Deerwood Bank

Customer Support

• Deliver professional and efficient customer service to Deerwood Bank customers and employees via digital channels (phone/electronic communications).
• Provide customer service functions for all areas of the bank to assist with account concerns and inquiries, product troubleshooting assistance and complete balance and transfer requests.
• Respond to customer inquiries and performing requested actions regarding their accounts.
• Manage and defuse calls received from customers to effectively communicate with them in order to identify and resolve problems in the best interest of Deerwood Bank and the customer.
• Be familiar with and understand all bank products and services to identify customers’ needs.
• Determine the risk or urgency of customer calls and to whom the call should be escalated.
• Ensure specific guidelines are followed to properly verify customers and protect customer confidentiality.
• Understand and be able to explain banking rules and regulations that affect customer accounts.
• Process requests for stop payments, address/phone/email changes, debit card orders and maintenance, research requests, and check orders.
• Review mobile deposits and handle or obtain approval for mobile deposit exceptions.
• Intake of customer disputes (ACH, check and debit card), complete dispute forms and communicate dispute forms/information to appropriate branch locations for customer signatures.
• Handle customer questions regarding online/mobile banking including assisting with access issues, passwords resets, bill pay, mobile deposit and all related features.
• Review and complete online account applications, openings, denials, 2 nd verifications and related communication with customers.
• Other responsibilities may include responding to customer emails, handling returned mail, document scanning and other projects as assigned.

Customer Service Representative – Call Center

General

• Perform a variety of duties such as proper handling of teller work, cash, accurately balancing, deposits, checks, payments
• Promote various bank products and services
• Assist customers and staff with various retail, operations and customer service support
• Maintain currency and coin supply within bank policy
• Maintain balancing records within acceptable limits
• Provide excellent customer service
• Cross sell and introduce new services to customers
• Open and close the bank following proper security procedures
• Follow proper safe deposit box access and other appropriate activities

Teller, Part-time

• Assist customers and staff with various retail, operations, and customer service support
• Approve, deny, or hold checks being cashed or deposited
• Verifying customer balances and requiring proper identification and documentation
• Review, implement, and ensure compliance with the Internal Control Review Program as assigned
• Familiar with security equipment and understands safety precautions
• Cross trained in basic teller position functions to be able to assist when needed
• Opens accounts, performs applicable maintenance and account closures
• Open, cross sell and maintain deposit products, investment products, in compliance with bank policy and guidelines while focusing on branch goals and regulatory guidelines
• Report and attempt collections of overdrawn or past due accounts
• Provides support for various tasks including but not limited to: maintain adequate current and coin supply, verifying balances, maintain load and balance ATM, order checks, documenting change of addresses, answering phones and questions, follow proper safe deposit box access, may have to maintain bait money, branch capture, redeem savings bonds, buy and sell foreign currency, prepare cashier checks, selling gift and reloadable cards, temporary cards, wire transfers, verify mail and night depository bags and envelopes, accurate logs and other appropriate activities to support the banks service reputation
• Open and close the bank following proper security procedures

Customer Service Representative – Call Center

Teller, Part-time

Personal Banker