Customer Service Representative - Salida, CO

Job Title: Customer Service Representative Department/Location: Operations/Longmont

Reports to: AVP of Operations FLSA Classification: Non-Exempt

Effective Date: 03/01/2024 Salary Range: $20.00 / $28.00 Hourly

Job Summary: The Customer Service Representative (CSR) performs deposit customer services such as debit card and online banking issue resolutions and opening new accounts. The CSR will also complete deposits, withdrawals, and other financial interactions while providing excellent customer service to all customers.

Supervisory Responsibilities: Leader in absence of Head Teller or AVP Operations for Operations staff.

Duties/Responsibilities:

• Balances all monies in cash drawers at the end of shifts.
• Knowledge and understanding of all software used to perform Teller and CSR duties.
• Opens and maintains all savings, checking, and commercial checking accounts; Safe Deposit Boxes; Certificates of Deposit; Individual Retirement Accounts; debit cards; all remote banking channels.
• Resolves issues and problems with customer’s accounts, remote banking and debit cards.
• Advanced knowledge of all products offered.
• Performs services for customers such as ordering debit cards and checks and completes stop payment orders.
• Answer inquiries regarding checking and savings accounts and other bank related products.
• Perform overrides in the absence of a Head Teller or AVP Operations
• Cashes checks, performs withdrawals and disburses funds after verifying signatures and sufficiency of funds to support withdrawals.
• Accepts deposits, loan payments, safe deposit box payments, confirming accuracy of transaction.
• Prepares, verifies, and issues Bank checks and money orders.
• Prepares and submits outgoing wire transfers.
• Enters transactions in bank’s recordkeeping system, recording all transactions and producing customer receipts.
• Evaluates checks to verify endorsements, dates, identification of persons receiving payments, bank names, and overall legality of the documents.
• Calculates daily transactions using appropriate technology.
• Balances cash vault and ATM.
• Maintains a work area that ensures the safety of all negotiables and confidential records.
• Assists in preparing monies for deposit or shipment to branch banks or the Federal Reserve Bank.
• Orders a cash supply in Teller drawer to meet daily needs.
• Perform opening and closing procedures.
• Assist management in the training and developing of the staff.
• Assist management in security and branch auditing procedures.
• Identifies and capitalizes on opportunities to promote new banking services.
• Perform both opening of new accounts and closing of accounts.
• Performs other related duties as assigned. Other responsibilities may include maintaining ATM balances, maintaining cash balances in the vault, completing audits on the teller line, and handling exception files.

Compliance Requirements:

• Ensure Compliance with all internal controls and established policies and procedures.
• Ensure and understand Teller compliance requirements of Bank Secrecy Act (BSA)/Office of Foreign Assets Control Regulations (OFAC)/Reporting of Currency Transactions (CTR)/Reporting of Suspicious Activity (SAR)/Monetary Instrument Log/Customer Identification/Customer Due Diligence (CDD)/Anti Money Laundering Regulations; Identity Theft Prevention; Unfair, Deceptive, Abusive Acts or Practices (UDAAP); and Deposit Regulations (Reg CC, E, P).

Required Skills/Abilities:

• Excellent verbal communication skills.
• Excellent math skills.
• Trustworthiness and the ability to act with integrity.
• Thorough understanding of customer service.

Education and Experience:

• High school diploma or equivalent is required.
• Previous experience working directly with the public is preferred.

Physical Requirements:

• Must be able to lift up to 50 pounds at times.
• May need to stand for long periods of time.

Benefits:

• Paid time Off
• Sick Time Off
• Medical, Dental, and Vision
• $30,000 Employer Paid Life Insurance Policy
• Voluntary Life, Short Term and Long Term Disability
• Flexible Spending Account (FSA), Health Savings Account (HSA) Must Enroll into Medical Plan for Eligibility, and Health Reimbursement Account (HRA)
• 401k
• Employee Stock Ownership Plan

Qualifications:Must meet FDIC standards and Bank requirements; must comply with all company policies, including its handbook, and maintain the ability to meet like standards and requirements throughout term of employment.

Affirmative Action / EEO Statement: High Country Bank is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, hair texture, hair type, or a protective hairstyle that is commonly or historically associated with race, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, wage rates, pay practices, employee activities and general treatment during employment. High Country Bank will endeavor to make a reasonable accommodation to the known physical or mental limitations of qualified employees with disabilities unless the accommodation would impose an undue hardship on the operation of the Bank. If you need assistance to perform your job duties because of a physical or mental condition, please let the VP of Human Resources know. High Country Bank will endeavor to accommodate the sincere religious beliefs of its employees to the extent such accommodation does not pose an undue hardship on the operation of the Bank. If employees wish to request an accommodation, they should contact the VP of Human Resources.

Any employees with questions or concerns about this policy or who experiences or observes any violation of this policy should report it immediately to the VP of Human Resources. High Country Bank prohibits any form of retaliation against individuals who, in good faith, report such matters or participate or cooperate in their investigation. If employees feel they have been subjected to any such retaliation, they should contact the VP of Human Resources. Violation of this policy including any improper retaliatory conduct will lead to discipline, up to and including termination. All employees must cooperate with investigations under this policy.

Qualifications