Client Service Representative I - FT / Branch: Council Bluffs

Established in 1964 in Omaha, Nebraska, our family-owned financial institution's vision is to be the best in class in meeting the evolving financial needs of our customers. Our extensive history and family-owned legacy give us a deep and genuine understanding of how to serve and treat our customers. We offer a holistic financial approach with solutions for personal, business and wealth in three markets: Iowa, Nebraska and Texas.

As a community bank, we value long-term partnerships built on trust and integrity. As an employer, we take pride in building meaningful relationships and celebrating the unique differences that define each team member; it's what makes us a stronger unit. It's one of the many reasons why creating a strong culture of empowerment, support, and opportunity is an ongoing focus.

JOB SUMMARY

This position is responsible for providing prompt and efficient transaction services to clients.  This position requires professional customer focus, achievement of service standards, a high degree of accuracy and adherence to Bank policies and procedures.  

ESSENTIAL FUNCTIONS

Provide Customer Interactions & Service (45%)

• Consistently provides the highest level of professional service by following the Personal Interaction Expectations (PIEs).
• Assists customers with inquiries in-person and over the telephone in a professional manner.
• Accurately answers general customer inquiries regarding transactions. 
• Provides a seamless transition to banker in person or over the phone for more complex transactions.
• Evaluates customer concern to identify appropriate action.

Accurately Process Customer Transactions (45%)

• Accurately processes transactions to include but not limited to demand deposit accounts, savings accounts, check cashing, cashier’s check, credit card payments, and loan payments.
• Utilizes resources and tools to navigate client account portfolio(s) within the Bank software.
• Understands debits and credits as related to transaction balancing.
• Maintains required cash drawer limits and adheres to drawer security procedures.
• Balances cash drawer according to procedures and maintains assigned balancing ratio.
• Communicates offages with supervisor immediately to research discrepancies according to balancing standard guidelines.
• Adheres to branch security procedures and regulations.
• Reviews all customer accounts for pop-up warnings.
• Asks appropriate questions to identify potential fraud and suspicious activity and follows process and procedures to prevent both customer and bank loss.

• Assists branch and fellow team members by achieving goals and sharing responsibility of daily tasks.
• Follows the branch opening and closing procedures set by Branch Delivery.

Product Knowledge and Services (10%)

• Understands the Banks products and services as they relate to frequently asked questions.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to professionally communicate verbally to external customers.
• Effectively communicates verbally and in writing at a professional level to internal customers.
• Skills using a computer system, including Microsoft Outlook, Word and Excel.
• Basic math skills with high attention to detail to accurately perform bank-related financial transactions.
• Ability to balance debits and credits.
• Ability to provide personalized customer interaction confidently.
• Ability to calmly handle high stress situations and maintain a positive level of energy.
• Ability to maintain customer confidence, act with integrity and protect the bank operations by keeping information confidential.
• Ability to work in a team environment while interacting in a positive and respectful manner with co-workers and management.
• Ability to maintain predictable and reliable attendance and meet scheduling requirements.
• Ability to complete required training by assigned due date.

EDUCATION* 

• Minimum of a High school diploma or equivalent required.

EXPERIENCE*

• Minimum of 6 months of cash handling/cashier experience required.
• Minimum of 6 months of customer service experience required.

*Equivalent education and experience will be considered

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is regularly required to stand; use hands to type, handle cash and office-related objects; reach with hands and arms; and talk and hear.  The employee frequently is required to walk.  The employee is occasionally required to stoop or kneel. Occasionally required to lift bags of coin weighing up to 52 lbs. with assistance.   Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and depth perception.

WORKING CONDITIONS

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Employee is occasionally required to work outside for brief periods of time in heat/cold and wet/humid conditions to balance the ATM, adjust the flag and/or tidy the external branch environment.

AFFIRMATIVE ACTION
Security National Bank provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.