Customer Service Representative

Posted: 01/15/2025
Customer Services

Are you a people-person looking to join a fun organization that prides itself on community involvement? Royal Bank is looking to grow our team with a full-time Customer Service Representative. Job duties are diverse and offer opportunities for growth.

 

Royal Bank has been nominated by employees as an Independent Community Bankers Association “Best Banks to Work For” award, has been nationally and locally recognized for creative contributions to the communities they serve and is a 5-star rated, locally owned community bank. We dream big, find solutions and make things happen. We’re experts in our field, love to learn new things and are passionate about all things local.

Summary:  This person is the first to respond to customers’ initial communication, answers their questions or directs to the correct service person.  Responsible for performing routine branch and customer services duties to include a full range of teller duties accepting deposits to checking, savings, and club accounts; cashing checks; handles withdrawals; accept payments to loan accounts and other special types of accounts; sells bank and personal money orders, redeem U.S. savings bonds. 

 

Essential Duties:  Essential job duties for this position include the following items. Other duties must be performed as assigned or required.

 

• Balances each day’s activity 
• Be very knowledgeable in bank policies, procedures and regulations
• Assist with night depository duties, mail, fed ex, and ups duties.
• Assist with vault controls, orders, sells and buys currency and coin to various tellers including other bank branch locations Loomis services
• Responsible for processing new account transactions; opening, maintaining and closing of all account types
• Counsel and advises customer requiring assistance in selecting appropriate type of account services
• Work as a team to achieve maximum customer satisfaction through servicing and building relationships and supporting our referral program
• Maintain accurate files
• Type letters, make phone calls, send emails or faxes as requested.
• Provides a high level of customer service (per the Bank’s Customer Service expectation) to both external and internal customers on a constant and consistent basis
• Phone answering skills are critical for this position.   The phone is still the most primary point of contact with customers  
o Expectations:
? When you answer the phone, be warm, enthusiastic, and professional
? Answer all incoming phone calls before the third ring
? The way you answer the phone will form your customer’s first impression of Royal Bank
? Take messages and route calls to the necessary party, branch, or voice mail
• Travel to other offices as needed

 

Secondary Responsibilities: 

• Assist other employees when requested
• Conduct research, complete verification requests, assist with checkbook balancing
• Other duties as assigned or required

 

 

Qualifications: To perform this job successfully, the Account Representative must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skills and ability required.  

 

Education: High School diploma 

 

 

Experience:  

• Computer skills and cash handling experience required
• Strong customer service, interpersonal, organizational and problem-solving skills required
• Friendly, enthusiastic attitude required
• Previous phone experience preferred
• Understanding of Excel, Word & PowerPoint

 

Language Skills: Ability to speak, and write in English at the level necessary for the effective accomplishment of essential job duties  

 

Mathematical Skills:  Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 

 

Reasoning Ability:  Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to

interpret instructions  

 

Equipment used – computer, phone, fax, copier, and calculator

 

 

Physical Demands: The physical demands, and approximate time spent engaged in them, are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

 

• Standing – less than 2/3 
• Walking – less than 1/3 
• Sitting – more than 1/3 
• Use of hands to finger, handle or feel – more than 2/3 
• Reaching with hands and arms – more than 2/3 
• Climbing or balancing –   rarely 
• Stooping, kneeling, crouching or crawling –   rarely 
• Talking or hearing – more than 2/3  
• Weight lifted/carried – an average of 5 to 20 pounds frequently 
• Vision – must have clear vision near and far, with or without corrective measures
• Travel - occasionally

 

 

 

Work Environment: The work environment characteristics described here are representative of those an employee      encounters while performing the essential functions of the job. 

 

• Environmental – typical office environment 
• Outdoor weather conditions - infrequently

 

 

 

Customer Service Representative
Royal Bank
Jackie Nolan