The Account Services Associate is a branch-based position with a primary focus of assisting new and existing clients with their deposit account and online banking needs. The Account Services Associate works in an omni-channel client service environment and upholds MapleMark Bank’s commitment to operational excellence.
Essential Job Functions

• Provide account services to customers by receiving and processing deposits, loan payments, cashing checks, recording night and mail deposits, working overdrafts, accepting wire transfer requests, placing stop payments and issuing monetary instruments.
• Open deposit accounts for individuals, businesses, corporations, and trusts as requested directly by clients or by members of the bank’s relationship management teams.
• Maintain integrity of client records by thoroughly evaluating onboarding documents, maintenance forms, and request items for validity and completion and adhering to bank practices regarding acceptable records and imaged document retention.
• Maintain responsibility for cash drawer and participate in cash auditing and balancing procedures. Adhere to established cash controls procedures.
• Work directly with clients in the Tulsa market and provide support to clients bank-wide as a key member of the bank’s overall client operations team.
• Provide timely and professional responses to inbound client requests received via email, phone or digital messaging to direct clients to the best solutions to their payment, information, and problem resolution needs.
• Maintain accurate records of service and account efforts with timely and complete updates to ticketing system and client service notes.
• Assist clients with online and mobile banking questions that may require familiarity with our website, commonly used browsers, and common features of online banking to improve client ease with self-service opportunities.
• Maintain knowledge of risk mitigation practices and compliance requirements applicable to assigned duties.

Minimum Qualifications (Education, Experience, & Skills)

• High School diploma or GED
• Two years previous banking center experience including cash handling and client service
• Knowledge of bank operations including products and services, documentation, and regulatory guidelines
• Ability to break down problems, investigate root causes and identify timely resolutions
• Self-motivated to learn new processes and to adapt and thrive in a fast paced, changing environment
• Maintain attention to the matter at hand with frequent interruptions during the day
• Available to work flexible hours
• Highly organized and detail-oriented self-starter
• Organizational and time management skills with the ability to multitask in a high-stress environment
• Strong verbal, written and interpersonal communication skills
• Superior problem-solving, analytical, and critical thinking skills required
• Strong organizational and effective time management skills required
• Strong change management skills and ability to work at a consistently changing pace

Bank Culture/Customer Service Skills

Ability and judgment to interact and communicate appropriately with other employees, customers, and supervisor. Ability to serve customers, both internal and external, (community/public) in a manner that will reflect superior customer relations and enhance the overall marketing effort of the Bank.

Work Environment

The noise level in the work environment is usually moderate.

This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. The Bank shall, in its discretion, modify or adjust the position to meet the Bank’s changing needs. This job description is not a contract and may be adjusted as deemed appropriate in the Bank’s sole discretion.

MapleMark Bank is committed to diversity and inclusion and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. MapleMark Bank is a drug-free work environment.