Customer Service Representative
Mountain Commerce Bank
- Johnson City, TN
- Permanent
- Full-time
- Be a primary contact for consumer banking, proactively learning about our customers and their needs, and providing a knowledgeable point of contact.
- Always represent the Bank positively, courteously, and with the greatest concern for the customer’s interest.
- Be friendly. Smile when dealing with customers. Reserve personal concerns for personal time away from the Bank.
- Assist customers with opening, maintaining, and closing accounts. Recommend services that will meet the customer’s needs and increase MCB’s service base.
- Assist customers with questions and problems on checking and savings accounts. Locate appropriate information and help resolve concerns.
- Receive and handle or transfer calls to the Bank.
- Assist Deposit Operations with account research, resolution, and maintenance. Process return items and forms as necessary.
- Ensure that transactions, balancing, receiving cash, and other functions are performed with dual control and/or all proper authorization
- Cash checks and pay out money after proper identification has been acquired, verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds.
- Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips.
- Examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents
- Enter customers' transactions into computers to record transactions and issue computer-generated receipts. Consult Branch Management for corrections. Place stops or holds on customers accounts as necessary.
- Prepare and verify cashier's checks; Assist customers with access to lock boxes.
- Receive mortgage, loan, or other bill payments, verifying payment dates and amounts due
- Process transactions such as funds transfers, term deposits, retirement savings plan contributions, automated teller transactions, night deposits, and mail deposits.
- Assist customers with access to lock boxes as needed.
- Count currency, coins, and checks received, by hand or using currency-counting machine, to prepare them for deposit or shipment to branch banks or the Federal Reserve Bank.
- Identify transaction mistakes when debits and credits do not balance.
- Explain, promote, or sell products or services such as money orders, and cashier's checks, using computerized information about customers to tailor recommendations.
- Cross-sell bank products and services based on customer needs, in accordance with the bank’s program standards.
- Conduct call-backs to external check printing companies to verify customer information.
- Direct customers to other Bank staff if necessary to facilitate interactions.
- Open, set timers, and close the safe deposit vault utilizing dual control.
- Conduct check verifications requested by third parties.
- Order currency for the vault for bank use, as directed.
- Clear the cash items as reported by the Operations department as directed.
- Coordinate ATM and night deposit balancing and maintenance as directed.
- Diligently protect confidential information, and assist the Bank in ensuring that all confidential and sensitive information is handled appropriately.
- Maintain an active awareness and understanding of policies, procedures, designated authorities, regulations, and laws, including but not limited to, the Bank Secrecy Act, Anti-Money Laundering Act, etc. Follow these at all times.
- Communicate openly with supervisors and other management about policies, procedures, work conduct, and job functions. Ask questions to clarify any uncertainty in issues.
- Address and report suspected violations of policy, procedure, Bank Secrecy Act, Anti-Money Laundering Act, and other laws and guidelines, as outlined in the Code of Conduct. Reported information will be kept confidential.
- Participate in training sessions and policy updates as necessary. Assist with coordination of scheduling as appropriate.
- Ability to work scheduled and other needed hours at the designated location(s)
- Assist Management with scheduling and other issues as directed.
- All Team Members should provide consistently positive, effective, helpful service to all customers, both internal and external.
- Assist other managers or Team Members as needed.
- Management or Bank policy may revise, delete, or add responsibility as necessary.
- Ability to operate office equipment, telephones, and computers
- Ability to communicate fluently in English, in person, in writing, and on the computer
- Ability to hear, speak, and understand verbal communication
- Ability to read, write, count, and perform basic math functions
- Ability to move head, shoulders, neck, and arms freely (e.g. operation of office equipment)
- Ability to use manual dexterity and fine manipulation for operating a keyboard, using equipment, filing, etc.
- Ability to lift up to 15 pounds, grasp, reach, and pull
- Ability to think, remember, learn new information, and apply cognitive data to job functions
- Ability to assess and concentrate on mental and physical job tasks to see them to completion
- High school diploma or equivalent
- Experience working with money or confidential informaiton
- Positive attitude and pleasant disposition at all times, even when under pressure or in confrontation
- Excellent interpersonal, verbal, and telephone communication skills
- Good organizational skills
- 2-3 years of banking experience
- Deposit banking experience
- Customer service experience
- Knowledge of banking regulations
- Competitive salary
- Medical, Dental, vision, life, and disability insurance
- Vacation/sick/personal time
- Paid holidays
- 401(k) with company match
- Bonus potential