Customer Service Representative II

First National Bank Of Bastrop•Bastrop, TX

About The Position

The Customer Service Representative II is a banker role focused on customer relationships and service. The position performs daily teller operations, account maintenance, and new account origination, and uses the Community Banking Relationship Model to help achieve deposit growth. The role also supports customers with banking products and services, develops cross-sell opportunities, and makes referrals when appropriate. The representative handles cash, check, deposit, payment, and account transactions; opens and maintains deposit accounts; helps customers with digital banking and debit-card needs; and performs related operational, security, and compliance duties. The role requires protecting confidential customer information, following bank policies and regulatory procedures, and maintaining knowledge of Bank Secrecy Act requirements. The employee is expected to produce accurate, timely work, collaborate with colleagues, attend punctually, and continue developing banking knowledge through training and self-study.

Requirements

High school diploma or equivalent.
One year of new accounts or teller experience.
Excellent customer service skills and good judgment on customer service issues.
Proficiency with computers and Microsoft Office software.
Excellent listening ability and verbal communication skills.
Ability to read, comprehend, and follow written procedures and regulations.
Strong attention to detail, with a focus on accuracy and quality of work.
Strong organizational skills and ability to balance multiple tasks while handling frequent interruptions.
Basic math skills.
Ability to take initiative and maintain flexibility.
General knowledge of internet banking, ACH, and debit-card fraud and disputes.
General knowledge of loan department functions.

Nice To Haves

Fluency in English and Spanish.

Responsibilities

Cash checks and disburse funds after verifying signatures and available funds; review checks for endorsements, dates, identification, bank names, and legality.
Accept and verify deposits, follow funds-availability and large-cash regulations, and accept loan payments.
Prepare and issue cashier’s checks and money orders; record transactions involving them.
Prepare commercial customer change orders, assist customers redeeming savings bonds, and process night and mail deposits.
Verify customer account balances and transactions; fulfill debit-related requests such as closing accounts or ordering checks.
Balance the cash drawer or cash recycler at the end of the day, balance ATMs, and support the ABM monthly audit.
Maintain the TCR, check scanner, and coin counter; participate in dual-control functions and follow bank operations and security procedures.
Complete debit-card and Card@Once training to print customer debit cards; stay informed about fraud trends through communications and training.
Protect confidential information and support customer awareness of online and mobile banking.
Identify customer needs, explain relevant bank services, obtain consent, respond to inquiries, develop cross-sell opportunities, and make appropriate referrals.
Open checking, savings, and time-deposit accounts and explain available options and programs.
Review legal documents involved in opening accounts, including beneficiary ownership, powers of attorney, trusts, wills, and death documentation; seek supervisory or legal guidance when necessary.
Renew time deposits, process withdrawals and additions, and scan account documents into the imaging system.
Provide access to safe deposit boxes after verifying identity and authority; prepare temporary checks and provide notary services.
Assist with stop payments, automatic transfers, overdraft protection, balance and transaction inquiries, account balancing, document photocopying, and account-data changes.
Explain transaction policies and procedures to customers and complete wire-transfer training to accept customer wire-transfer requests.
Develop customer relationships using the Customer Relationship Discovery tool and Relationship Onboarding 2x2x2.
Assist with assigned departmental duties, including reviewing transactions, balancing money orders, preparing reports, and training other customer service representatives as needed.
Serve as vault or coin-sorter teller as needed; sell money to other tellers, buy in cash, and balance.
Maintain and balance ATM machines and perform TCR, check scanner, and coin counter maintenance.
Maintain knowledge of Bank Secrecy Act regulations and other applicable regulatory, security, and bank policies and procedures.
Produce quality work within deadlines, work independently and collaboratively, communicate and coordinate work efforts, and represent the Bank in the community.
Maintain continuing education in banking policies, procedures, and regulations; attend punctually and wear appropriate attire.

Benefits

Paid time off
Paid parental leave
Paid volunteer time
Employee Stock Ownership Plan with 401(k) provisions and match
Up to $850 match on a Health Savings Account, with a qualifying medical plan
Life, AD&D, and LTD insurance
Tuition reimbursement
Optional medical insurance
Optional dental insurance
Optional vision insurance
Optional supplemental coverages, including short-term disability, cancer, critical illness, and accident coverage
Medical Spending Accounts
Flexible Spending Account (FSA)
Health Savings Account (HSA)
Dependent Care FSA