Job Description

POSITION SUMMARY

The Customer Service Rep assists with the daily operations of the branch assuring excellent customer service along with following all operational procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES may include:

• Provide excellent customer service to internal and external customers while performing bank transactions and services
• Accurately process all teller related transactions such as account deposits, check cashing, selling of cashier’s checks, mortgage or any type of loan or credit card payment, while ensuring proper endorsement and following the bank’s policies and procedures
• Balance cash drawer (TCR) and branch vault on a daily basis and maintain cash limits set by management and process all teller, compliance and accounting required paperwork
• Perform various accounts services such as balance inquiries, account maintenance such as address change, debit card orders, credit card application, among others
• Build and expand quality consumer and/or corporate customer relationships by performing outbound calls and attending outside events, and through individual and team product sales, cross-selling and referrals to specialized areas
• Sell and service all bank’s products and services, to include personal and business account opening, while reaching and/or exceeding the monthly goals established by the bank’s management
• Buy and sell currency
• Replenish ATM following stipulated limits
• Perform weekly ATM audit
• Perform monthly branch audits, including vault, TCR, and logs
• Complete CTR and SAR as necessary
• Assist in ensuring that branch team members comply with safety and other applicable policies and procedures, laws, rules and regulations, and adheres to daily Opening and Closing branch procedures
• Actively support team to ensure that customer expectations and company goals are obtained while assisting with the training and mentoring of new associates
• Maintain reports, records and documentation ensuring complete, accurate and concise records are kept
• Maintains full knowledge and understanding of bank policies, procedures, regulatory and compliance requirements, including but not limited to BSA/AML, CDD, EDD, and others as defined by the Compliance Division and Information Security Division
• Attends and/or complete all required training as assigned
• Ensures compliance with all applicable regulations and policies by completing tasks on a timely manner
• Adhere to the bank’s Employee Handbook and respect all its norms

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Maintains full knowledge, and is skilled in, the products/features of all deposit and credit accounts
• Orders Supplies (forms, brochures, etc.)
• Performs other related duties, as required, to accomplish the objectives of the position
• Maintains branch equipment (i.e.: computers, telephones, television, etc.)
• Assists with filing, copying, faxing or scanning of any departmental reports or materials
• Attends occasional meetings, events, and/or trainings on weekends or holidays as per business need
• Assist with other projects and tasks as per business need

EDUCATION AND/OR EXPERIENCE

Minimum one year of recent CSR/Banking experience required; related/equivalent prior work experience may be considered. High school diploma or general education degree (GED) required; college degree preferred.

OTHER SKILLS/QUALIFICATIONS

• Ability to effectively present information and respond to questions from directors, managers, clients (both internal and external) and the general public
• Excellent verbal and written communication skills
• Ability to communicate in both English and Portuguese highly recommended, and in some departments required; Spanish useful.
• In depth knowledge of all bank policies, procedures and compliance requirements
• Ability to ensure confidentiality, security and safekeeping of bank and customer information
• Is consistently at work and on time; Ensures work responsibilities are covered when absent
• Takes responsibility for own actions;
• Commits to long hours of work when necessary to reach goals;
• Ability to multitask; takes initiative; highly motivated
• Strong organizational skills with attention to detail; focused
• Displays behavioral and daily habits to accomplish goals as assigned
• Displays original thinking and creativity; Generates suggestions for improving work, setting goals
• Treats others with respect and consideration regardless of their status or position.
• Demonstrates accuracy and thoroughness in all reports produced
• Must be accustomed to professional, business office environment in manner and dress
• Must demonstrate excellent human relations skills with customers and bank associates
• Must be willing to participate as a team member and eager to tackle new assignments

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