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Customer Service Representative

Company: Hawthorn Bank
Location: Jefferson City
Posted on: November 22, 2022

Job Description:

SUMMARY This position is responsible for providing customer service in the Banks Branches. This position is responsible for helping customers benefit from the Banks products and services while being accountable for customer centric and needs based sales while utilizing the sales and referral models. This position will prepare, input, and modify information via the computer system. Work is performed within the framework of standard operating policies and procedures: however, independent judgment and discretion is required in performing assigned tasks. Deviations from normal procedures and/or questions are referred to the supervisor. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Responsible to know and understand the Banks products and services to best meet the customers needs; participate in Bank and branch sales promotions and games, huddle meetings, sales meetings, and one-on-one meetings with manager; consistently utilize Synapsys and Customer Needs Assessments (CNAs). Responsible for ensuring customers have a positive experience by providing memorable customer service; ensure customer on-boarding and retention process is completed and documented in Synapsys; responsible for the use of the Consumer Complaint/Comment process within Synapsys ensuring individual utilization and resolution. Serve as a customer service representative by opening, modifying, and closing accounts; perform extensive data entry to add, modify, or close accounts; assist customers in reconciling accounts; print statements for customers; receive and place checks orders; assist tellers by approving/rejecting checks to be cashed and explain the banks policies and procedures regarding transactions; identify customer by name and answer customer inquiries in person and over the telephone; transfer funds per customer request; assist customers in establishing or changing pin numbers; train customers how to use bank products and services; process stop payment and forged account requests; sign official checks; process direct deposit applications; process reports (e.g.,. CTR, SAR); establish night deposit customers and explain procedures; redeem savings bonds; distribute loan packets and assist customers in completing loan applications; obtain information and process wire transfers. Serve as a safe deposit clerk by following all established policies and procedures; perform functions associated with the safe deposit area. Process CDs and IRAs by opening, modifying, and closing certificates; complete all required paperwork and perform data entry; issue receipts; calculate and process disbursements to include principle, interest payable, penalties, and tax withholdings. Open and close branches according to standard procedures; supervise assigned staff; ensure tellers maintain security of assigned teller drawer and coin vault; exercise dual control procedures; perform administrative duties as assigned by branch manager. Balance ATM/ITM; prepare and verify currency for ATM/ITM; resolve problems associated with ATM/ITM. Balance vault cash and Teller cash recycler, maintain logs, and complete bank slips; order and ship currency; buy, sell, verify, and bundle currency; open and close vault; maintain security cameras. Make decisions about a variety of daily transactions and exercise discretionary authority; lead staff in daily job tasks; resolve problems and provide troubleshooting; professionally and diplomatically deal with irate or unhappy customers; assign tasks and ensure completion within predetermined deadlines. Perform job duties associated with the teller position. Perform job duties associated with Notary Public certification. Comply with all banking regulations, policies and procedures. NON-ESSENTIAL DUTIES & RESPONSIBILITIES include the following. Other duties may be assigned. Maintain education and professional expertise through attendance at job related seminars, conferences, and workshops and involvement in professional, civic, and community groups in leadership positions. Reviews technical bulletins, newsletters, etc; distributes information to employees. SUPERVISORY RESPONSIBILITIES None. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE Graduation from high school or possess a GED certification. Plus additional post high school education and/or training. Possess a minimum of at least two years of work experience as a Teller or similar work experience. Formal training may be substituted on a year-for-year basis for the required work experience. Possess prior sales experience. Possess or obtain Notary Certification within three months of appointment. LANGUAGE SKILLS Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. REASONING ABILITY Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. OTHER SKILLS AND ABILITIES Operate office and bank equipment (e.g., personal computer and printer, 10-key calculator, typewriter, telephone, fax machine, copier, document scanner, check encoder, coin machine, currency counter, debit/credit card scanner, dolly, safe deposit timer, vault timer, television, security system, etc.). Basic PC knowledge, including Microsoft applications. KEY CONTACTS--Internal and External Has constant contact with bank customers, their personal representatives, accountants, attorneys, etc., in responding to inquiries as part of the customer service function. Has moderate contact with individuals at other financial institutions. CERTIFICATES, LICENSES, REGISTRATIONS Valid driver's license. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to walk; sit; and use hands to finger, handle, or feel. The employee is occasionally required to stand; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25-50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. COMMENTS This position requires the ability to work before or after normal business hours and may require occasional overnight travel to attend various training seminars, conferences or workshops.Job Type: Full-time

Keywords: Hawthorn Bank, Jefferson City , Customer Service Representative, Other , Jefferson City, Missouri

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