New Accounts - Customer Service Representative II

RCB Bank•Vinita, OK

24d•Onsite

About The Position

At RCB Bank, we believe that every role within our organization plays a critical part in delivering exceptional service to our customers and communities. The jobs we offer reflect our commitment to building strong, meaningful relationships and maintaining the highest standards of integrity, professionalism, and customer care. We are dedicated to fostering a culture where every team member understands their purpose and impact on our mission to serve the financial needs of our customers while contributing to the economic vitality of the communities we call home. RCB Bank is committed to creating an outstanding experience for our customers in every single interaction, and we desire to differentiate RCB Bank from the competition through exceptional standards of service. All employees, whether in person, on the phone, through email, or online are expected to conduct themselves with the utmost level of professionalism and customer service while adhering to the RCB Bank standards of service: Integrity, Reputation, Professional, Empowered, Welcome, Ownership, Action, Responsive, Relational, and Excel. What we’re looking for: Someone to serve as a senior member of the branch team, responsible for providing high-level customer service and account support. In addition to performing all CSR I functions, someone to handle more complex customer scenarios, including advanced account types (e.g., Trusts, IRAs, POAs) CDARS processing, and accounts involving complex beneficial ownership structures. Someone to work closely with loan officers and trust representatives to ensure seamless account setup and servicing for new loan and trust customers. Someone to play a key role in mentoring and training new CSR staff and supporting branch operations by assisting in clearing account-related exceptions. In addition to traditional CSR responsibilities, someone to serve as a key line of defense in fraud detection and prevention at the new accounts desk. Someone who can maintain strict adherence to procedural, regulatory, and documentation standards to safeguard the Bank, reduce risk, and ensure the accuracy and compliance of all account related records. What would make you a great fit: You have strong customer service and interpersonal and communication skills. You possess knowledge of bank products, services, and regulatory requirements. You enjoy working in a fast-paced work environment and managing multiple tasks/projects and deadlines simultaneously. You enjoy mentoring/guiding less experienced staff and want to see them succeed in their goals. You care about your community and have a desire to be involved. What you’ll do: Deliver exceptional service while opening and servicing personal and business deposit accounts, executing all CIP requirements and adhering to all applicable laws and regulations. Serve as the branch expert in advanced account scenarios, including but not limited to Vocable and irrevocable trust accounts, and individual retirement accounts with complex maintenance needs, power of attorney accounts, and accounts with multiple or complex beneficial ownership structures. Work with customers to resolve questions and concerns, escalating to appropriate supervisor or department, as necessary. Assist CSR I with complex and higher-level new account and maintenance requests; act as a resource for other CSRs by answering questions and coaching on best practices. Review account information, identification, documentation, and customer-presented materials to identify inconsistencies, high-risk indicators, or potential fraud; follow established procedures for escalating suspicious behavior, questionable documentation, or unusual activity. Ensure compliance with fraud-mitigation practices, including signature verification, new account screening tools, and established verification protocols.

Requirements

High school diploma or GED
Minimum two (2) years of proven customer service experience

Nice To Haves

Minimum three (3) years of experience in banking, including previous experience as a CSR or personal banker
Experience with CDARS or similar deposit placement services
Leadership or mentoring experience

Responsibilities

Deliver exceptional service while opening and servicing personal and business deposit accounts, executing all CIP requirements and adhering to all applicable laws and regulations.
Serve as the branch expert in advanced account scenarios, including but not limited to Vocable and irrevocable trust accounts, and individual retirement accounts with complex maintenance needs, power of attorney accounts, and accounts with multiple or complex beneficial ownership structures.
Work with customers to resolve questions and concerns, escalating to appropriate supervisor or department, as necessary.
Assist CSR I with complex and higher-level new account and maintenance requests; act as a resource for other CSRs by answering questions and coaching on best practices.
Review account information, identification, documentation, and customer-presented materials to identify inconsistencies, high-risk indicators, or potential fraud; follow established procedures for escalating suspicious behavior, questionable documentation, or unusual activity.
Ensure compliance with fraud-mitigation practices, including signature verification, new account screening tools, and established verification protocols.