County National Bank (CNB) is an independent, locally owned, community bank that is successful and growing whose mission is to "sustain its deep commitment to the community and its traditions of excellence in all aspects of banking and provide outstanding client service and solid financial performance."

We invite you to share in our mission and vision as a community banker, making a difference in your community while experiencing excellent benefits and career opportunities.

CNB is looking for a qualified, motivated, and client- and team-focused individual to join our team ON-SITE in Hillsdale, Michigan.

JOB SUMMARY

This part-time Client Service Representative position is responsible for providing excellent client service to incoming calls and ensure they are handled and transferred to the appropriate department/branch location. This position provides phone support for all incoming calls from clients and associates and will provide solutions for online banking, mobile app, bill pay, external transfers, debit card questions including fraud, and any/all account questions. Other duties would include debit card clean up, debit call inactivity calls, provide back-up on all desk functions throughout the department, and any other tasks as assigned. This part-time position will be scheduled for 25-30 hours per week, Monday-Saturday (up to two Saturdays per month).

DUTIES

• Handles incoming client phone calls as the main switchboard for the Bank.
• Assists clients over the phone with Online Banking (access, password, functionality) Bill Payment (including errors and placing stop pays on Bill Pay checks), Mobile App, External Transfers, application programs for processing deactivations, etc.
• Assists clients over the phone with questions regarding their account status, balance, transactions, debit card restrictions, etc.
• Provides research and information for various departments and clients within Director and Premier.
• Assists with document scanning and file maintenance process, as necessary.
• Provides coverage for all staff desk functions, which includes:
• Holds (Regulation CC), returned ACH items, stop payments, suspects, and large item review;
• Overdraft Advantage Program enrollment or removal;
• Non-posted items and adjustments; and
• All debit card questions, including but not limited to: debit card disputes, compromised reports, debit card clean-up, altering limits, transaction research, application review, etc.
• Maintains and protects confidentiality of client information.
• Maintains regular, on-time attendance.
• Remains current in assigned training and continuing education for designation retention (online, video, in-house emails, telephone seminars, etc.)
• Complies with all regulatory requirements including Bank Secrecy Act and all others specific to their position.
• Performs other various duties as assigned.

CONTACT WITH OTHERS - INTERNAL

• Communicates on a regular basis with tellers and other associates regarding information retained in Bank Operations.

CONTACT WITH OTHERS - EXTERNAL

• Communicates on a regular basis with clients, providing assistance with their accounts via the telephone or letters.

SKILLS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent.
• Passion for providing a stellar client service experience to all clients (external and internal) and ability to instill this passion in others.
• Excellent interpersonal skills (tactfulness, cooperation, courteousness and client friendliness) are necessary to represent the bank in a positive manner.
• Positive and cooperative approach when working with others.
• Excellent written communication skills with demonstrated ability to write clearly, concisely and effectively, with attention to detail for visually appealing output and accurately proofreading publications.
• Excellent verbal communication skills with the demonstrated ability to effectively present information to clients and management.
• Excellent organizational skills, detail-oriented and able to work as a member of the team.
• Ability to maintain confidentiality and handle sensitive information.
• Knowledge of basic accounting procedures.
• Ability to efficiently and accurately keyboard information, both computer and calculator.
• Excellent computer skills with a proficiency in MS Word, Excel and Outlook.
• Ability to multi-task while paying attention to details.
• Ability to ask difficult questions to obtain information to determine if the client is involved in fraud or at risk of fraud.

WORKING CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the work environment will include:

• Works in a normal office environment.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to:

• Communicate effectively, both verbally (especially via phone) and in writing.
• Keyboard information (computer and calculator).
• Answer incoming phone calls and transfer to appropriate individual as necessary (headset will be provided to allow efficient workflow).