Customer Service Representative I or II

Description

The First National Bank of Bastrop is proud to be named a Best Place for Working Parents®. We offer an opportunity to work with a financial institution that prides itself on excellent customer service and a competitive compensation and benefits package that includes:

• Employer paid benefits:
  • Paid time off
  • Paid parental leave
  • Paid volunteer time
  • Employee Stock Ownership Plan with 401(k) Provisions (KSOP) with match
  • Up to $825 match on Health Savings Account (qualifying medical plan required)
  • Life/AD&D/LTD insurance
  • Tuition reimbursement
• Optional benefits:
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Supplemental coverages
    • Short term disability
    • Cancer
    • Critical Illness
    • Accident
  • Medical Spending Accounts
    • Flexible Spending Account (FSA)
    • Health Savings Account (HSA)
    • Dependent Care FSA

Description:

Customer Service Representative I:

Performs a variety of customer services such as receiving deposits and loan payments, handling withdrawals, cashing checks and savings bonds, both in the drive-thru and lobby. Answer questions from customers concerning services provided by the bank. Assist and support deposit growth by leveraging the Community Banking Relationship Model to enhance and enrich customer relationships .

Customer Service Representative II:

Hybrid banker role focused on relationship and service duties that include but not limited to daily teller operations, maintenance of accounts, and new account origination. Leverage the Community Banking Relationship Model to assist with achieving deposit growth.

Essential Duties:

Customer Service Representative I:

• Cash checks and disburse funds after verifying signatures and sufficiency of funds to support withdrawals.
• Evaluate checks to verify endorsements, dates, identification of persons receiving payments, bank names, and overall legality of the documents.
• Accept deposits, confirming accuracy of transaction; follow regulations as they pertain to funds availability and large cash transactions.
• Prepare, verify, and issue cashier’s checks and money orders.
• Accept loan payments.
• Prepare change orders for commercial customers.
• Assist customers in redeeming savings bonds.
• Record and process night and mail deposits.
• Record transactions by logging cashier's checks and money orders.
• Verify for customer their account balances or transactions.
• Complete debit special requests by closing accounts or ordering checks.
• Balance drawer/cash recycler at end of day.
• Balance ATMs at end of week.
• Support ABM in Monthly Audit.
• Maintain TCR, Check Scanner and Coin Counter.
• Comply with bank operations and security procedures by participating in all dual-control functions.
• Complete Debit Card/Card@Once training for printing of debit cards for customers.
• Stay abreast of recent trends in fraud by reading email communication, myFNB intranet, and attending training.
• Maintain customer confidence and protect bank operations by keeping information confidential.
• Support customer awareness with Online Banking & Mobile Banking.
• Explore customer needs and desires, identifying and presenting information on appropriate bank services, and obtaining customer consent to use the service. Maintain good knowledge of all bank services to respond to customer comments and inquiries and develop cross-sell opportunities, making proper referrals when appropriate.
• Other related customer services duties as assigned.

Bank Secrecy Act Duties:

• In the performance of respective tasks and duties, this position must maintain knowledge of Bank Secrecy Act regulations and all other regulatory, security, and Bank policies and procedures.

Company Conformance:

• In compliance with all applicable regulations and Bank policies, this position is expected to successfully produce quality work within deadlines, with or without supervision; interact professionally with other employees, customers, and vendors, while always respecting the need for confidentiality of customer information. The employee will work effectively as a team contributor on all assignments and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations. Furthermore, the employee is encouraged to actively represent the Bank to customers and the general public in ways that promote the integrity, validity, and mission of the Bank by participating in community organizations, events, and activities. The employee is also expected to maintain a commitment to continuing education in the banking field through self-study and both in-house and outside training opportunities in all applicable banking policies, procedures, and regulations.
• Regular and punctual attendance is expected, and appropriate attire is required at all times, while either performing job functions or representing the Bank at outside events and activities.

Customer Service Representative II:

All duties above plus:

• Balance drawer/cash recycler at end of day.
• Open new checking, savings, and time deposit accounts explaining different options and programs available.
• Review legal documents in opening new accounts including beneficiary ownership, powers of attorney, trusts, wills, death documentation, etc., seeking supervisory or legal guidance when necessary.
• Renew, make withdrawals, and add to time deposits periodically and at maturity.
• Scan account documents to imaging system.
• Allow customer access to safe deposit box, verifying customer identity and authority.
• Prepare temporary checks.
• Provide notary services for customers and non-customers.
• Assist customers with special needs such as stop-payments, auto transfers, overdraft protection, balance and transaction inquiries, account balancing; photocopy documents; process name, address and other account data changes
• Explain transaction policy and procedures to customer as required.
• Complete Wire Transfer training in order to accept wire transfer requests from customers.
• Develop customer relationships by utilizing the Customer Relationship Discovery tool and Relationship Onboarding 2x2x2.

Marginal Functions:

• Assist with departmental duties as assigned by reviewing certain types of transactions, balancing money orders, preparing necessary reports for review by a supervisor.
• Assist with training other CSRs as necessary.
• Act as vault or coin sorter teller; sell money to other tellers; buy-in cash; balance.
• TCR, Check Scanner and Coin Counter maintenance.
• Maintain and balance ATM machine.

Requirements

Required Minimum Qualifications:

Customer Service Representative I:

• High school diploma or equivalent.
• Six months of cash handling in a customer service position.
• Preferred: Previous banking experience; bilingual in English and Spanish.

Customer Service Representative II:

All requirements above plus:

• One year of new accounts or teller experience.

Must also have the following demonstrated knowledge, skills, and abilities:

Customer Service Representative I:

• Excellent customer service skills; use of good judgement on customer service issues.
• Proficiency in computers and Microsoft Office software.
• Excellent listening ability and verbal communication skills.
• Ability to read, comprehend, and follow written procedures and regulations.
• Strong attention to detail, with a focus on accuracy and quality of work.
• Strong organizational skills; ability to balance multiple task simultaneously while handling frequent interruptions
• Basic math skills.
• Ability to take initiative and maintain flexibility.

Customer Service Representative II:

All requirements above plus:

• General knowledge of internet banking, ACH, and debit card fraud and disputes.
• General knowledge of loan department functions.