Customer Service Representative; Teller

Description

Position: Customer Service Representative

Reports to: Branch Manager

FLSA Status: Hourly Non-Exempt

General Function:

Provide customer service to Bank customers and assist in operations. Handle customer transactions, cross‑selling of MCB products. Balance currency, coin, and checks in cash drawers at end of business day, and calculate daily transactions using computers, calculators, or adding machines. Assist Branch Manager with scheduling and problem resolution as needed.

• A. Be a primary contact for consumer banking, proactively learning about our customers and their needs, and providing a knowledgeable point of contact.
• B. Represent the Bank positively, courteously, and with the greatest concern for the customer’s interest.
• C. Be friendly. Smile when dealing with customers. Reserve personal concerns for personal time away from the Bank.
• D. Assist customers with opening, maintaining, and closing accounts. Recommend services that will meet the customer’s needs and increase MCB’s service base.
• E. Assist customers with questions and problems on checking and savings accounts. Locate appropriate information and help resolve concerns.
• F. Receive and handle or transfer calls to the Bank.
• G. Assist Deposit Operations with account research, resolution, and maintenance. Process return items and forms as necessary.

• A. Ensure that transactions, balancing, receiving cash, and other functions are performed with dual control and/or all proper authorization.
• B. 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.
• C. Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips.
• D. 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.
• E. 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.
• F. Prepare and verify cashier’s checks;
  Assist customers with access to lock boxes.
• G. Receive mortgage, loan, or other bill payments, verifying payment dates and amounts due.
• H. Process transactions such as funds transfers, term deposits, retirement savings plan contributions, automated teller transactions, night deposits, and mail deposits.
• I. Assist customers with access to lock boxes as needed.
• J. 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.
• K. Identify transaction mistakes when debits and credits do not balance.

• A. Explain, promote, or sell products or services such as money orders, and cashier's checks, using computerized information about customers to tailor recommendations.
• B. Cross‑sell bank products and services based on customer needs, in accordance with the bank’s program standards.
• C. Conduct call‑backs to external check printing companies to verify customer information.
• D. Direct customers to other Bank staff if necessary to facilitate interactions.

• A. Open, set timers, and close the safe deposit vault utilizing dual control.
• B. Conduct check verifications requested by third parties.
• C. Order currency for the vault for bank use, as directed.
• D. Clear the cash items as reported by the Operations department as directed.
• E. Coordinate ATM and night deposit balancing and maintenance as directed.

• A. Diligently protect confidential information, and assist the Bank in ensuring that all confidential and sensitive information is handled appropriately.
• B. 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.
• C. Communicate openly with supervisors and other management…