Exchange Bank: Customer Service Rep

August 12, 2014 8:15 AM

POSITION SUMMARY: Provide professional, efficient, and accurate customer sales and service in accordance with Bank policies and procedures, while supporting operational requirements including cash control, security, and quality.



Customer Service Representative

Sales and Service: 70%

  • Provide exceptional customer service to all external and internal customers.
  • Accept customer deposits, withdrawals and process loan payments, cash checks and other teller transactions according to policies and procedures.
  • Receive and dispense currency and coin while keeping cash in drawer to a minimum and within established limits.
  • Properly identify customers.
  • Answer basic customer inquiries.
  • Let customers in and out of their safe deposit boxes.
  • Balance cash drawer and complete teller balance sheet on a daily basis.
  • Process and record night deposit envelopes and transactions.
  • Provide telephone support for customers including call backs, responding to inquiries, and solving problems.
  • Operate within approval limits and obtain required approvals when necessary.
  • Cross-sell products and services to achieve branch and individual goals.
  • Refer customers to other Bank departments for additional financial service products.

Operational Support: 20%

  • Process Fed Tax, Master Card, and Safe Deposit payments.
  • Perform audit of cashier's checks, personal money orders, and traveler's checks.
  • Balance ATM transactions.
  • Complete currency transaction reports.
  • Balance the negotiable log.
  • Perform research and pull information for internal audits and certifications.
  • Bundle money for shipment, and/or order foreign currency.

Non-Essential Functions: 10% -Perform special projects and research as assigned.

  • Perform other duties as assigned.

Senior Customer Service Representative: Performs all duties listed above with the addition of the following:

Sales and Service: 50%

Operational Support: 40%

  • Coach and mentor Customer Service Representative I at branch.
  • Provides technical assistance and guidance to Customer Service Representative I.

Non-Essential Functions: 10% -May perform new accounts duties.




Core Job Specific Competencies:

Customer Service Representative:

  • Attention to Detail
  • Continuous Learning
  • Customer Service
  • Dependability
  • Flexibility/Adaptability
  • Sales
  • Verbal Communication

Senior Customer Service Representative:

  •  Accuracy/Quality
  • Product Knowledge


Knowledge, Skills and Abilities:

Customer Service Representative:

  • Knowledge of cash handling procedures.
  • Basic mathematical calculation skills.
  • Skills operating a personal computer with word processing, spreadsheet and presentation software.

Senior Customer Service Representative:

  • Knowledge of branch operations.


Physical Requirements:

  • Ability to stand, bend, stoop, sit, walk, twist and turn.
  • Ability to lift up to 25 pounds occasionally.
  • Ability to use a computer keyboard and calculator.
  • Work environment is indoors, majority of the time is spent sitting or standing at teller window.


Education and Experience:

Customer Service Representative: A combination of education and experience equivalent to a high school diploma; and knowledge typically gained through six months cash handling and customer service experience.

Senior Customer Service Representative: A combination of education and experience equivalent to a high school diploma; and knowledge typically gained through one year as a Customer Service Representative, including the successful completion of the CSR II test.


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans.
Please view Equal Employment Opportunity Posters provided by OFCCP  here.

Start Date:
How to Apply: Apply On-line to*14BC3ADC93A8A37F&__RT=*D356349294394CA3EAC10FEC2E7B083E4109351F4DE1D140E82DCDE28D56CAA5F08DD81653524662

Contact SBE
Contact SSU
Sonoma State University School of Business and Economics. Reach.
1801 East Cotati Avenue, Rohnert Park, CA, 94928 • 707-664-2377 20273