Bank Customer Account Representative

Title: Customer Account Representative
Department: New Accounts
Reports to: Director of Customer Service/Branch Manager/President
FLSA: Salaried Non-Exempt
Summary:
Responsible for processing all new account transactions by assisting customers in their selection of various accounts and financial services, and cross-selling the Bank’s products and services.

Job Skills:
Customer Service Skills: Demonstrates professionalism and empathy in customer interactions from both internal and external customers
Adaptability: Has the ability to learn and adapt quickly to new information and technology and can effectively relay those changes to the team
Teamwork: Strives to build strong working relationships with those on their team as well as cross-functional relationships
Flexibility: Capable of handling multiple demands and can readily shift priorities
Influence: Possess the capacity to be aware of, control, and express emotions, and to handle interpersonal relationships judiciously and empathetically
Agility: Able to process information and move quickly through problem resolution
Communication Skills: Comfortable and confident proactively engaging with and in conversation with different audiences

Specific Job Functions:
o Enhance customer experience and the reputation of the Bank by warmly and sincerely greeting, engaging, and developing relationships with retail partners and customers
o Provides efficient and courteous customer service, cross-marketing products and services to generate new business for the financial institution when appropriate.
o Opens and maintains accounts offered by the financial institution.
o Prepares and maintains account paperwork, including signature cards, check orders, transfers and service charges.
o Keep up-to-date on Peoples Bank product knowledge and be able to explain in detail all bank products and services available to the customers
o Responsible for collecting information and filing debit card disputes
o Update and process all documents pertaining to new and existing accounts
o Initiate debit card orders and perform data entry for card maintenance
o Process documentation and perform data entry for closed, lost, stolen or destroyed debit cards
o Follow established processes and guidelines in daily activities and adhere to all applicable laws and regulations.
o Conduct and process wire transfers and wire agreements
o Ensure customers walk away educated about account benefits
o Answer telephones and transfer calls to the appropriate person
o Process check orders
o Escalate customer issues to the appropriate staff and management for resolution as needed
o Represent the bank in a professional manner during and outside of office hours
o Demonstrate flexibility to perform every other duty as assigned

Basic Qualifications:
o Good oral and written communication skills, as well as good product marketing skills
o Must be motivated, dependable and responsible
o Must be approachable and present a positive attitude
o Must be a self-starter and able to work independently possessing good effective time management skills and ability to organize and prioritize
o Highly reliable with the ability to maintain regular attendance and punctuality
o Sensitivity to confidential information is required
o Aptitude for conflict resolution and problem solving
o Ability to learn new systems quickly and effectively

Education and Experience:
o High School Diploma or equivalent
o Relevant experience in banking or financial services a plus
o Prior related office experience preferred

Physical Requirements:
o Prolonged periods of sitting at a desk and working on a computer
o Must be able to lift up to 15 pounds
o Able to hear average or normal conversations and receive ordinary information
o Use of hands to make small movements such as typing and picking up small objects
o Visual acuity necessary to prepare or inspect documents or products or open machinery

Personal Hygiene:
o Position requires candidate to present themselves in a professional manner, with respect to clothing, personal hygiene and appearance. These standards commensurate with our organizations practices of appropriate business conduct and professionalism.

Other Duties:
o This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.