First Century Bank is seeking an individual in the role of Customer Service Representative/First Call Representative to join our Commerce, Georgia team. This individual will be responsible for contributing to both the Branch team by performing customer service duties, as well as serving clients electronically as a part of our First Call Team.
Essential Duties and Responsibilities:
Traditional Banking product support
1. Support and process requests conducted through online banking including: address changes, new account requests, secure messages, Online banking applications.
2. Set up online banking for designated customers and provide ongoing support to clients for its use.
3. As needed, submit cases to Q2, Bill pay or other vendors to address daily support issues
4. Answer phones as needed and provide client support
5. Assist customers with checking accounts, setting up new accounts, making changes to existing accounts (DDA, Savings, CD, etc…)
6. Process Transfers and Wires (including Verification) as requested
7. Make tickets for transfers and payments to complete transactions
8. Knows features, advantages, and benefits of all bank loan products (consumer, mortgage, and commercial loan services) and all deposit products (transaction, money market, certificates and savings, IRA and retirement related) and recommends appropriate product or service for customer need. Can discuss competitive products and sell bank value. Opens all deposit accounts and processes paperwork accompanying each account being opened.
9. Exemplifies ‘relationship banking’ by building the relationship with the customer by providing high quality service and being a source of expertise to the clients. Demonstrates commitment to clients by responding quickly and courteously to inquiries about products and needed problem resolution. As a member of the branch team, successful individuals: *Greet customers, by name, and with a smile as they enter the branch *Identifying customer need(s) and suggesting the appropriate course of action to address the customer need. *Thanks the customer for the opportunity to be of service.
10. Facilitates the operation of the safe deposit boxes within the Bank, and assists clients as needed with this product.
11. Provides back up teller responsibilities if needed. Reporting and Monitoring:
12. Run daily Q2 audit reports and ACH reports, review and monitor for unusual activity or any activity which requires bank action. Take appropriate action, or escalate issue as needed.
13. Run and review daily Planet press reports for unusual activity or any activity which requires bank action. Take appropriate action, or escalate issue as needed.
14. Complete Rate Watch tasks on a weekly basis.
15. Research and appropriately address Fraud Alerts
Research and Process
16. Research and take appropriate action on dormant accounts for designated branches and clients.
17. Receive and process Social Security Verification Requests
18. Place debit card orders, complete research assignments, perform fraud assists as needed
Prepaid Clients
19. Assist with Due Diligence process including but not limited to satisfying required checks for all clients including know your customer requirements, satisfying bank policy/procedures as well as governmental regulations.
20. Check and verify packets, then scanning into the system for ease of retrieval.
21. Prepaid customer relations, assisting clients to reach the prepaid program manager or designated representative.
22. Perform various prepaid projects including but not limited to: mass mailings, checks, calling, verifying address and re-issuing checks.
23. Adheres to security guidelines and policies.
24. Performs such other duties as may be assigned or which inherently or logically belong with the position.
Bachelor's degree from 4-year college or university; or Associates degree and one to two years of related experience and/or training; or equivalent experience and education. Qualified individuals will demonstrate outstanding verbal and written communication skills and be driven to provide outstanding service to clients and other team members.