Retail Services Representative

General Responsibilities

Responsible for performing a variety of duties to support the retail services function (ie: internet, telephone, debit card, etc); coordinating work within the department, as well as with other departments; reporting pertinent information to the immediate supervisor; responding to inquiries or requests for information.

Essential Duties

• Performs a variety of duties to support the retail services function:
• Processes Internet banking and ATM/Debit Card/Business Debit Card applications; ensures proper account maintenance, balancing, G/L entries, status changes, and address changes; researches disputes and card problems.
• Assists with all aspects of ATM, Debit Card, Business Debit Card, Internet banking (including bill pay and mobile banking features), Remote Deposit Capture, Reloadable Cards, Voice Banking and ACH accounts.
• Assists with monitoring suspicious activity and transactions relating to Fraud and ACH systems.
• Assists with mailings and maintenance of cards.
• Provides direct customer service to customers with retail services, voice banking, internet banking issues, and other customer inquiries.
• Provides processing of FEDLINE transactions, including input, sending, and recordkeeping. Back up to AM FEDLINE reports and processing.
• Processes returns and notification of changes.
• Provides customer service for Remote Deposit Capture users.
• Assists in the coordination of all META card activities.
• Assists with training all Bank staff on retail services, debit cards, reloadable cards, etc.
• Responds to customer inquiries and provides necessary information, or forwards calls to the proper individual or Bank department.
• Receives and directs incoming telephone calls; provides direct customer service; assists customers with reconciling bank statements.
• Processes telephone transfers between designated accounts per customer requests.
• Performs various maintenance duties for accounts and services.
• Utilizes full range of Bank products and services to effectively maximize the Bank’s relationship with customers; informs caller of products and services; refers customers to appropriate personnel.
• Coordinates specific work tasks with other personnel within the department as well as with other departments in order to ensure the smooth and efficient flow of information.
• Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the work place.
• Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the Bank's compliance with all regulatory requirements, e.g. Community Reinvestment Act (CRA), Bank Secrecy Act (BSA), Equal Credit Opportunity Act, etc.
• Reports pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate Bank personnel.
• Responds to inquiries relating to his/her particular area, or to requests from customers, other Bank personnel, etc., within given time frames and within established policy.

Ancillary Duties

• Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Job Location

2nd level, Corporate Headquarters

1271 Indian Springs Rd.

Indiana, PA 15701

Equipment/Machines

• Telephone
• PC/Computer keyboard
• Printer
• Fax machine
• Copy machine
• Calculator
• ATM

Basic Qualifications

Education/Training: A high school diploma or equivalent with an emphasis in Business curriculum.

Skill(s): Proficient reading, writing, grammar, and mathematics skills; proficient interpersonal relations and communicative skills; proficient computer skills; working knowledge of retail services operations and regulations; visual and auditory skills.

Experience: A minimum of two (1) years’ related experience normally required