Customer Service Rep II

JOB TITLE:                                          Customer Service Representative II

DEPARTMENT:                                  Retail

INCUMBENT:                                     None

SUPERVISOR:                                     Customer Service Manager

STATUS:                                               Non-Exempt

JOB PURPOSE

Customer Service Representative II is responsible for primarily opening new accounts, providing operational support, cross-selling bank products/services, and resolving customer service issues.  Process transactions with accuracy and efficiency while delivering an overall professional and exceptional customer experience.  As needed, will perform as teller and refer customers to other areas of the bank as appropriate.  Follow regulations and bank security procedures to protect customers as well as minimize risk to the bank

ESSENTIAL FUNCTIONS

New Accounts:

1. Perform all aspects of new account opening procedures for all bank products/service
2. Answer customer inquiries, make appropriate financial solutions and recommendations, and assist with problem resolution.
3. Perform customer service functions such as check orders, change of address, supersede signature cards, and other account maintenance change.
4. Answering telephone and assisting customers with telephone inquiries
5. Prepare stop payment forms and input on JHA.
6. Responsible for admitting customers to Safe Deposit Vault.
7. Accepts Wire Transfer Request.
8. Mail Safe Deposit Box Payment notices.

Sales and Services:

1. Identify sales opportunities to cross-sell bank products and services to ensure customers’ financial goals are met.
2. Provide quality personalized customer service, maintain frequent customer contact to expand relationships and ensure customer retention.
3. Proactively support branch new business promotions.                                               

 Teller Operations: 

1. Perform deposits and withdrawal transactions.
2. Issue cashier’s checks, count and record the daily inventories.
3. Reconcile and balance teller cash drawer
4. Prepare currency transaction reports as needed.
5. Place hold on large deposits.
6. Processing night drop deposit and make records.
7. Accept loan payment
8. Redeem Saving Bonds.
9. Accept Armored Car Deposits 

QUALIFICATIONS

• High School diploma.
• 1-2 years of cash handling, customer service in a retail environment, or sales experience required.
• Minimum 1 year of new accounts, sales experience, or relevant banking experience, preferred.
• PC literate and typing proficient.
• Previous experience with data entry, 10-Key, banking software, and Microsoft Word, Excel.
• Good oral and written communication skills – can write clear message, initiate conversations, and talk to customers about products and services.
• Ability to give and receive feedback to improve skills and job knowledge.
• Can maintain good attendance and arrive consistently at scheduled start time.
• Able and willing to commute as required for business needs.
• Able to work weekends and extended hours as required to meet business demands.
• Bilingual English/Chinese (Mandarin or Cantonese) preferred.
• May obtain (Optional) MLO (Mortgage Loan Originator) status to originate mortgage loans.   Must possess an active registration or be eligible for registration under the Nationwide Licensing System and Registry (NMLS).