What are the responsibilities and job description for the Client Services Representative position at American Bank N A?
Role and Responsibilities:
- Greet and direct customers entering the branch, assessing their needs and facilitating connections to appropriate staff for lending, new accounts, or other services.
- Provide support for lending and new account duties as assigned, such as scheduling appointments and following up on inquiries.
- Manage access to safe deposit boxes, ensuring compliance with security protocols and assisting customers as needed.
- Answer incoming phone calls, screen and route inquiries.
- Perform basic teller transactions using the Teller Cash Recycler at the front desk, including deposits, withdrawals, and cash handling.
- Perform account opening and maintenance, including gathering documentation, processing applications, and updating customer information.
- Monitor and maintain the lobby area, ensuring it remains clean, organized, and stocked with marketing materials, forms, and supplies.
- Process incoming/outgoing mail, scan and upload documents to customer files.
- Perform daily balancing and reconciliation of the Teller Cash Recycler.
- Conduct basic account reviews with customers (e.g., address changes, adding/removing joint owners, ordering new debit cards, or resetting online banking credentials).
- Assist customers with online and mobile banking enrollment, troubleshooting login issues, and demonstrating app features at the front desk.
- Identify cross-sell opportunities during interactions and warmly refer customers to loan officers or appropriate staff.
- Participate in branch huddles, provide input on customer feedback, and suggest process improvements.
- Complete required compliance training and adhere to all BSA/AML, Reg CC, and privacy regulations in every transaction.
- Handle general administrative tasks and ad-hoc duties to support branch operations, including anything required to maintain smooth daily workflows.
- Provide a professional and welcoming environment, promoting positive customer interactions and resolving minor issues with composure.
- Perform other duties as assigned.
Qualifications and Education Requirements:
- High School graduate or equivalent
- Minimum of 3 years customer service and/or banking experience in a branch environment required.
Preferred Skills:
- Teller experience
- New Account experience
- Basic knowledge of banking regulations
- Strong math and problem-solving skills
- Ability to engage customers, begin conversations, build rapport and handle objections.
- Strong communication skills and active listening skills
- Ability to work effectively as a team member
- Ability to assess risk, exercise discretion, and handle sensitive and confidential issues while remaining calm and professional
- Ability to identify and mitigate potential fraud and other transaction risk
- Ability to quickly learn and effectively use technology, including Microsoft Office Suite and other banking software and programs