Customer Service Associate (Teller & New Accounts)

Description

DEPARTMENT: Retail Sales

SUPERVISOR: Jefferson Hwy Branch Manager

SCHEDULE AND WORK LOCATION:  40 Hours per week scheduled between the Jefferson and Central branches during the following time frames: Monday – Thursday from 07:45 am – 05:15 pm, Friday 7:45 am - 5:45 PM. 

POSITION SUMMARY: This Customer Service Associate provides assistance to customers and staff while maintaining a professional image at both the Jefferson Hwy (Baton Rouge) and Central branch locations. Serves as the primary contact to customers and directs customers on how we can assist. 

POSITION RESPONSIBILITIES:

• Provides the Synergy Bank standard of excellence in customer service.
• Maintains honesty and the highest level of ethical standards.
• Receives cash and/or checks for deposits to accounts, verifies amounts, examines checks for proper endorsement, and enters deposits into computer records.
• Cashes checks and processes withdrawals; pays out money after verification of signatures and customers balances.
• Protects customers and the bank from fraudulent activity including counterfeit checks, unfair, deceptive and abusive practices, and elder abuse.
• Process transactions such as night and ATM deposits, IRA and HSA contributions, loan and utility payments, and mail deposits. 
• Complete CTRs accurately and timely.
• Balances cash drawer at mid-day and at the end of the shift, comparing totaled amounts to computer generated proof sheet, and reporting discrepancies as necessary.
• Places holds on accounts as necessary according to Reg CC and bank procedures. 
• Prepares and verifies official checks.
• Explains, promotes, or sells bank products and services that enhance the customer’s banking experience.
• Assists bank personnel as needed or as directed by management.
• Answering phones as necessary and providing telephone assistance to customers according to Synergy Bank’s telephone customer service standards.
• Counts coins and currency. 
• Ensures that teller station is properly stocked with forms and supplies. 
• Reports any malfunctions of Teller terminals or equipment.
• Reviews work for completeness and accuracy.

NEW ACCOUNTS DUTIES: 

• Resolves account related issues ensuring positive public relations with customer of the Bank both face to face and over the phone.
• Answers incoming calls to provide the Synergy Bank standard of customer service.
• Offers services to potential personal and corporate account holders to generate additional business.
• Opens new accounts and performs maintenance to existing accounts through NuPoint and NAC systems.
• Issues debit cards through Card@Once or NuPoint systems.
• Monitors complex consumer accounts, business accounts, IRAs, and H.S. A’s.
• Orders checks for customers ensuring bank records are updated and accurate.
• Opens safe deposit boxes through NAC while adhering to all safe box procedures for maintenance review to ensure boxes are  properly identified as past due. He or she is responsible for sending drill status Final Notice when due.
• Utilizes IMM for e-signed documents and scans and indexes all wet-signed forms along with supporting documents through IMM upload.
• Processes wire transfer requests according to established procedures. Completes fund transfer agreements for new wires that are initiated by phone, fax, and email.
• Accepts Business Online Banking applications.
• Accepts debit card disputes and forwards to the Fraud Department for investigation and resolution.
• Places Reg CC holds on new account deposits.
• Complies with all bank related Federal regulations including Bank Secrecy Act paying special attention to Customer Identification Policy.
• Accepts disputes from customers.
• Complies with Bank Secrecy Act paying special attention to the Customer Identification Policy.
• Communicates with customers to resolve account related problems and ensures positive public relations.
• Performs account maintenance for customer including wire transfers and issuing and pinning debit cards.
• Assists customers with enrollment of online banking services.
• Places check orders while also ensuring bank records are updated and accurate.
• Escorts customers into safety deposit box area.
• Provides consistent sales referrals on a weekly basis.
• Performs any additional duties as needed or as directed by Management.

BALANCING PROTOCOL & RESPONSIBILITIES:

The responsibility of balancing is a priority of the CSA position. Every day, they are responsible for physically hand counting all the loose cash, strap cash, and coins to ensure the teller drawer, ATM, and cash vault all balance. Cheat sheets indicating the coin amounts in the vault are strictly prohibited in lieu of physically counting it daily. Trades must be done through Teller machines at the time the funds are given and received. There is no exception to this procedure.

If at any time during the day, the drawer is counted to balance, the cash count is to be printed and placed in the work bin. At the end of the workday, a clear screen must be used to balance the drawer and physically count all monies. If a transaction is completed for a customer either during or after this count, again, a clear screen must be used, and all monies shall be physically recounted.

It is important to understand that if money is miscounted, and the drawer balances, then that is force balancing the drawer. This is grounds for disciplinary action. If a drawer is counted and found to be out of balance, a second employee must count that drawer as well. The count must agree with the initial count, and if not, a supervisor must count to verify accuracy. Outage entries must be run before the day can be closed. All CSAs must ensure that their transactions have been received by CSI before exiting their teller.

Qualifications

EDUCATION AND EXPERIENCE REQUIRED:

• Minimum 1 year Teller experience 
• High School Diploma or GED equivalent.

EDUCATION AND EXPERIENCE PREFERRED:

• 2 Years of Teller experience. 
• New Accounts banking experience.
• Associates or higher in Business or related area of study.
• Completion of banking education courses.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Able to make sound decisions on negotiables with little to no errors only needing minimal guidance.
• Proficient in Microsoft Word and basic understanding of Microsoft Excel.
• Ability to pay close attention to detail.
• Ability to comprehend and analyze information to draw a conclusion.
• Ability to multi-task in a fast-paced work environment.
• Ability to organize and prioritize daily tasks.
• Ability to learn various job-related software programs.
• Must have basic accounting knowledge and experience.
• Ability to present a business professional appearance.
• Must have reliable transportation to commute to and from work.

COMMUNICATION:

• Must be able to provide information to supervisors, co-workers, and customers both verbally and in written format.

PHYSICAL REQUIREMENTS:

• Ability work schedule at both the Jefferson and Central branches, which is always 40 hours of work per week during the following: Monday – Thursday from 07:45 am – 05:15 pm, Friday 7:45 am - 5:45 PM. 
• In instances of critical staffing shortages, we may ask you to work from a different branch location.
• Must be able to stand or stand/walk for up to 4 hours at a time without the opportunity to sit down or get off his/her feet.
• Must be able to interact with the public utilizing various methods of communication.
• Must exhibit proper dexterity with both hands and digits as counting currency is a frequent request throughout the workday.
• Ability to work over the head while lifting up ten pounds simultaneously for short periods of time throughout the workday.
• Employee may be required to squat multiple times and remain in that position for short periods of time while searching and/or reaching for supplies at ground level.
• Must be able to lift and carry approximately 40-50 pounds multiple times throughout the day.

MENTAL REQUIREMENTS:

• Must have the attention span to stay alert and attentive during a normal 8-hour workday.
• The CSA must be able to make sound, quick decisions based on the facts of a situation, and remain calm and in control in a possible ever-changing environment or an emergency.
• Must be able to follow instructions and procedures exactly as trained or as directed by his or her supervisor.
• Must be able to listen to, grasp, and respond positively to supervision and instructions by Management.
• Physical and cognitive ability to perform the essential duties and functions of his/her job.

Salary : $17 - $20