Job Details

SUMMARY: The Customer Service Representative I is the face of Thumb Bank & Trust. In addition to providing exceptional service to our customers every day, the Customer Service Representative I is responsible for accurately processing transactions and maintaining proper cash management and balancing procedures. This position will be based in our Pigeon, MI location.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• 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.
• Assist customers with transaction services and provide solutions in a friendly and efficient manner.
• Maintain a positive and professional attitude while building long term customer relationships.
• Accurately process various financial transactions including cash, checks, withdrawals, deposits and loan payments, issue receipts, and record transactions in the system.
• Disburse funds after verifying signatures and sufficiency of funds to support withdrawal.
• Maintain adequate cash drawer, conduct daily proof, balance cash on hand, ensure transactions and negotiable items prove to the figures on record in the system.
• Evaluate checks to verify endorsements, dates, identification of persons receiving payments, bank names, and overall legality of the documents.
• Answer incoming calls in a professional manner, assist with customer service-related inquiries and provide follow-up calls as needed or transfer calls to the appropriate department.
• Introduce customers to new, more efficient ways of banking like mobile, online, and ATMs.
• Assist customers with debit card activations.
• Assist customers with setting up and resetting online access.
• Process customer check orders and re-orders.
• Process debit card orders and debit card limit increases.
• 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.
• Identify and capitalize on opportunities to promote new banking services and products.
• Assist with balancing the branch ATM as well as ensuring ATM is functioning properly.
• Assist with vault management such as verifying deposits, counting currency and balancing.
• Properly refer to other staff when more complex requests arise.
• Comply with all financial institution policies and procedures, state and local laws and regulations.
• Willingness to participate in community events.
• Additional duties as assigned.