Customer Service Rep

POSITION SUMMARY:

Primary Function of this role is to provide exceptional customer service when interacting with the customers of the Bank while processing customer transactions, which include but not limited to processing of deposits and withdrawals, check cashing, mail/phone transactions, fund transfers and wires, and cashier's check selling; verify appropriateness of customers' documents, and support file maintenance. In addition to facilitate with account opening/maintenance/renewal/closing process as a backup for account service function. This position serves as the first point of contact for customers and plays a key role in building strong client relationships.

ESSENTIAL FUNCTIONS:

Customer Service & Transaction Processing (50%)

• Process daily customer transactions (deposits, withdrawals, payments) accurately and efficiently, including:

• Loan payments

• Federal tax deposits

• Mail and courier transactions

• Perform daily cash and non-cash transaction processing and cash balancing

• Provide excellent customer service across all functions and departments

• Identify customer needs and educate customers on basic bank products and services

• Accept and process:

• Stop payments

• Holds on funds

• Process wire transfers, including maintaining logs, agreements, and documentation

Operations & Branch Support (30%)

• Maintain an accurate cash drawer and complete end-of-shift balancing

• Perform daily operational tasks, including:

• Branch cash recap

• Vault register maintenance

• Working supply verification

• Check registration logs

• Verification of large incoming clearing items

• Support dual custody processes, including:

• ATM balancing

• Night deposits

• Bank-by-mail

• Carrier processes

• Assist with general branch operations and support team members to ensure smooth daily workflow

• Ensure compliance with all banking policies, procedures, security protocols, and regulatory requirements

Account Maintenance (20%)

• Assist with account servicing, including:

• Account opening, maintenance, renewal, and closing

• Debit/ATM card requests and activation

• Customer information updates (e.g., address changes)

• Provide backup support for Account Services functions

OTHER RESPONSIBILITIES:

• Generate customer referrals (especially affluent clients) and cross-sell bank products to achieve branch goals
• Complete all required training, including BSA compliance and regulatory courses, in a timely manner
• Perform other duties as assigned

EDUCATION, EXPERIENCE AND SKILLS REQUIRED:

• 0-1 year of customer services experience in the branch banking industry or related environment.
• Prior retail or customer service experience required
• Detail oriented and previous cash handling is preferred.
• Knowledge of banking products and procedures including teller procedures and policies, audit procedures, and Bank's laws and regulations is a plus
• Basic PC skills and be familiar with e-Commerce, e-Banking, and Branch Banking-related information technology
• High School diploma or equivalent with anticipation of continuing education towards degree
• Fluent in English and Chinese (mandarin preferred) is a plus

Key Skills

• Strong customer service and communication skills
• High attention to detail and accuracy
• Basic problem-solving ability
• Ability to work effectively in a fast-paced environment
• Team-oriented mindset

PHYSICAL DEMANDS:

• Minimum mobility to work in an office setting; sit for prolonged period of times; operate office equipment including use of a computer keyboard; and reach with hands and arms. Employees are occasionally required to walk and stand and lift and move records and documents weighing 30 pounds or less

COMMUNICATION DEMANDS:

• Attention to detail, strong organizational, communication, interpersonal, self-motivated, and analytical skills, ability to interact with all levels of management and staff.

WORK ENVIRONMENT:

• Standard office environment. Noise level in work environment is usually average. Hear in the normal audio range with or without correction. Specific vision abilities required by this job include close vision and the ability to adjust focus. Occasional off site client meetings and site visits.

COMPENSATION

The base pay range for this position is USD $18/Hr. - USD $22/Hr plus full benefits. Exact offer will be determined based on job-related knowledge, skills, experience, and location

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.