Account Services Representative (Yazoo or Metro Market)
The Account Service Representative is responsible for performing a wide range of customer service tasks relating to customer accounts. This position requires employee to greet and service all customers in a positive, courteous and professional manner. Furthermore, it is the responsibility of the Account Service Representative to support other bank staff in their efforts to meet the needs of customers.
- Actively communicate with all customers and employees in a positive and respectful manner.
- Answer phone calls and emails within the Call Center and email system.
- Import/Export cash letters
- Import/Export ACH files
- Manage incoming and outgoing ACH & check returns
- Generate chargeback notices
- Work non-posted items daily
- Process all NSF items according to instructions from branch officers
- Download and process bill pay files
- Originate & process wire transfers while following compliance procedures
- Take and process stop payment requests
- Develop and maintain knowledge of regulatory requirements pertaining to debit cards; understand Bank policy regarding debit card disputes; ensure that disputes are maintained properly and completed accurately.
- Setup and process internet banking; possess knowledge of specific methods of trouble shooting issues for customers
- Generate, prepare, and send statements, notices, and advices as needed
- Maintain internal GL and Bank reconciliations as needed
- Develop and maintain a working knowledge of customer products and troubleshooting methods.
- Conduct Bank nightly posting update on a rotating schedule.
- Perform other duties as may be assigned by Management from time to time
- Communication - Respond promptly and efficiently to fellow colleagues via phone or email. Resolve problems in an efficient manner, giving status updates as appropriate.
- Active Listening - Understand points made, asking questions as appropriate.
- Speaking – Talking to others to convey information effectively and in a manner so others understand.
- Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Judgment and Decision Making – Considering the relative costs and benefits of potential actions to choose the most appropriate one.
- Customer and Personal Service – Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Social Perceptiveness – Being aware of others’ reactions and understanding why they react as they do.
- Problem Sensitivity – The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
- Selective Attention – The ability to concentrate on a task over a period without being distracted.
- Monitoring – Monitoring/assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
- Mathematics – Knowledge of basic math: add, subtract, multiply or divide quickly and correctly.
- Computer and Electronics – Basic knowledge of Microsoft Word and Excel
- Reading comprehension – Understanding written sentences and paragraphs in work-related documents.
- Minimum of a high school education or equivalent, some college preferred
- Two years previous experience as a teller, with an overall good performance record
- Previous experience a plus, but not mandatory
- Must be willing to travel from training
