The Branch Services Representative provides a comprehensive banking experience by performing teller transactions and assisting customers with account opening, maintenance, and other banking needs. This position delivers exceptional customer service, identifies opportunities to recommend appropriate bank products and services, and supports the growth and retention of customer relationships. This position follows established policies and procedures, maintains accurate transactions and records, and demonstrates sound risk management practices.
Primary Duties/Responsibilities:
Accurately process customer transactions, including deposits, withdrawals, transfers, check cashing, and loan payments. Balance assigned cash drawer(s), investigate and promptly report discrepancies, and follow established cash-handling and balancing procedures. Open, close, revise, and maintain checking, savings, time deposit, IRA, and safe deposit box accounts in accordance with established procedures. Collect, verify, and maintain required customer identification, account-opening documentation, and related records in accordance with bank policy and applicable requirements. Identify customer needs and recommend appropriate banking products and services to support relationship growth, retention, cross-selling, and referral goals. Assist customers with debit and other card services, online banking enrollment and functionality, and general banking inquiries. Provide notary services in accordance with applicable requirements and bank procedures. Process payments for lockbox clients and complete related documentation, balancing, and reporting responsibilities. Respond to telephone inquiries, prepare correspondence, and provide timely follow-up on customer requests. Complete required reports and maintain accurate customer records, transaction documentation, and account information. Protect customer information and maintain confidentiality, professionalism, and sound judgment in all interactions. Follow established policies, procedures, and regulatory requirements, including applicable customer identification, BSA/AML, OFAC, fraud prevention, transaction security, cash-handling, and robbery-awareness procedures. Verify transactions, follow applicable dual-control and internal-control requirements, and promptly escalate unusual activity, suspected fraud, or other concerns. Collaborate with team members to support daily operations, provide consistent customer service, and achieve branch and departmental goals. Perform other duties as assigned.
Qualifications:
Strong customer service, communication, and interpersonal skills. Ability to accurately process financial transactions and maintain attention to detail. Ability to identify customer needs, explain banking products and services, and make appropriate recommendations and referrals. Strong problem-solving, organization, and time-management skills. Ability to maintain confidentiality and exercise sound judgment when handling sensitive financial information. Ability to follow established procedures, comply with regulatory requirements, and recognize and escalate potential fraud or suspicious activity. Proficiency with computers and the ability to learn banking systems and related technology. Ability to work collaboratively while managing competing priorities in a customer-facing environment. This is a Full-Time Position Hilltop Bank is an EEO Employer No established salary range
