Customer Service Rep-1 Nacogdoches Main Street Branch

COMMERCIAL BANK OF TEXAS

POSITION DESCRIPTION

POSITION TITLE: CUSTOMER SERVICE REPRESENTATIVE JOB GRADE: CSR-1

REPORTS TO: CUSTOMER SERVICE TEAM LEADER LOCATION:

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JOB SUMMARY:

Recognizes and meets customer expectations of service and professionalism and creates a high level of customer satisfaction and trust.

Receives, researches, resolves and promptly responds in person, by telephone, and electronically to customer inquires and requests with regard to a variety of checking, savings, investment and credit account services including; account status, account balances, pay off amounts, stop payments, temporary holds, address and phone number changes, monetary transfers, funds availability, NSF returns, and statement requests.

May function as Teller Supervisor and assist in on-the-job training and orientation of other tellers. Performs auditing, reporting, and performance tracking. Also making sure that CBTx Teller policies are being followed at all times by CBTx personal.

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PRINCIPAL DUTIES AND RESPONSIBILITIES

• Listens carefully to customer requests, comments or complaints and responds appropriately in accordance with CBTx procedures.

• Learn Post Office duties.

• Is responsible for comprehensive, prompt and efficient customer transactions.

• May approve loans according to lending policy within lending limits, and may upstream loans for approval for policy or lending authority exceptions. May also approve NSF in accordance with CBTx policy and procedures.

• May open all types of CBTx personal or commercial accounts while obtaining all necessary customer documentation. Identifies customer needs and makes referrals to appropriate CBTx deposit, loan, trust and insurance specialists.

• Cross-markets and promotes other CBTx products and services such as loans, IRA's, certificates of deposit, and safe deposit boxes.

• Evaluates customer needs through the use of open questions and refers customers to the appropriate CBTx financial specialist when appropriate.

• Receives checks and cash for deposits to accounts, verifies amounts, examines checks for proper endorsement, and enters transactions into computer records.

• Cashes checks and processes withdrawals; pays out money after verification of signatures and customer balances. Processes utility payments, making sure that procedures are being followed and items are deposited into the correct accounts.

• Receives mortgage, consumer loan and other payments, inspects negotiable instruments and cash offered for payment and ensures the payments match balances due, enters payments received into CBTx computer records and generates customer receipts.

• Processes incoming and outgoing collection items, noting due dates and expiration dates and following CBTx policy.

• Provides guidance to CSR-1's and CSR-2's as to proper use of DCI Teller, iCore features and functions, night depository contracts, and interpretation of CBTx policies and procedures.

• Sells travel cards, gift cards, cashier's checks, and money orders and may redeem or sell US. Government Savings Bonds.

• Place holds on deposit accounts for the delayed availability (Reg CC: uncollected funds) in accordance with CBTx procedures.

• Balances cash drawer at the end of the shift and compares totaled amount to electronic journal on DCI. Scans images of items validated by the DCI Teller system and balances files through out the day by using the Branch Capture system. Reports any discrepancies to the supervisor as necessary.

• May balance and load assigned ATM's when necessary.

• May orders/Sells money internally or externally in compliance with CBTx procedures. When selling externally (to other branches, ATM's or to the Federal Reserve) making sure that proper dual control procedures and policies in regards to cash limits are being followed.

• Oversees teller activities, making sure dual control is in place at all times, especially when entering / exiting bank for opening and closing, vault or areas where cash is bought and sold, night drop areas where lock bags may be opened, worked and placed for storage until picked up by customer.

• Oversees all vaults making sure that there is no safekeeping for any customer or employee. There absolutely should be no personal belongings or items that are not used in the daily function / operation of the bank being stored in the vault.

• Responsible for the updating of all night depository contracts opened at their location. If there are specific customers that show a history or relationship with a different branch, the branch with the relationship will be responsible for updating and keeping of night deposit contracts

• May perform audits of all tellers and vault cash, night drop, night drop contracts, and safe keeping.

• Performs a variety of customer service transactions on a daily basis such as account holds, stop payment orders, direct deposits and check confirmation.

• Performs other duties as assigned.

PERFORMANCE EXPECTATIONS

Customer satisfaction: Continually displays a courteous and helpful level of enthusiasm, and service knowledge with customers and fellow employees. Identifies and solves problems within a reasonable time frame with minimal assistance. Not afraid to ask for help.

Working relationships: Establishes and maintains positive relationships and credibility with other team members inside and outside of the Bank that encourages and enables future work and cooperation with those people. Provides a good example for peers and subordinates to follow. Notifies his or her supervisor of all significant or material matters that comes to his or her attention concerning the quality of work assigned, business opportunities for CBTx, or unusual risks.

Compliance: Knowledge of Bank policies and procedures and regulatory compliance laws. Completes all compliance training as scheduled. Follows bank policies and procedures consistent with regulatory compliance in all situations and activities performed. Properly document any exception to the Bank policy and procedures, including any exception to regulatory compliance requirements.

EDUCATION & EXPERIENCE:

Minimum Qualification: High School Diploma or Equivalent

Ability to read, write, and speak the English language fluently.

Bi-lingual preferred

Good personal credit history and background required

Knowledge: 1 Year Experience in Financial Institution Preferred

Skills: Good Interpersonal, Mathematical and Clerical Skills

Some Working Knowledge of Microsoft Excel and Word

CBTx supports an equal employment opportunity workplace which includes reasonable accommodation of otherwise qualified applicants and employees. Please discuss any questions or requests about this policy or your job duties with your supervisor.

Compliance: Knowledge of Bank policies and procedures and regulatory compliance laws. Completes all compliance training as scheduled. Follows bank policies and procedures consistent with regulatory compliance in all situations and activities performed. Properly document any exception to the Bank policy and procedures, including any exception to regulatory compliance requirements.