Customer Connect / Customer Service Representative Ii

Job Type

Full-time

Description

The First National Bank of Bastrop is proud to be named a Best Place for Working Parents®.
We offer an opportunity to work with a financial institution that prides itself on excellent customer service and a competitive compensation and benefits package that includes:
Employer paid benefits: Paid time off Paid parental leave Paid volunteer time Employee Stock Ownership Plan with 401(k) Provisions (KSOP) with match Up to $800 match on Health Savings Account (qualifying medical plan required) Life/AD&D/LTD insurance Tuition reimbursement Optional benefits: Medical insurance Dental insurance Vision insurance Supplemental coverages Short term disability Cancer Critical Illness Accident Medical Spending Accounts Flexible Spending Account (FSA) Health Savings Account (HSA) Dependent Care FSA Description:

This is a hybrid role focused on relationship and service duties that will provide support to both the Customer Connect department

and Headquarters New Accounts.

Customer Connect Representatives provide prompt, courteous, and efficient customer service while performing routine daily duties.
Respond to questions regarding Bank services and refer customers to appropriate sales or service personnel.

Customer Service Representatives perform a variety of customer services duties including teller functions, new deposit account

origination and account maintenance.
Assist and support deposit growth by leveraging the Community Banking Relationship Model to enhance and enrich customer relationships.

Both positions will perform all duties in conformity with applicable regulations and bank policies and work under limited supervision with moderate latitude for independent judgement.

Essential Duties: Customer Connect Representative Essential Duties: Answer telephone using a pleasant/professional voice and good listening skills to enhance service, transfer customer calls to appropriate staff and departments, if necessary.Receive and respond to customer balance and general account inquiries, such as most recent deposit and account activity relating accurate information to customer.Assist customers with loan inquiries including, payoff requests, loan balances, loan payments, interest rates, and payment history.Respond to general customer inquiries about FNB products and services such as Call First, Online and Mobile Banking, Overdraft Privilege, Debit Cards, account opening requirements, certificate rates, etc.Prepare special customer service orders such as stop-payments, holds, statement printouts, address changes, written statements for electronic transactions, etc.Maintain good knowledge of all bank services so as to identify additional customer needs and/or respond to inquiries, making proper referrals or recommending bank products when appropriate.Research and resolve customer inquiries in a timely manner.Handle debit card requests including blocking, ordering, travel notifications, and increasing limits.Assist customers with basic online banking needs such as unlocking, resetting passwords, walking a customer through enrollment, assisting customers with how to use online banking. Customer Service Representative II Essential Duties: Cash checks and disburse funds after verifying signatures and sufficiency of funds to support withdrawals.Evaluate checks to verify endorsements, dates, identification of persons receiving payments, bank names, and overall legality of the documents.Accept deposits, confirming accuracy of transaction; follow regulations as they pertain to funds availability and large cas transactions.Prepare, verify, and issue cashier's checks and money orders.Accept loan payments.Prepare change orders for commercial customers.Assist customers in redeeming savings bonds.Record and process night and mail deposits.Record transactions by logging cashier's checks and money orders.Verify for customer their account balances or transactions.Complete Debit Card/Card@Once training for printing debit cards for customers.Balance drawer/cash recycler at end of day.
Support ABM in Monthly Audit.
Open new checking, savings, and time deposit accounts explaining different options and programs available.
Review legal documents in opening new accounts including beneficiary ownership, powers of attorney, trusts, wills, death documentation, etc., seeking supervisory or legal guidance when necessary.Renew, make withdrawals, and add to time deposits periodically and at maturity.
Ensure account documentation is scanned into imaging system.
Allow customer access to safe deposit box, verifying customer identity and authority.
Prepare temporary checks and Cashier's Checks when requested.Assist customers with special needs such as stop-payments, auto transfers, overdraft protection, balance and transaction inquiries, account balancing; photocopy documents; process name, address and other account data changes.Explain transaction policy and procedures to customer as required.Complete Wire Transfer training in order to accept wire transfer requests from customers.
Comply with bank operations and security procedures by participating in all dual-control functions.
Stay abreast of recent trends in fraud by reading email communication, myFNB intranet, and attending training.Maintain customer confidence and protect bank operations by keeping information confidential.Develop customer relationships by utilizing the Customer Relationship Discovery tool and Relationship Onboarding 2x2x2.Support customer awareness by promoting Online Banking and Mobile Banking.Explore customer needs and desires, identifying and presenting information on appropriate bank services, and obtaining customer consent to use the service.
Maintain good knowledge of all bank services to respond to customer comments and inquiries and develop cross-sell opportunities, making proper referrals when appropriate.
Provide coverage for the receptionist desk when receptionist is out and other times as needed.
Other related customer service duties as assigned. Bank Secrecy Act Duties: In the performance of respective tasks and duties, this position must maintain knowledge of Bank Secrecy Act regulations and all other regulatory, security, and Bank policies and procedures. Company Conformance: In compliance with all applicable regulations and Bank policies, this position is expected to successfully produce quality work within deadlines, with or without supervision; interact professionally with other employees, customers, and vendors, while always respecting the need for confidentiality of customer information.
The employee will work effectively as a team contributor on all assignments and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
Furthermore, the employee is encouraged to actively represent the Bank to customers and the general public in ways that promote the integrity, validity, and mission of the Bank by participating in community organizations, events, and activities.
The employee is also expected to maintain a commitment to continuing education in the banking field through self-study and both in-house and outside training opportunities in all applicable banking policies, procedures, and regulations.Regular and punctual attendance is expected, and appropriate attire is required at all times, while either performing job functions or representing the Bank at outside events and activities.


Requirements

Required Minimum Qualifications: High school graduation or equivalent.
One year of new accounts or teller experience, including six months of cash handling experience.
Preferred Qualifications: Fluent in English and Spanish.Two years of new accounts or teller experience.
Must also have the following demonstrated knowledge, skills, and abilities: Basic knowledge of ACH; debit card use, processing and disputes; and online banking with bill pay.Ability to diplomatically, yet effectively, communicate verbally and in writing with all levels of Bank staff, customers, and other related parties in person and on telephone.Ability to maintain professional internal customer service to help maintain a positive work environment.
Good basic math skills Excellent customer service skills; use of good judgement on customer service issues.
Proficiency in 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; ability to balance multiple task simultaneously while handling frequent interruptions Ability to take initiative and maintain flexibility.