Customer Service Rep

Short Description: 

Customer Service Representative – Cashier

 

Complete Description:

This position is in the Client, Client, The incumbent performs a variety of customer related duties for Client as a teller by responding to customer inquiries and concerns and receiving and depositing revenue and receipts for all the District of Columbia Government agencies. Duties include, but are not limited to:

·         Clearly, accurately, and concisely explains to customers outcomes of any research performed to resolve customer issues or to resolve and accept correct pay amounts. Explains processing timeframes, possible delays, and additional fees and costs.

·         ·As the first point of contact, the incumbent is responsible for providing courteous and timely customer service to the various customers serviced by the Client. Provides information about all services available.

·         ·Scans documentation and payments into multiple systems.

·         ·Responsible for processing cash items, disbursing cash monies, reconciling documents, registering totals, and preparing processed cash, checks, money orders and credit cards for deposit.

·         ·Examines documents presented for payment from the public and explains involved and changing regulations. May reject documents presented and/or refers to appropriate agency representative or manager when customer cannot resolve problem.

·         ·Obtains payments and performs daily reconcilement of monies received to customer presented documents.

·         ·Receives and processes bulk depositions, proofs and validates receipts collected to journal entries received and reconciles discrepancies. Reconciles daily transactions to locate and correct errors and then balances to finalize daily reconciliation report.

·         ·Performs other duties as assigned.

The incumbent is responsible for processing cash items and pertinent identification documentation; receiving monies pertaining to several agency transactions; reconciling documents and money with computerized reports; preparing processed cash for deposit; processing of documents including all taxes levied by the District of Columbia. Incumbent is held responsible for shortages or irregularities in balancing the work. Flexibility is required to consider each issue on own merit and makes adjustments in the face of new or changing information.

        Scope and Effect

The purpose of the work is to ensure that documents are properly processed, payments are documented, and customers inquiries are addressed. Payment records validated by the representatives are used by individual agencies for billing, positing, and bookkeeping purposes, and as proof of payment for the public.

·         ·Practical knowledge of collection and deposit methods, equipment, procedures, and techniques used in accounting and reconciliation activities to validate and obtain proof of information provided.

·         ·Practical knowledge and understanding of the laws, regulations, guides, and precedents, deadlines, etc. of all District agencies originating payment documents sufficient to interpret and apply to a variety of receipt sources for collection purposes.

·         ·Technical knowledge of uniform commercial codes governing negotiable instruments cash security procedures and ability to follow procedures under pressure situations.

·         ·Skill in accurately handling large sums of monies, mentally computing the difference between amount due and monies received; and recognizing counterfeit currency.

·         ·Skill in working with Microsoft Office Suite to include Outlook, Word, and Excel.

The work requires long periods of sitting and standing in one position, attention to detail and working in a face-paced environment to minimize customer servicing time.

We are responsible for nine agencies in the district. Therefore, the incumbent will learn multiple sites. The schedule will rotate to a new site every six months. Each site has different hours of operation; therefore the incumbents tour of duty may also change.

Standard Tour of Duties:

All schedules are Monday through Friday. The incumbent will receive one 30-minute unpaid lunch break and two paid 15-minute breaks. The breaks may run consecutively.

·         Practical knowledge of collection and deposit methods, equipment, procedures, and techniques used in accounting and reconciliation activities. Required

·         Skilled in handling large sums of monies, computing the difference between amount due and monies received; and recognizing counterfeit currency. Required

·         Proficiency in Microsoft Office Suite (Word, Excel, Outlook). Required

·         Ability to handle sensitive information with confidentiality. Required

·         High School diploma. Required

Prior experience as a bank teller or in a related, customer-facing role. Highly desired