Service Representative II

Citizens Business Bank•Corona, CA

About The Position

Provides prompt, efficient, and friendly service to bank customers. Handles a variety of transactions, which may include check cashing; deposits and withdrawals; consumer, real estate, and commercial loan payments; money order and check sales; traveler's checks; and foreign currency exchange. Refers customers interested in additional products to the appropriate salesperson. The role may also involve merchant customers, cash shipments and deposits, and processing federal tax deposits for FICA wages. Follows established bank policies and procedures and supervisor direction. Performs customer service and administrative duties, including answering calls, greeting customers, taking messages, filing, entering check orders, processing deposits and payments, updating addresses, verifying checks, contacting customers about returned items, and handling requests such as stop payments and check reorders. Receives and processes deposits and loan payments, places holds on accounts as required by Regulation CC, and maintains the security of negotiable items. Processes incoming mail, courier, ATM, night-drop, Treasury tax, loan payment, signature card, and transfer transactions. Answers customer questions and looks for opportunities to promote other bank services. Must comply with applicable bank policies, procedures, and regulations and provide The Citizens Experience to internal and external customers. The role requires a high school diploma or GED and at least six months of service representative experience in a financial institution, or six months of cash-handling and customer-service experience. Work involves frequent standing, walking, hand use, reaching, and bending or kneeling; occasional sitting; and frequent lifting or moving of up to 25 pounds. The work environment typically has moderate noise.

Requirements

High school diploma or GED.
At least six months of experience as a service representative in a financial institution, or at least six months of cash-handling and customer-service experience.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence and present information effectively in one-on-one and small-group settings.
Ability to add and subtract two-digit numbers and multiply and divide with tens and hundreds.
Ability to follow detailed but uncomplicated written or oral instructions and address problems involving a few concrete variables in standardized situations.
Ability to meet the stated physical demands, including frequently lifting or moving up to 25 pounds, with reasonable accommodations as applicable.

Responsibilities

Provide prompt, efficient, and friendly service to customers.
Process banking transactions, including deposits, withdrawals, loan payments, check cashing, and other listed services.
Refer customers to appropriate salespeople and identify opportunities to cross-sell bank services.
Answer incoming telephone calls, assist or direct callers, take messages, and greet customers in person or by telephone.
Perform light filing and input check orders, straight deposits, payments without cash, and address changes.
Call customers to verify checks, assist with reports, and follow up on returned items.
Receive commercial, individual checking, and savings deposits; verify endorsements and issue receipts.
Place holds on accounts for uncollected funds according to Regulation CC.
Receive loan payments, check due dates, and assess late charges when applicable.
Accept requests for U.S. Savings Bonds, stop payments, check reorders, and address changes, and route requests to the appropriate personnel.
Keep negotiable items secure and maintain a high level of safety for the bank.
Process incoming mail, courier, ATM, night-drop, Treasury tax (TT&L), loan payment, signature card, and transfer transactions.
Follow applicable bank policies, procedures, laws, and regulations, as well as supervisor direction.
Provide, present, and promote The Citizens Experience to external and internal customers.
Perform other duties as assigned.