Customer Service Representative - Main St. Branch, Nacogdoches

COMMERCIAL BANK OF TEXAS

Recognizes and meets customer expectations of service and professionalism and creates a high level of customer satisfaction and trust.

Receives, researches, resolves and promptly responds in person, by telephone, and electronically to customer inquires and requests with regard to a variety of checking, savings, investment and credit account services including; account status, account balances, pay off amounts, stop payments, temporary holds, address and phone number changes, monetary transfers, funds availability, NSF returns, and statement requests.

May function as Teller Supervisor and assist in on-the-job training and orientation of other tellers. Performs auditing, reporting, and performance tracking. Also making sure that CBTx Teller policies are being followed at all times by CBTx personal.

• Listens carefully to customer requests, comments or complaints and responds appropriately in accordance with CBTx procedures.
• Learn Post Office duties.
• Listens carefully to customer requests, comments or complaints and responds appropriately in accordance with CBTx procedures.
• Is responsible for comprehensive, prompt and efficient customer transactions.
• May approve loans according to lending policy within lending limits, and may upstream loans for approval for policy or lending authority exceptions. May also approve NSF in accordance with CBTx policy and procedures.
• May open all types of CBTx personal or commercial accounts while obtaining all necessary customer documentation. Identifies customer needs and makes referrals to appropriate CBTx deposit, loan, trust and insurance specialists.
• Cross-markets and promotes other CBTx products and services such as loans, IRA's, certificates of deposit, and safe deposit boxes.
• Evaluates customer needs through the use of open questions and refers customers to the appropriate CBTx financial specialist when appropriate.
• Receives checks and cash for deposits to accounts, verifies amounts, examines checks for proper endorsement, and enters transactions into computer records.
• Cashes checks and processes withdrawals; pays out money after verification of signatures and customer balances. Processes utility payments, making sure that procedures are being followed and items are deposited into the correct accounts.
• Receives mortgage, consumer loan and other payments, inspects negotiable instruments and cash offered for payment and ensures the payments match balances due, enters payments received into CBTx computer records and generates customer receipts.
• Processes incoming and outgoing collection items, noting due dates and expiration dates and following CBTx policy.
• Provides guidance to CSR-1's and CSR-2's as to proper use of DCI Teller, iCore features and functions, night depository contracts, and interpretation of CBTx policies and procedures.
• Sells travel cards, gift cards, cashier's checks, and money orders and may redeem or sell US. Government Savings Bonds.
• Place holds on deposit accounts for the delayed availability (Reg CC: uncollected funds) in accordance with CBTx procedures.
• Balances cash drawer at the end of the shift and compares totaled amount to electronic journal on DCI. Scans images of items validated by the DCI Teller system and balances files through out the day by using the Branch Capture system. Reports any discrepancies to the supervisor as necessary.
• May balance and load assigned ATM's when necessary.
• May orders/Sells money internally or externally in compliance with CBTx procedures. When selling externally (to other branches, ATM's or to the Federal Reserve) making sure that proper dual control procedures and policies in regards to cash limits are being followed.
• Oversees teller activities, making sure dual control is in place at all times, especially when entering / exiting bank for opening and closing, vault or areas where cash is bought and sold, night drop areas where lock bags may be opened, worked and placed for storage until picked up by customer.
• Oversees all vaults making sure that there is no safekeeping for any customer or employee. There absolutely should be no personal belongings or items that are not used in the daily function / operation of the bank being stored in the vault.
• Responsible for the updating of all night depository contracts…