New Accounts Representative

Job Title: New Accounts Representative

Department: Operations

Reports To: New Accounts Manager/Branch Manager

SUMMARY 

The New Accounts Representative is responsible for opening and maintaining customer accounts while delivering exceptional customer service and operational support. This position assists customers with deposit products, electronic banking services, debit card maintenance, dispute resolution, and account servicing functions. The role also supports branch operations through elevated teller support, account research, and compliance-related responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assist customers with account reconciliations and provide requested documentation and account records.
• Process customer requests for check reorders and account maintenance updates.
• Develop and maintain working knowledge of account maintenance procedures, including account changes and closures.
• Open and service deposit products, including checking accounts, savings accounts, IRAs, and Certificates of Deposit (CDs).
• Initiate and process customer dispute claims, including Electronic Funds Transfer Act (Reg E) disputes.
• Assist customers with ACH disputes, indemnity agreements, forgery affidavits, and related documentation.
• Gather, verify, and accurately enter customer information into the bank’s systems and databases.
• Coordinate deposit transactions related to new account openings and provide customers with receipts and documentation.
• Investigate and resolve ATM and debit card transaction errors and discrepancies.
• Provide support for Online and Mobile Banking services, including password resets, enrollment assistance, and mobile app support.
• Support debit card servicing functions, including: POS and ATM limit adjustments, Card reissuance, Travel notifications, PIN resets and changes
• Review and verify account maintenance completed by team members to ensure accuracy and compliance with internal procedures.
• Assist customers with IRA contributions and distributions in accordance with applicable regulations and bank procedures.
• Support CD maintenance requests, including contributions, withdrawals, and rate change requests.
• Conduct daily reviews of operational reports, including open/closed account reports for checking and savings, as well as debit card activity reports.
• Verify customer identity and required documentation in compliance with Bank Secrecy Act (BSA) and Customer Identification Program (CIP) requirements prior to account opening.
• Maintain, organize, and retain records in accordance with bank policies and regulatory guidelines.
• Provide elevated teller and customer service support as needed.
• Promote bank products and services that meet customer financial needs.

EDUCATION and/or EXPERIENCE

• High school diploma or GED required; college coursework preferred.
• Previous banking or customer service experience preferred.
• Knowledge of banking terminology and deposit account operations.
• Basic understanding of financial reports and account research procedures.
• Strong analytical and problem-solving abilities.
• Excellent attention to detail, accuracy, and organizational skills.
• Strong verbal, written, and interpersonal communication skills.
• Ability to multitask, prioritize responsibilities, and work efficiently in a fast-paced environment.