, run work, and ensure safeguarding of drawer contents intraday and overnight. Retail teller activities are projected to be accepting cash and check transaction deposits, cashing checks, taking loan payments, selling monetary instruments, and processing cash advances. During the course of processing transactions, the employee is charged to examine checks for proper endorsements, consider any need to place funds on hold, verifies legality of documents and makes positive identification of customers. Assists customers with running coin through coin counters and exchanging for credit.

3. Build relationships and trust with customers and non-customers, and offer product solutions and services that suit their needs. Make referrals to other departments such as loans, mortgage, and trust with an in-person introduction.

4. Open new accounts and service existing accounts accurately and in compliance with bank policies and industry standards. Order checks and/or print the quantity of temporary checks needed. Cross-train to learn CDs and IRAs to allow for future transition where all products and services can be opened, closed and serviced universally by Account Services staff.

5. Records all transactions promptly, accurately and in compliance with bank procedures.

6. Answers customer inquiries regarding interest rates, accounts, and products and services. Uses authority provided and know when to escalate a matter to supervisory personnel. Resolve customer issues with transaction discrepancies.

7. Performs services for customers including address changes, issuance of debit cards, submission of debit card disputes, issuance of on-line banking sign-on credentials, helping with sign-on issues, downloading our app, ordering checks, and processing stop payments. If assigned, be proficient in printing reports; process charge-backs, disputes and refunds with the proper supervisory approval.

8. Participate in activities to bolster the image of Commercial Bank as a welcoming, friendly, and professional full-service bank in order to generate new business. Activities include but are not limited to solicitation by telephone, professional correspondence, email, social events, and other means as appropriate in not compromising security or compliance. Represent the bank at community events and civic organizations. Maintain a working knowledge of all bank products and services.

9. Backup peers in immediate area with duties such as switchboard and safe deposit box operations.

10. Cross-train to backup CD operations, and perform tasks of peer employees for occasions when they are sick, on vacation, or otherwise not available.

11. Scan items to support Deposit Operations

12. Perform any other related duties as required or assigned.

Required Qualifications

Mental alertness and adaptability to office and field area work routines. Equivalent to four years high school or GED. A college degree is preferred or work sufficient work experience in relatable industry or similar work setting. Be proficient in office skills, Microsoft Office suite of products, essential computer skills, healthy interpersonal office relationships, effective customer service, and knowledge and experience in sales. Education or direct experience in these attributes totaling 5 or more years provides the job holder with the training and experience to succeed in the job provided they possess initiative and good daily work habits.

A non-inclusive list of regular work activities for the duty area includes:

· Greet (or at minimum smile to acknowledge) customers upon arrival; and close sales, phone calls, and in-person departures with genuine and appropriate remarks

· Open new accounts

· Service existing accounts, including modifications and closures

· Verify closed accounts in system then make changes to debit card & Internet banking systems

· Monitor online banking for new applications to be approved, pending changes, and messages that require a response

· Reg E – work with Account Services Manager to process charge backs for customer disputes with refunds approved by supervisory personnel in advance; obtain Affidavits for fraudulent activity claims

· Order checks and/or provide reasonable supply of temporary checks

· Assist in operation and maintenance of coin machine

· Backup safe deposit box area

· Backup switchboard operations where our goal is to answer each call by 3rd ring

(Account Services lobby personnel are 3rd in line to answer behind switchboard, Tellers Customer Service/Bookkeeping Sammi)

· Work returned mail for addresses changes and updates in all 4 systems

· Scan new accounts, debit card applications, customer identification, Internet banking application, and related items for upload to systems

Job Type: Full-time

Pay: $13.00 - $18.00 per hour

Expected hours: 40 per week

Benefits:

• AD&D insurance
• Bereavement leave
• Dental insurance
• Life insurance
• Opportunities for advancement
• Paid sick time
• Paid time off
• Prescription drug insurance
• Profit sharing
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Ability to Commute:

• Warren, AR 71671 (Required)

Ability to Relocate:

• Warren, AR 71671: Relocate before starting work (Required)

Work Location: In person

Salary : $13 - $18