Retail Services Representative

Description

General Responsibilities:

Responsible for performing a variety of duties to support the retail services function (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.

• Processes Internet banking and ATM/Debit Card/Business Debit Card applications; ensures proper account maintenance, balancing, G/L entries, status changes, address changes; researches disputes and card problems.
• Assists with all aspects of ATM, Debit Card, Business Debit Card, Internet banking, 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; backs 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 forwards calls to the proper individual or Bank department.
• Receives and directs incoming telephone calls; 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 maximize the Bank’s relationship with customers; informs callers of products and services; refers customers to appropriate personnel.
• Coordinates specific work tasks with other personnel within the department and with other departments to ensure smooth and efficient flow of information.
• Abides by current laws and organizational policies and procedures designed to promote a harassment‑free environment.
• Cooperates with internal policies, procedures, and practices to support risk management and compliance with CRA, BSA, ECA, etc.
• Reports pertinent information to the immediate supervisor as requested or according to an established schedule; compiles information as directed and provides data to appropriate Bank personnel.
• Responds to inquiries relating to his/her area or requests from customers, other Bank personnel, etc., within given time frames and established policy.

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

2nd level, Corporate Headquarters
1271 Indian Springs Rd.
Indiana, PA 15701

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

• 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.