Customer Service Representative II (Bay City)

Thumb-Bank-; Bay City (MI); On-site; USD 35,000 - 42,000; Full time

Job summary

Thumb Bank & Trust in Bay City, MI is seeking a Customer Service Representative II to be the face of the branch, delivering exceptional service while accurately processing transactions and balancing cash.

You will open deposits, assist with accounts (personal, business, IRA), cross-sell banking solutions, and support team with daily operations. Strong communication and detail orientation are essential.

Qualifications

• 1 year of customer service experience at a financial institution.
• Ability to balance cash transactions accurately.
• Strong communication and professional image.
• Ability to manage multiple tasks while delivering accurate results.

Responsibilities

• Identify customer financial needs and cross-sell appropriate products or refer to the appropriate department.
• Open and close deposit accounts and set up related services such as online access, debit cards and checks.
• Place outbound calls to new account customers within 5 days of opening accounts.
• Maintain personal, business, IRA, trust, estate, conservator and guardianship accounts as needed.
• Assist with cash audits and balance branch ATMs; manage cash drawer effectively.
• Provide friendly, efficient transaction services and customer support via email, phone, and in person.
• Greet customers and support Thumb Bank & Trust in a courteous manner while complying with procedures.
• Support branch operations and collaborate with staff to complete daily tasks.

Skills

Customer service

Financial conversations

Active listening

Multitasking

Attention to detail

Balancing cash transactions

Professional communication

Team collaboration

Problem solving

Telephone/email/in-person etiquette

Tools

Microsoft Office

Excel

Outlook

Job description

SUMMARY: The Customer Service Representative II is the face of Thumb Bank & Trust. In addition to providing exceptional service to our customers every day, the Customer Service Representative II is responsible for accurately processing customer transactions and maintaining proper cash management and balancing procedures as well as establishing, managing, and maintaining individual, business, trust, estate, and custodian accounts. This position also develops and maintains relationships with other departments within the bank and works cohesively to provide the customer with a wide range of financial products.ESSENTIAL DUTIES AND RESPONSIBILITIES:1. Confidently completes all Customer Service Representative I Duties and Responsibilities.2. Identify the customer’s financial needs then cross-sell appropriate products and services and/or refer them to the appropriate department for additional assistance.3. Open and close deposit accounts and set up related products & services such as online access, ordering of debit cards and checks.4. Place outbound calls to new account customers within 5 days of opening accounts.5. Confidently open and maintain personal, business, IRA, trust, estate, conservator & guardianship accounts.6. Proactively place outbound sales calls to inform customers of the wide variety of financial services and solutions offered to meet their needs. Shows the ability to identify and capitalize on opportunities to promote new banking services and products.7. Assist with completing monthly cash audits.8. Assist with managing “cash items” drawer and balance branch ATM.9. Assist with training new staff and provide on-going guidance when questions arise.10. Assist customers with transaction services and provide solutions in a friendly and efficient manner.11. Encourage and cultivate a positive and efficient work environment by example.12. Greet and support Thumb Bank & Trust customers promptly and in a courteous manner via email, phone and in-person while complying with bank procedures and security protocols.13. Maintain a positive and professional attitude while building long term customer relationships.14. Work as a team with co-workers to complete daily tasks, demonstrating respect and professionalism, being prompt, and supporting management with special requests as needed.15. Identify and capitalize on opportunities to promote new banking services and products.16. Perform advanced branch operational tasks as needed to ensure compliance with bank policies and procedures. Tasks include but are not limited to ensuring bank premises are secure, complex customer service requests, vault management, ATM is clean and free of illegal devices, and night deposit is properly supplied with envelopes.17. Assist the Branch Manager with the daily operations of the customer service function, staff schedules, and issue resolution for escalated customer concerns.18. Maintain advanced knowledge of all Thumb Bank & Trust products and services to not only assist customers but to provide guidance to customer service staff.19. Properly refer to other staff when more complex requests arise.20. Comply with all financial institution policies and procedures, state and local laws and regulationsREQUIRED SKILLS: In order to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.1. Ability to maintain confidential information.2. 1 year of previous customer service experience at a financial institution required.3. Ability to have meaningful financial conversations with customers during all interactions.4. Present a professional image and communicate in a courteous, positive, and professional manner.5. Ability to actively listen and respond promptly to customer needs, follow through and resolve issues in a pleasant and helpful manner.6. Good mathematical aptitude to facilitate daily balancing.7. Strong attention to detail with ability to handle competing demands while processing transactions efficiently and accurately.8. Ability to remain composed under pressure, problem solve and defuse tensions to provide solutions to customer issues.9. Excellent communication skills, both verbal and written.10. Pleasant and approachable disposition.11. Ability to multitask, self-organize, and self-monitor follow up.12. Proficient in general computer skills and Microsoft Office (Word, Excel, and Outlook)13. Ability to lift or move up to 50 lbs.14. Available to work branch hours, including weekends