Service Representative II

Citizens Business Bank•Pasadena, CA

About The Position

Provides prompt, efficient, and friendly service to customers. The role handles a range of banking transactions, including check cashing, deposits, withdrawals, loan payments, money order and check sales, traveler’s checks, and foreign currency exchange. It may also include serving merchant customers, handling cash shipments and deposits, and processing federal tax deposits for FICA wages. The representative follows established bank policies and procedures, applicable laws and regulations, and supervisory direction. The position also answers and directs telephone calls, greets customers, performs basic filing and data-entry tasks, processes customer requests and transactions, and refers customers to appropriate salespeople for cross-selling opportunities. It provides and promotes The Citizens Experience to internal and external customers.

Requirements

High school diploma or GED.
At least six months of experience as a service representative in a financial institution, or six months of experience in cash handling and customer service.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence and effectively present information in one-on-one and small-group situations.
Ability to add and subtract two-digit numbers and multiply and divide with tens and hundreds.
Ability to apply common-sense understanding to detailed but uncomplicated written or oral instructions and solve problems involving a few concrete variables in standardized situations.
Ability to perform the essential duties satisfactorily, with reasonable accommodations available where applicable.

Responsibilities

Provide prompt, efficient, and friendly service to customers in person and by telephone.
Process banking transactions, including check cashing, deposits, withdrawals, loan payments, money order and check sales, traveler’s checks, and foreign currency exchange, as applicable.
Answer incoming telephone calls, assist or direct callers, take messages, and greet customers.
Perform light filing and input check orders, straight deposits, non-cash payments, and address changes.
Call customers to verify checks, assist with reports, and provide notice regarding returned items.
Receive commercial and individual checking deposits, verify endorsements, and issue receipts.
Receive savings deposits and place holds on accounts for uncollected funds in accordance with Regulation CC.
Receive loan payments, check due dates, and assess late charges when applicable.
Accept requests to purchase U.S. Savings Bonds and requests for stop payments, check reorders, and address changes; distribute requests to the appropriate personnel for processing.
Keep negotiable items secure and maintain a high level of bank safety.
Answer customer questions and identify opportunities to cross-sell bank services, referring customers to the appropriate salesperson.
Process incoming mail, courier, ATM, Night Drop, Treasury tax (TT&L) and loan payments, signature cards, and transfers.
May handle merchant customers, cash shipments and deposits, and federal tax deposits for FICA wages.
Comply with bank policies and procedures and applicable federal and state laws and banking regulations.
Perform miscellaneous duties requested by a supervisor and other duties as assigned.
Provide, present, and promote The Citizens Experience to all external and internal customers.