Customer Service Representative

BTC Bank•Chillicothe, MO

3h•Onsite

About The Position

BTC Bank is a community bank rooted in personal customer service and community support. The Customer Service Representative responds to customer inquiries by telephone and in person and handles a broad range of account requests, research, records, payments, and card-related tasks. The role is based at BTC Bank locations in Chillicothe, Missouri, and is scheduled for 40 hours per week, including a Saturday rotation. The representative also provides backup coverage for the receptionist, ATM/debit card coordinator, and safe deposit vault attendant, and performs other duties as assigned.

Requirements

High school diploma or equivalent.
Excellent verbal and written communication skills, including the ability to communicate effectively with internal and external customers.
Proficiency with Microsoft Office, including Word, Excel, and Outlook.
Ability to work under pressure and meet deadlines while maintaining a positive attitude and providing exemplary customer service.
Ability to work independently and complete assignments within provided instructions, prescribed routines, and standard accepted practices.
Ability to perform essential job functions safely and successfully, including meeting qualitative and/or quantitative productivity standards.
Ability to maintain regular, punctual attendance.
Ability to communicate clearly and effectively.
Physical ability to perform manual tasks, lift files, open filing cabinets, and bend, stoop, or stand as necessary.

Nice To Haves

Previous cash handling experience.

Responsibilities

Respond to customer inquiries by telephone and in face-to-face meetings.
Assist with routine account requests, including funds transfers, automatic funds transfers, stop payments, deposit products and service charges, ATM and debit card usage and limits, checking and savings transactions, funds availability, and third-party check verification.
Research and resolve customer problems, coordinating with other bank departments as needed.
Research electronic funds transfer questions and initiate Regulation E disputes when appropriate, completing necessary documents and affidavits.
Cross-sell bank products and services based on customer needs and program standards.
Refer service-charge rebate requests to the assistant vice president and vice president of operations and process the necessary rebate paperwork.
Verify information on ATM/debit card applications against customer database records and send exceptions to personal banking counselors for correction.
Update system messages regarding ATM/debit cards and service-charge rebates.
Balance customer checkbooks and conduct customer-requested research, including printing statement and check copies.
Input, maintain, and delete ATM and debit cards in the system.
Transfer funds to cover customer overdrafts as directed by bank operations and notify the research and adjustment coordinator of customer-reported adjustments.
Notify customers when check orders or debit cards are ready for pickup and distribute and log hold statements and check orders held by the bank.
Provide backup coverage for the receptionist, ATM/debit card coordinator, and safe deposit vault attendant.
Escort appropriate bank personnel into the vault and maintain dual control for safekeeping access and official check and ATM card requisition.
Monitor the bad-address report, attempt to locate customers, and obtain updated information.
Assist the operations processing specialist by verifying document-image accuracy.
Open, set timers for, and close the safe deposit vault using dual control.
Call external check-printing companies to verify customer information.
Process lockbox payments, including preparing deposits and transmitting daily reports.
Contact customers to obtain required signatures on items with missing or irregular signatures.
Maintain files for currency transaction reports, customer safekeeping receipts, loan and trust collateral receipts, commercial resolutions, powers of attorney, court orders, levies, miscellaneous deposit documentation, and general correspondence.
Perform other duties as assigned.