Teller/CSR

Under general supervision, but in line with established policies and procedures, may work as a teller or customer service representative in a branch. Provides a variety of customer service functions, such as opening or processing accounts either on the teller line or in an office setting. Cross sells services in either capacity, but as a teller you are responsible for balancing each day’s transactions and verifying cash totals through Silverlake Teller, our in-house teller system. Work may be performed in an office setting, an inside teller window or a drive-in or walk-up window. May at times assist with balancing the daily activities and totals of the branch.

PRINCIPAL RESPONSIBILITIES & DUTIES

Duties as a CSR (Customer Service Representative)

• Represents the bank to the customer in a courteous, professional manner, and provides prompt, efficient and accurate service.
• May open new accounts, prepare paperwork, and upload information.
• Order checks, as necessary.
• Prepare debit cards. 
• Actively cross-sell the bank’s services in a professional manner.
• Answer questions and solve problems for customers and branch staff concerning all services provided by the bank by listening to problems, collecting data, securing answers, and reporting results to the inquiring party.
• Has various duties such as safe deposit box entry or inventories, redemption of bonds, telephone transfers, etc.
• May, at times, handle customer service functions for other departments (i.e., resetting electronic banking passwords).
• Complies with and adheres to AML/CFT (BSA) to include CIP, CDD, EDD, CTR and SAR, as well as numerous other bank policies, procedures, rules, and regulations.
• Performs other duties as specifically assigned by immediate supervisor.

Duties as a Teller:

• Represents the bank to the customer in a courteous, professional manner, and provides prompt, efficient and accurate service.
• Receives checks and cash for deposit to savings and checking accounts, verifies deposit amounts, examines checks for endorsement and negotiability, and separates and/or scans work to be sent to processing.
• Cashes checks and pays money from checking and savings accounts upon verification of signatures and customer account balances. Inspects all checks, bonds, money orders, cashier’s checks, and so forth to determine their negotiability.
• Ensures that proper holds are placed on items, as necessary.
• Handles transactions such as processing Visa/MasterCard transactions and issuing cashiers checks or money orders.  
• Cross-sells bank services, explaining various types of accounts and certificates. Suggests the use of safe deposit boxes, ATM, On-Line Banking, Mobile Banking, Card Valet, Remote Capture, etc.
• Receives payments on consumer and mortgage loans and ensures that these payments are applied to the proper accounts.
• Balances teller window and verifies teller cash through Silverlake Teller, our in-house teller system, at the end of the day.
• May at times assist with balancing branch activities and performing branch end-of-day.
• Complies with and adheres to AML/CFT (BSA) to include CIP, CDD, EDD, CTR and SAR, Sanctions Risk Monitoring Program (OFAC) & Reg CC Policies & Procedures, as well as numerous other bank policies, procedures, rules and regulations.
• Performs other related duties as specifically assigned by immediate supervisor or other management personnel.

SKILLS & ABILITIES REQUIRED

• Two (2) years of teller, retail banking, or related financial institution customer services experience.
• Proper training as teller or CSR.
• A good working knowledge of the operation of computers.
• People skills to represent the bank positively in dealing with customer/teller transactions.

MINIMUM LEVEL OF PREPARATION & TRAINING NORMALLY REQUIRED

• A high school diploma or equivalent.
• Completion of training with Teller or CSR Trainer.
• A good knowledge of Silverlake system after training.
• Thorough understanding of products offered by the bank.
• Courses required through on-line training programs, BAI/KnowBe4
• Training in bank regulations to include AML/CFT (BSA) to include CIP, CDD, EDD, CTR and SAR, Sanctions Risk Monitoring Program (OFAC) & Reg CC Policies & Procedures, as well as other policies related to the teller function.

REPORTING RESPONSIBILITIES

• Will report to either an assigned Branch Manager/Supervisor or Head Teller depending on setup of branch.

WORKING CONDITIONS 

The environment is generally good, with little discomfort from noise, heat, dust, and other factors.

Hours may vary due to balancing window or branch work because of unusually heavy customer traffic.

Required to stand for extended periods of time when providing customer services.

Exposed to a potentially hazardous condition, i.e., robbery. Receives detailed instructions and procedures to be followed to minimize risk.