Customer Service Representative I

SUMMARY:

The Customer Service Representative I is the face of Thumb Bank & Trust. In addition to providing exceptional service to our customers every day, the Customer Service Representative I is responsible for accurately processing transactions and maintaining proper cash management and balancing procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Greet and support Thumb Bank & Trust customers promptly and in a courteous manner via email, phone and in-person while complying with bank procedures and security protocols. 2. Assist customers with transaction services and provide solutions in a friendly and efficient manner. 3. Maintain a positive and professional attitude while building long term customer relationships. 4. Accurately process various financial transactions including cash, checks, withdrawals, deposits and loan payments, issue receipts, and record transactions in the system. 5. Disburse funds after verifying signatures and sufficiency of funds to support withdrawal. 6. Maintain adequate cash drawer, conduct daily proof, balance cash on hand, ensure transactions and negotiable items prove to the figures on record in the system. 7. Evaluate checks to verify endorsements, dates, identification of persons receiving payments, bank names, and overall legality of the documents. 8. Answer incoming calls in a professional manner, assist with customer service-related inquiries and provide follow-up calls as needed or transfer calls to the appropriate department. 9. Introduce customers to new, more efficient ways of banking like mobile, online, and ATMs. 10. Assist customers with debit card activations. 11. Assist customers with setting up and resetting online access. 12. Process customer check orders and re-orders. 13. Process debit card orders and debit card limit increases. 14. Work as a team with co-workers to complete daily tasks, demonstrating respect and professionalism, being prompt, and supporting management with special requests as needed. 15. Identify and capitalize on opportunities to promote new banking services and products. 16. Assist with balancing the branch ATM as well as ensuring ATM is functioning properly. 17. Assist with vault management such as verifying deposits, counting currency and balancing. 18. Properly refer to other staff when more complex requests arise. 19. Comply with all financial institution policies and procedures, state and local laws and regulations. 20. Willingness to participate in community events. 21. Additional duties as assigned.

REQUIRED SKILLS

In order to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. Ability to maintain confidential information. 2. Previous banking experience preferred. 3. Experience providing customer service and high volumes of cash handling preferred. 4. Present a professional image and communicate in a courteous, positive, and professional manner. 5. Ability to actively listen and respond promptly to customer needs, follow through and resolve issues in a pleasant and helpful manner. 6. Good mathematical aptitude to facilitate daily balancing. 7. Strong attention to detail with ability to handle competing demands while processing transactions efficiently and accurately. 8. Ability to remain composed under pressure, problem solve and defuse tensions to provide solutions to customer issues. 9. Excellent communication skills, both verbal and written. 10. Pleasant and approachable disposition. 11. Ability to multitask, self-organize, and self-monitor follow up. 12. Proficient in general computer skills and Microsoft Office (Word, Excel, and Outlook) 13. Ability to lift or move up to 50 lbs. 14. Available to work branch hours, including weekends