About this role
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.