SUMMARY 

The Customer Service Representative is responsible for providing exceptional customer service by opening and maintaining deposit accounts, processing customer transactions, and supporting a variety of banking services. This position assists customers with account maintenance, disputes, debit card services, and electronic banking support while also providing elevated teller support and developing knowledge of new accounts functions. The CSR promotes bank products and services while ensuring accuracy, compliance, and positive customer experience.      

ESSENTIAL DUTIES AND RESPONSIBILITIES  

• Process customer check reorder requests.
• Perform customer account maintenance, including account changes and closures.
• Open new deposit accounts for customers.
• Initiate and assist with customer dispute claims, including Electronic Funds Transfer Act (Reg E) claims, ACH disputes, indemnity agreements, and forgery affidavits.
• Collect, verify, and prepare customer information for accurate system entry and recordkeeping. 
• Investigate and resolve debit card transaction errors.
• Issue debit cards, including PIN creation and resets.
• Provide support for online and mobile banking services, including password resets, registration assistance, and mobile app setup.
• Answer incoming new accounts and customer service calls professionally and efficiently.
• Operate a cash drawer and perform teller transactions as needed.
• Receive checks and cash for deposit, verify amounts, and review endorsements for accuracy.
• Process customer transactions through the banking system and provide accurate receipts.
• Place holds on accounts for uncollected funds in accordance with bank policy.
• Balance cash drawer and/or vault daily and reconcile totals with system records.
• Scan and upload documents into the bank’s recordkeeping system.
• Process and document savings bond redemption transactions.
• Receive and process customer stop-payment requests.
• Prepare and process account closing transactions.
• Explain, promote, and cross-sell bank products and services, including cashier’s checks and additional deposit products.
• Receive and process wire transfer requests in accordance with bank procedures and security requirements.
• Maintain compliance with all bank policies, procedures, and applicable regulations.
• Perform additional duties as assigned.

EDUCATION and/or EXPERIENCE 

• High school diploma or GED required.
• Previous banking, cash handling, or customer service experience preferred.
• Basic math skills, including the ability to perform simple percentage calculations.
• Proficient computer and data entry skills.
• Basic understanding of financial documents and reports. 
• Strong verbal, written, and interpersonal communication skills. 
• Ability to multi-task, prioritize responsibilities, and maintain attention to detail in a fast-paced environment.
• Bilingual Spanish-speaking skills preferred but not required.