Customer service representative
Position Location: Sheridan, WY
Experience: Six months to two years of similar or related experience, including preparatory positions
Education/Certifications/Licenses: High school education or GED is required
Major Duties and Responsibilities
General Customer Service Support:
- Greet and assist customers with general inquiries, account information, and banking product details.
- Respond to customer inquiries via phone, email, chat, or in person in a professional and efficient manner.
- Provide accurate information regarding account balances, transactions, fees, and bank policies.
- Resolve customer complaints and issues, working closely with all departments when necessary to ensure customer satisfaction.
- Educate customers on various bank products and services, such as savings and checking accounts, and general loan options.
- Work closely with all departments and locations to provide seamless service to customers.
- Maintain a positive and professional relationship with colleagues, contributing to a productive work environment.
- Perform notary services.
- Process deposits, withdrawals, and transfers accurately and efficiently (full teller functions may not be available at all work locations).
- Assist customers with routine and general inquiries into account details.
- Verify identification and check for discrepancies in accounts or transactions.
- Perform operational tasks, such as processing stop payments, issuing cashier’s checks, sending wires, or handling other customer requests.
- Create customer records (CIF) in relevant systems and perform basic account maintenance.
- Assist with updating customer information, including address changes, name changes, and account preferences.
- Assist customers with questions about loan applications for mortgages, personal loans, or business loans, providing general information or status updates.
- Coordinate with clients to collect information (including financial and credit data) required to prepare loan files and close/fund loans; assist with obtaining documentation such as Articles of Organization, EIN filings, State of Good Standing, tax assessments, etc.
- Support loan departments with document uploads, status updates (ticker reports), and relevant maintenance in systems such as, but not limited to, Synergy, Loan Vantage, and Encompass.
- Prepare correspondence and annual communications to customers, route incoming correspondence.
Other:
- Serve as general administrative support staff at location to include maintaining common areas and breakroom, ordering supplies, organizing location meetings/celebrations including food orders, and coordinating with support staff at all locations for bank-wide events.
- Handle administrative tasks such document scanning, filing, and data entry related to customer accounts or transactions.
- Actively participate in team meetings, training, and other activities aimed at improving customer experience and operational efficiency.
- Prepare monthly expense reporting.
- Other duties may be assigned based on the business needs of the specific work location; provide general support for location.
- Must comply with all company policies and procedures, applicable laws and regulations, including, but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
