Job Description

Central Services Representative

Central Services Representative is responsible performing routine background operational duties for all Bank branches; assists employees, officers and other branch personnel in performing their duties; and promotes business for the Bank by maintaining good customer relations and referring customers to appropriate staff for new services.

Assures compliance with all Bank policies and procedures, as well as, all applicable state and federal banking regulations. 

ESSENTIAL DUTIES

  • Performs routine duties related to any of the following operational background functions serviced by the department:
    • Balance deposit applications with General Ledger daily
    • Process non post items for DDA, Savings & general Ledger daily
    • Accurately process incoming wires, perform OFAC verification, credit account & balance all wires at end of day
    • Balance tellers to GL daily and make corrections through TMS system
    • Input descriptions on GL tickets daily
    • Assist customer with U Choose rewards program
    • Input internet banking applications and assist customers with bill pay, password reset and lock outs
    • Order debit cards, raise limits, research transactions and assist with fraud cases
    • Process Return Check Items from Federal Reserve Bank
    • Process check adjustments and manual ACH returns
    • Assist in IOLTA reporting quarterly
    • Assist in balancing correspondent bank accounts
    • Gather information for CD report each Wednesday
    • Assist in reviewing EFT card maintenance reports
    • Process Verification of Assets forms
    • Verify uploaded ACH files
    • Answers telephones and direct/transfers callers to proper Bank personnel utilizing bank telephone etiquette service standards
    • Research
    • Process incoming mail and verify address changes
  • Responds to inquiries or refers inquiries to the appropriate department or person; exhibits the necessary follow through with customers and/or staff involved.
  • Provides a full range of customer service oriented telephone and e-mail support activities to customers and bank personnel; greets customers professionally; responds to inquiries of a specific or general nature; determines appropriate response or direction for the caller; issues messages.
  • Resolves customers concerns, problems and discrepancies by clarifying issues within given authority; researches and explores answers and alternative solutions; reconciles accounts; enters corrections; reverses customer fees or charges with the concurrence of bank management; escalates unresolved problems.
  • Operates computer terminal or personal computer to process account activity, determine balances, and resolve problems within given authority.
  • Provides effective customer service and assists in resolving problems within given authority.
  • Maintains a proficient knowledge of all applicable banking rules and regulations.
  • Assist in special projects and tasks for the department as directed.
  • Assumes responsibility for various department functions in the absence of staff members or in overload situations.
  • Records, files, scans documents, updates information, and sorts mail or reports as required.
  • Assists or performs related duties; knowledge of the Federal Reserve Bank posting and entries; balances general ledger account(s) and processes related entries. Complete FR-2900 report quarterly.
  • May gather data and process various reports
  • Types routine letters reports and forms.
  • Maintains files, copies and faxes documents.
  • Treats people with respect; keeps commitments; Inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
  • Shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.
  • Follows policies and procedures; completes administrative tasks correctly and on time; supports the Bank’s goals and values; benefits the bank through outside activities.
  • Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.

SECONDARY DUTIES

  •  The position of Central Services Representative performs duties specific to the position and other functions as assigned.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.  The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner.  Individual abilities may result in some deviation from these guidelines.

  • High school diploma or general education degree (GED); or two years of related experience and/or training; or the equivalent combination of education and experience. Work related experience should consist of a financial institution clerical and/or branch support background.  Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.
  • Basic experience, knowledge and training in wire or funds transfer activities, terminology and products and services.
  • Basic knowledge of related state and federal banking compliance regulations, and other Bank operational policies.
  • Basic skills in computer terminal and personal computer operation; mainframe computer system; word processing and spreadsheet software.
  • Basic typing skills to meet production needs of the position.
  • Basic math skills; calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; count currency, coin and negotiable instruments in a timely manner.
  • Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employees.
  • Ability to deal with routine problems involving multiple facets and variables in standardized situations.
  • Exceptional organizational and time management skills.
  • Current driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

Management reserves the right to change this job description at any time according to business needs.

This job description does not alter my employment at-will status, nor does it imply any guarantee of continued employment.

EQUAL OPPORTUNITY EMPLOYER

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