Customer Service Representative

Position Summary

This designation is used to identify tellers who serve primarily as tellers but are also cross‑trained to do new accounts work. They will occasionally cover the new accounts area, but their primary duty is supporting the teller line. Individuals in this position provide a variety of teller and new account services such as handling deposits, withdrawals, payments, greeting customers, and opening and maintaining accounts.

They operate a variety of office equipment, explore customer needs, cross‑sell services in the best interest of the customer, and make appropriate referrals to other business units. They provide superior service to customers and conduct activities consistent with established bank policies, procedures and systems, the corporate code of conduct, the Bank Secrecy Act, and all applicable state and federal laws and regulations.

• Provide daily deposit services such as handling deposits, withdrawals, holds, loan payments, travelers checks, cashier’s checks, money orders, stop payments, telephone transfers, direct deposits, cash advances, and other related matters.
• Maintain cash drawer within prescribed limits. Purchase from and sell money to vault as needed.
• Accurately count, receive and disburse cash and handle mutilated and bait currency.
• Verify and balance assigned cash drawer daily; maintain cash over and short record and assist in identifying cash offages; maintain cash drawer variances within Central Bank of St. Louis guidelines.
• Prepare necessary forms for proper completion of the Bank Secrecy Act (BSA) requirement, including obtaining appropriate documentation from customers and non‑customers.
• Acquire and maintain thorough knowledge of compliance and regulatory issues relating to teller and customer service areas (e.g., Bank Secrecy Act, Regulation CC, E, DD, P) and apply them in day‑to‑day operations.
• Acquire and maintain a thorough understanding of security procedures; practice established procedures and know post‑robbery procedures.
• Maintain a neat and orderly work area and ensure all cash, negotiables and confidential records are secured or disposed of properly.
• Consistently demonstrate proficiency in providing exemplary customer service in person and by telephone; actively listen to customers and maintain a friendly, positive and professional attitude; resolve difficult situations with tact and diplomacy; look for creative ways to make customers feel appreciated and special.
• Open new accounts and perform account maintenance requests.
• Actively take advantage of all sales opportunities, cross‑selling bank products and services to new and existing customers; ensure recommended products meet customers’ needs.
• Actively participate in STEP program; attend appropriate sales and STEP training; utilize STEP program initiatives; work with manager to set STEP goals and make every effort to reach targeted goals; make referrals to other business units for traditional and non‑traditional banking products and services.
• Participate in sales programs to generate new customers.
• Arrange daily work plans to handle customer flow and bank processing requirements, provide customer service and meet bank record‑keeping requirements.
• Acquire and maintain knowledge of all bank products and services.
• Attend all required training.

• Assist others in the department/facility as needed and/or directed.
• May be assigned vault and/or ATM balancing responsibilities.
• May be assigned new account responsibilities.
• May be assigned other duties and responsibilities.
• May be assigned work or training at other assigned locations.