Customer Service Representative II (Bay City)

THUMB BANK & TRUST • Monitor Township, MI

4d • Onsite

About The Position

The Customer Service Representative II is the face of Thumb Bank & Trust. In addition to providing exceptional service to our customers every day, the Customer Service Representative II is responsible for accurately processing customer transactions and maintaining proper cash management and balancing procedures as well as establishing, managing, and maintaining individual, business, trust, estate, and custodian accounts. This position also develops and maintains relationships with other departments within the bank and works cohesively to provide the customer with a wide range of financial products.

Requirements

• Ability to maintain confidential information.
• 1 year of previous customer service experience at a financial institution required.
• Ability to have meaningful financial conversations with customers during all interactions.
• Present a professional image and communicate in a courteous, positive, and professional manner.
• Ability to actively listen and respond promptly to customer needs, follow through and resolve issues in a pleasant and helpful manner.
• Good mathematical aptitude to facilitate daily balancing.
• Strong attention to detail with ability to handle competing demands while processing transactions efficiently and accurately.
• Ability to remain composed under pressure, problem solve and defuse tensions to provide solutions to customer issues.
• Excellent communication skills, both verbal and written.
• Pleasant and approachable disposition.
• Ability to multitask, self-organize, and self-monitor follow up.
• Proficient in general computer skills and Microsoft Office (Word, Excel, and Outlook)
• Ability to lift or move up to 50 lbs.
• Available to work branch hours, including weekends.

Responsibilities

• Confidently completes all Customer Service Representative I Duties and Responsibilities.
• Identify the customer’s financial needs then cross-sell appropriate products and services and/or refer them to the appropriate department for additional assistance.
• Open and close deposit accounts and set up related products & services such as online access, ordering of debit cards and checks.
• Place outbound calls to new account customers within 5 days of opening accounts.
• Confidently open and maintain personal, business, IRA, trust, estate, conservator & guardianship accounts.
• Proactively place outbound sales calls to inform customers of the wide variety of financial services and solutions offered to meet their needs. Shows the ability to identify and capitalize on opportunities to promote new banking services and products.
• Assist with completing monthly cash audits.
• Assist with managing “cash items” drawer and balance branch ATM.
• Assist with training new staff and provide on-going guidance when questions arise.
• Assist customers with transaction services and provide solutions in a friendly and efficient manner.
• Encourage and cultivate a positive and efficient work environment by example.
• Greet and support Thumb Bank & Trust customers promptly and in a courteous manner via email, phone and in-person while complying with bank procedures and security protocols.
• Maintain a positive and professional attitude while building long term customer relationships.
• Work as a team with co-workers to complete daily tasks, demonstrating respect and professionalism, being prompt, and supporting management with special requests as needed.
• Identify and capitalize on opportunities to promote new banking services and products.
• Perform advanced branch operational tasks as needed to ensure compliance with bank policies and procedures. Tasks include but are not limited to ensuring bank premises are secure, complex customer service requests, vault management, ATM is clean and free of illegal devices, and night deposit is properly supplied with envelopes.
• Assist the Branch Manager with the daily operations of the customer service function, staff schedules, and issue resolution for escalated customer concerns.
• Maintain advanced knowledge of all Thumb Bank & Trust products and services to not only assist customers but to provide guidance to customer service staff.
• Properly refer to other staff when more complex requests arise.
• Comply with all financial institution policies and procedures, state and local laws and regulations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed