Commercial Banking - Customer Service Specialist/Bank Teller

Northwest-Bank; Boise (ID); On-site; USD 38,000 - 52,000; Full time

Job summary

Northwest-Bank is seeking a Customer Service Specialist to deliver outstanding service to commercial and consumer customers in person and remotely as needed. The role supports treasury service products and coordinates with the service team to promptly handle calls, emails, and in-person requests.

The position emphasizes accuracy, security, and adherence to Bank policies while assisting with deposits, troubleshooting, and general banking operations.

Qualifications

• Bachelor’s degree or minimum 1-year experience in customer service.
• Time management, problem solving, and project management skills.
• Basic math skills.
• Knowledge of treasury services products and services.
• Strong computer skills including Windows-based software, word processing and spreadsheet applications, internet usage, email, and bank software.
• Commercial online banking knowledge experience.
• Exceptional customer service experience.
• Strong oral and written communication and interpersonal skills.
• Ability to organize and prioritize tasks under various conditions with minimal guidance.

Responsibilities

• Provide superior service and support to Bank customers in person, by phone, and email.
• Assist with treasury service applications and agreements for commercial customers.
• Open and maintain deposits, accounts, and related banking tasks per policy.
• Work with Commercial Banking Support to ensure customers are cared for.
• Process financial transactions according to established procedures and security controls.
• Identify fraudulent activity and protect customers and Bank assets.

Skills

Customer service

Communication skills

Attention to detail

Problem solving

Education

Bachelor's degree or 1 year experience in customer service

Tools

Windows-based software

Bank software

Microsoft Office

Job description

Description

Summary

This position will be fully in person. The Customer Service Specialist's primary responsibility is to provide superior service and support to the Bank's commercial and consumer customers and may assist with the application process for auxiliary treasury service products, such as ACH, RDC, MDC, Wire Transfers, Positive Pay (check and ACH), and Bill Pay. Coordination and collaboration with the service team to ensure customer phone calls, emails, and in person request are processed in a timely manner.

Requirements

Essential Duties & Responsibilities

• Perform assigned duties in accordance with the Bank's Mission, Vision and Core Values; and provide the Bank's customers with timely, responsive, and exceptional service in accordance with the Bank's customer service standards.
• Knowledge and completion of treasury management application, forms and agreements for customers and internal production team to facilitate depository services for business customers. Work with Commercial Banking Support team to ensure customer is taken care of.
• Basic understanding of requirements to open a complex to simple business entity deposit account, obtaining required information from customers. May include HOAs, escrow, or other such type of accounts. Complete and accurate CIP, CDD and EDD information is essential.
• Understanding of requirements to open consumer personal new accounts; ensuring CIP and CDD is complete and accurate.
• Assist retail online banking customer with troubleshooting, setting up service or unlocking accounts.
• Assist customers in processing financial transactions in accordance with established policies and procedures
• Scrutinize checks, cash, and customer identification for authenticity to protect the Bank and customers against fraud losses
• Expanded functions include customer transaction processing to include deposits, withdrawals, stop payments, preparation of official checks, processing service tickets for temp TS increases, and acceptance of loan payments. Ensure risk management and best practices are used in the decision-making process.
• Maintain a thorough knowledge of bank policies and procedures, as well as keeps up to date on changes.
• Provide timely and responsive customer service.

Required Qualifications

• Bachelor's degree or minimum 1-year experience customer service relations

Preferred Qualifications

• Time management, problem solving, and project management skills
• Basic math skills
• Knowledge of treasury services products and services
• Knowledge of deposit policies and procedures
• Strong computer skills including Windows-based software, word processing and spreadsheet applications, internet usage, email, and bank software
• Commercial online banking knowledge experience
• Exceptional customer service experience
• Strong oral and written communication and interpersonal skills consistent with Bank's customer centric philosophy
• Ability to organize and prioritize tasks at an individual level under a variety of conditions and constraints with minimal guidance