Client Services Representative

Availa Bank•Carroll, IA

14h

About The Position

The Client Services Representative assists customers and employees with bank-service requests by phone and email, balances accounts, reviews reports, and researches and resolves internet and telephone banking issues. The role also handles high-risk services, including Business Online Banking, Wire Transfer Origination, ACH File Origination, and Remote Deposit Capture. The position follows a five-week schedule rotation: Week 1, 7:30 a.m.–4:00 p.m.; Week 2, 8:00 a.m.–5:00 p.m.; Week 3, 8:00 a.m.–5:00 p.m.; Week 4, 7:30 a.m.–4:00 p.m.; and Week 5, 8:00 a.m.–5:00 p.m. The representative must be able to work flexible hours and shifts.

Requirements

High school diploma or equivalent required.
Accounting or banking experience is encouraged.
Demonstrated typing proficiency with speed and accuracy; basic keyboarding skills required.
Exceptional oral, written, and interpersonal communication skills, including the ability to apply commonly understood knowledge, carry out instructions, instruct others, understand procedures, and write reports and correspondence.
Ability to multitask in a fast-paced environment.
Ability to understand computer and other equipment capabilities and limitations.
Exceptional organizational and time-management skills, with the ability to function well in a fast-paced environment.
Maintain a complete understanding of regulatory and compliance policies and procedures.
Exhibit patience, remain personable, and provide a positive experience.
Ability to work flexible hours and shifts.

Responsibilities

Correct daily rejects and exceptions for transactional accounts.
Forward business analytics email files to applicable customers.
Research and process daily returned checks, charging them back to customers as appropriate.
Print and mail notices, including overdraft, address-change, safe-deposit-box, loan-rate-change, and CD and IRA earnings notices or checks.
Review stop-payment and hold reports and determine appropriate next steps.
Complete time-sensitive departmental reports, including the Duplicate Report, Security Access Exceptions Report, Shazam Report, and TCM Institution Summary Report.
Assist employees with accidental lockouts of bank programs.
Verify and process incoming and outgoing wires.
Support customers using Treasury Management Services, including ACH, wires, Remote Deposit Capture, setup, deletions, and annual reviews.
Raise limits or restrict access for mobile deposits.
Process International Travel Exception requests for debit cards.
Process check adjustments.
Use experience-based knowledge to guide employees in other departments on bank services and procedures.
Research and process debit-card and account-fraud claims in accordance with established regulations and procedures.
Scan documents at the end of each business day and send them to Deposit Operations for indexing.
Process Social Security reclamations.
Perform rotating weekly duties, including Early Warning Input, E-Statement Type Code changes, and checking for merchant credits related to debit-card fraud.
Perform rotating monthly duties, including deleting inactive Bill Pay users, changing T-Bill information in Precision, researching missing email notifications, processing and paying Interest on Lawyer Trust Accounts and Real Estate Interest, and creating the next month’s ACH Calendar and Business ACH returns spreadsheet.