The Client Services Specialist (CSS) is responsible for professionally responding to the immediate needs of clients related to transaction processing, online banking access, loan payments, and deposit account functionality. A CSS has cash handling responsibility and will use basic to moderate level mathematical skills to successfully balance their cash drawer daily. CSSs give excellent customer service by acting as the first point of contact for in-person and telephone client interactions.

Work hours for this position will be between Monday and Friday from 8 a.m. to 6 p.m. along with a rotational Saturday schedule of 9:00 a.m. to 12:00 p.m.

Responsibilities

Transaction and Deposit Services

• Complete daily routine tasks by time sensitive deadlines including but not limited to night drop, mail deposits, incoming / outgoing mail, vault balancing, foreign item processing and end-of-day tasks (I, II)
• Process a variety of banking transactions including but not limited to check cashing, withdrawals, deposits, loan payments, monetary instruments, credit verifications and assisting clients in entering safe deposit boxes (I, II)
• Follow bank procedures regarding safeguarding of bank currency, i.e. drawer, vault, coin and dual control responsibilities for vault buys / sells and ATM / armored truck shipments (I, II)
• Follow bank procedures regarding ordering of currency and coin from Federal Reserve Bank and Bank of North Dakota (II)
• Follow bank procedures regarding federal and state regulations such as Bank Secrecy Act (BSA) and Regulation CC (I, II)
• Service and maintain Customer Identification Program (CIP), account data and/or various customer requests including but not limited to address changes, online banking password resets, account closing, stop payments and debit cards (I, II)
• Image and rescan over-the-counter transactions in ImageCentre software (I, II)
• Review BSA reports and create detailed notes regarding pertinent findings (II)
• Scan and index documents via FDM Scanning (II)

Customer Service

• Responsible for following Premier Experience service standards to internal and external customers in person, on the telephone and through email / mail communication (I, II)
• Perform unique Premier Experiences aimed to enhance / build community / customer relations (I, II)
• Attend Customer Experience (CX) Meetings and Core Value Celebration Calls (I, II)

Sales

• Maintain a working knowledge of Choice Financial’s systems, products, services, policies and procedures to recommend products or services to customers that will benefit them. Includes referrals to operating units such as insurance, wealth, mortgage and leasing (I, II)

Other

• Maintain lobby appearance and assist in arranging pick up service for couriers (I, II)
• Order customer supplies such as checks, deposit slips and endorsement stamps through Deluxe (I, II)
• Maintain complete confidentiality with regards to customer accounts, loans and bank relationships (I, II)
• Assist with completing special projects and assignments as directed by department leadership (I, II)
• Perform duties outside normal scope as assigned (I, II)

System Support

• Maintains a working knowledge of FIS Core, HORIZON Teller Software, ImageCentre and FDM Scanning (I, II)
• Maintains a working knowledge of third party vendor systems / software / websites (I, II)