Customer Service Representative

Peoples National Bank of Kewanee is a long-time financial institution in Kewanee, Illinois. We opened our doors on March 1st 1928, and have been serving our communities for over 95 years. We have two branches in Kewanee, IL, and eight additional branches in Annawan, Bradford, Dwight, Manlius, Reynolds, Sheffield, Seneca, and Tampico IL. Our Full-Time employees enjoy many amazing benefits including, but not limited to:

• Medical, Dental, and Vision Insurance options
• Life, Cancer, Accident, Critical Illness Insurance
• Flex Spending Account
• Vacation Time, Sick Pay, and Flex Time
• Discounted Gym Membership
• Profit Sharing Plan/401K

Key Responsibilities: 

• Account Services: They assist clients with opening, managing, and closing checking, savings, IRA’s and other accounts. This includes facilitating fund transfers, helping set up direct deposits, ordering checks, handling stop payments, and wires. 
• Regulatory Compliance: Ensuring that all procedures follow current banking regulations and internal policies is critical.  Customer Service Representative assists in compliance initiatives, such as Know Your Customer (KYC) and Anti-Money Laundering (AML) protocols.

Typical Duties:

•  Welcome customers in person, by phone, or via digital channels, ensuring warm and professional interactions.
•  Assess customer needs through thoughtful questioning and active listening.
•  Open new accounts, explain bank products, and process all necessary documentation.
•  Assist with safe deposit box rentals and access.
•  Input and update customer information, ensuring data accuracy and confidentiality.
•  Follow up with customers regarding product applications, document submissions, or unresolved issues. 
•  Back up teller when needed along with a Saturday rotation. 

Required Skills and Competencies: 

• Customer Service Excellence: Customer Service Representatives must consistently demonstrate patience, empathy, and professionalism, focusing on building trust and rapport.
• Problem-Solving: Creative and effective resolution of customer issues is critical, requiring both initiative and resourcefulness.
• Attention to Detail: Accuracy in handling transactions, maintaining records, and adhering to compliance standards protects both customers and the institution.
• Communication Skills: Clear, concise communication—both verbal and written—is needed for explaining products, services, and policies to diverse audiences.
• Technological Proficiency: Familiarity with banking software, digital platforms, and general office applications is increasingly important as digital banking evolves.
• Teamwork: Customer Service Representatives frequently collaborate with Lenders, and other specialists to meet customer needs and branch goals.

• Prior experience in customer service or retail banking is highly valued.
• On-the-job training is provided.