Banking Customer Experience Specialist

BTC Bank; Boonville (MO); On-site; USD 32,000 - 42,000; Full time

Job summary

BTC Bank in Boonville, MO is seeking a Customer Service Representative to handle customer inquiries in person and by phone while supporting daily banking operations. The role emphasizes accurate cash handling, effective communication, and a commitment to friendly, professional service as part of our local community bank team.

You will assist with transfers, balances, and deposit services, while ensuring compliance with bank policies and safeguarding customer information.

Qualifications

• High school diploma or equivalent.
• Cash handling experience preferred.
• Excellent verbal and written communication.
• Proficient with MS Office (Word, Excel, Outlook).
• Ability to work under pressure and meet deadlines.

Responsibilities

• Assist customers with routine account-related requests such as: funds transfers, automatic funds transfers (AFTs), stop payments, inquiries about bank deposit products and service charges, inquiries about ATM and debit card usage and limits, inquiries about checking and savings accounts transactions, inquiries about funds availability, and check verification requests by third parties.
• Research and resolve customer problems, acting as the customer liaison between other bank departments when necessary.
• Cross-sell bank products and services based on customer needs in accordance with the banks’ program standards.
• Relate customer requests for service charge rebates to the assistant vice president and vice president of operations.
• Process necessary paperwork to rebate customer service charges.
• Verify information on ATM/debit card applications to the information in customer database.
• Send exceptions to personal banking counselors for corrections.
• Update the system with messages regarding ATM/debit cards and service charge rebates.
• Balance customer checkbooks.
• Perform customer requested research, including printing statement and check copies.
• Input, maintain and/or delete ATM and debit cards within system.
• Transfer funds to cover customer overdrafts as directed by bank operations.
• Notify the research and adjustment coordinator of required adjustments as reported by customers.
• Contact customers to notify them that check orders and/or debit cards are ready to pick up at the bank.
• Distribute to customers and properly log all “hold statements” and check orders held by the bank.
• Act as backup to the receptionist, ATM/debit card coordinator and safe deposit vault attendant.
• Escort appropriate bank personnel into the vault and maintain dual control for safekeeping access and official check and ATM card requisition.
• Monitor the “bad address” report and attempt to track down customers and obtain updated information.
• Assist the operations processing specialist by verifying the accuracy of document images.
• Open, set timers and close the safe deposit vault utilizing dual control.
• Conduct call-backs to external check printing companies to verify customer information.
• Process lockbox payments, including deposit preparation and daily report transmission.
• Contact customers to obtain necessary signatures on items with missing or irregular signatures.
• Maintain the bank’s files for currency transaction reports, customer safekeeping receipts, loan and trust collateral receipts, commercial resolutions, powers of attorney, court orders, levies, miscellaneous deposit documentation and general correspondence.
• Other duties as assigned.

Skills

Cash handling

Customer service

Communication

MS Office

Education

High school diploma or equivalent

Tools

MS Office

Job description

BTC Bank in Boonville, MO is seeking a Customer Service Representative to handle customer inquiries in person and by phone while supporting daily banking operations. The role emphasizes accurate cash handling, effective communication, and a commitment to friendly, professional service as part of our local community bank team.

You will assist with transfers, balances, and deposit services, while ensuring compliance with bank policies and safeguarding customer information.