Customer Service Representative

This Customer Service Representative will primarily be located at our Buffalo Center, IA location.

Job Summary: This position provides exceptional customer service across all bank locations, assisting customers with a variety of banking needs both in person and over the phone. Responsibilities include processing routine financial transactions such as withdrawals, deposits, and transfers, assisting with account inquiries, and promoting bank products and services. The role also involves maintaining customer relationships, handling disputes, printing debit cards, and supporting office tasks. As the first point of contact for customers, the position requires a positive, professional attitude and strong communication skills to ensure customer satisfaction and smooth banking operations.

Essential Duties & Responsibilities:

• Provide prompt and professional customer service in-person, via phone, online messaging, and email, addressing account and bank-related inquiries.
• Provide assistance to customers using digital banking services, including but not limited to mobile deposit, bill pay, transferring funds, and viewing documents.
• Process customer transactions, including deposits, withdrawals, check cashing, loan payments, transfers, cashier's checks, and certificate of deposits (CDs).
• Open new accounts for customers (checking, savings, business accounts, CDs, and safe deposit boxes).
• Assist with debit card services, including printing new cards, updating limits, adding travel notices, and resolving card-related issues.
• Handle customer disputes and discrepancies, including intake, documentation, and resolution.
• Assist with fraud investigations, including transaction sorting, fraud detection, and submitting necessary documentation.
• Manage bank system reports, ensuring accuracy and correct information for various banking activities.
• Process night drop and mail deposits, and assist customers with coin counting services.
• Monitor and maintain vault, teller drawer, and balance discrepancies; complete necessary maintenance forms.
• Perform administrative duties, such as uploading loan documents, scanning, filing, and maintaining accurate customer records.
• Order and process wire transfers, as well as handle orders for money from the Federal Reserve.
• Support marketing efforts by promoting bank products and services to customers.
• Provide notary services and assist with various customer needs.
• Participate in various assigned projects and miscellaneous duties as needed.
• May be required to temporarily fill in at another branch or location to meet staffing needs.
• Performs other duties or projects as assigned.

Supervisory Duties: This position does not have supervisory responsibilities and does not require overseeing or managing other staff members.

Minimum Education & Experience: High school diploma or GED and at least 6 months customer service experience; prior finance or banking experience preferred, but not required; or a combination of education and experience to successfully perform the duties of the position.

Knowledge, Skills, & Abilities:

• Strong communication skills and phone etiquette. Problem-solving and handling sensitive situations with patience. Basic understanding of banking policies, procedures, and transactions. Basic math skills for handling transactions.
• Proficiency in basic computer programs, like Microsoft Office Suite. Strong organizational skills and ability to manage multiple tasks.
• Ability to learn and use banking software. Ability to maintain customer privacy and adhere to confidentiality policies. Ability to resolve customer issues and ensure accuracy in transactions. Ability to work well with others and adapt to changing tasks. Ability to demonstrate honesty, integrity, and professionalism.

Travel Requirements: This position has minimal travel requirements (less than 5%), but may require temporary, additional travel (more than 5%) based on staffing needs at other locations.