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Customer Services Representative II


Citizens Bank & Trust is seeking a Deposit and Payment Services Customer Services Representative II for our Chillicothe, Missouri location. Primary duties include responding to customer inquiries, daily review and maintenance of documents, and other deposit operations tasks. Ideal candidate will have a high school diploma or equivalent, two years of customer service experience, and excellent communication skills.   Competitive salary and benefits and opportunity for advancement.   Equal Opportunity Employer

Basic Qualifications:

  • Respond to customer inquiries, problems, requests, and feedback received via telephone, correspondence, and in person. Resolve the situation, initiate corrective action and/or adjustments, or refer as appropriate.  Communicate solutions to customer by phone and/or writing.
  • Investigate, analyze, and interpret research media (on-line and archival) to assist in the resolution of customer situations.
  • Retain customer relationships by apprising them of alternative products and/or services.
  • Initiate, review, correspond, and maintain daily review of deposit and time deposit account file maintenance and new accounts.
  • Initiate, review, correspond, and maintain daily review of Customer Identification Program (CIP) file maintenance and new clients.
  • Initiate, review, correspond, and maintain daily review of safe deposit box account file maintenance and new accounts.
  • Review and maintain pending lists.
  • Review ATM/Debit Card creation and maintenance reports.
  • Monitor Dep Ops Alert Outlook folders.
  • Initiate customer or account financial transactions and adjustments and maintenance as authorized by department guidelines and policies.
  • Provide training, assistance, and/or work coordination for others.
  • Thorough knowledge of daily review of all deposit applications.
  • Participate in special projects involving entire Deposit Operations department as assigned by management.
  • Assist management in developing internal procedures to be used to improve department efficiency.
  • Provide assistance, training and/or work coordination for others as assigned.
  • Maintain Deposit Operations supplies.
  • Monitor 800 number voice mails and AH call service events. (DPS AM Procedures)
  • Process ILS/Velocity overdraft calls, letters, and assist the ODP Manager.
  • Process charge-off account records and work with reporting agencies.
  • REG E review
  • Other tasks and duties as assigned by manager or supervisor.

Preferred Skills/Experience

  • Acquire and retain a thorough knowledge of bank products and services.
  • Prepare management reports as requested.
  • Provide quality service to customers (retail, commercial and institutional, both internal and external, current and prospective) regarding the products/services offered by the respective areas under minimal supervision.
  • Deliver knowledgeable, efficient, consistent, accurate and courteous responses to customers.
  • Continuous cross-training in all areas of Deposit Operations.
  • May Backup department duties - Account Verifications, Return Mail, Stop Pay/Hold review, AFT review, Combined Statement review, CIF Monthly reports, Document Imaging and other tasks as assigned by manager or supervisor.

At Citizens Bank & Trust, we are committed to diversity and inclusion. We strive to create an excellent work place as well as an atmosphere where our employees, our customers, and the communities we serve can reach their goals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or protected veteran status. We are an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply. Citizens Bank & Trust is a drug free work environment.