Customer Service Representative​/Operations

Customer Service Representative – Operations

Location:

Elkton, SD (on site)

Grade:
Full-Time;
Non-Exempt

Core

Schedule:

Monday-Friday

As a key member of our frontline team, the Customer Service Representative – Operations role is responsible for delivering exceptional customer service, performing routine banking transactions, and supporting a variety of operational functions. This position requires strong attention to detail, strict adherence to banking regulations, and a commitment to maintaining the confidentiality of customer information. As the first point of contact for many customers, this position plays a vital role in ensuring the smooth daily operations of the bank and upholding our community-focused values.

The responsibilities listed below represent an overview of the position; additional duties may be assigned as business needs evolve.

• Provide friendly and professional service to all customers, addressing their banking needs and resolving any issues
• Proactively identify customer needs and promote bank products and services, referring customer to appropriate department.
• Build relationships with customers to foster loyalty and promote the bank's community-focused values.
• Process customer transactions accurately, including deposits, withdrawals, loan payments, and check cashing.
• Balance cash drawer at the end of each shift, ensuring discrepancies are reported and corrected.
• Issue cashier's checks, money orders, and other financial services.
• Answer customer inquiries regarding account balances, deposits, interest rates, account fees, and other banking products.
• Assist customers with the use of ATMs, digital banking, and online services.
• Process checks and deposits, ensuring accuracy and timely processing of all transactions.
• Provide debit card services, including resolving customer disputes, troubleshooting, issuing new/replacement cards, and general card maintenance.
• Import data processing files from various software programs into the core banking system, ensuring accuracy and integrity of data.
• Assist with account maintenance tasks such as updating customer information, processing stop payments, and handling debit card issues.
• Perform wire transfers, ACH processing, and other electronic banking transactions.
• Support other various operational tasks as needed.
• Ensure confidentiality in all transactions.

• Ensure all activities comply with federal and state regulations, including Truth in Lending Act (TILA), Real Estate Settlement Procedures Act (RESPA), Equal Credit Opportunity Act (ECOA), and other applicable lending laws as needed in role.
• Adhere to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), and Customer Identification Program (CIP) requirements as needed.
• Maintain confidentiality of customer information and follow all privacy and security guidelines.
• Follow internal policies, procedures, and secondary market guidelines for loan processing and documentation.

Communication:
Demonstrates effective verbal and written communication skills.

Relationship Building:
Works collaboratively across departments and fosters strong relationships with staff, customers, and vendors.

Customer Focus:
Provides exceptional customer service.

Teamwork:
Thrives in a collaborative environment and contributes to team success. Able to work effectively within a small team or with external partners.

Planning and Organization:
Applies solid problem-solving and decision-making skills while completing tasks accurately. Prioritizes work and adapts to shifting demands with minimal supervision.

Adaptability:
Embraces change by incorporating new ideas, processes, and procedures while maintaining a positive attitude.

Accountability:
Assumes responsibility for tasks, makes independent decisions, and demonstrates reliability.

Critical Thinking:
Identifies problems, evaluates information for accuracy and relevance, and uses sound judgment to develop and recommend solutions.

Technology:
Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) for administrative and reporting tasks.

Attendance:
Ability to maintain regular attendance and be punctual is required…