Customer Service Representative (CSR)

Customer Service Representative

John Marshall Bank has an immediate opening for a Customer Service Representative to join our team of qualified professionals in Rockville, MD. The primary responsibility of this position is to provide prompt, efficient and accurate service in processing various teller transactions. Excellent cash handling skills and attention to detail are essential. A strong sense of honesty and integrity are fundamental to this position. This position engages customers with their financial needs by regularly promoting, describing, selling and cross-selling other bank products and services. In this role you will:

• Accurately handle, organize and count cash
• Provide an exceptional service experience by engaging and establishing rapport with customers
• Correctly process all types of customer transactions
• Examine all cash and check endorsements to safeguard against acceptance of counterfeit bills and fraudulent items
• Implement proper check cashing procedures
• Place holds on accounts as approved by Branch Management and provides notices to customers
• Successfully balance and complete end of day processes
• Properly complete Currency Transactions Reporting
• Verify customers identification following the Banks CIP procedures
• Report any and all suspicious activity and behavior to appropriate supervisor
• Successfully navigate and utilize OSI-DNA applications, and affiliated websites
• Handle in-person and over-the-phone customer inquiries, requests and maintenance, following the Banks service standards
• Maintain customer confidentiality at all times
• Demonstrate a thorough understanding of teller security and compliance responsibilities to include robbery procedures
• Remain current on Bank Policies and Procedures
• Professionally answer the telephone and follows-up in a timely manner
• Successfully promote and refer Bank products and services
• Actively participate in Bank community involvement activities
• Foster a positive and supportive team environment
• Maintain a professional image and appearance at all times
• Refer difficult customer situations to Branch Management
• Refer prospects to the Banks partners
• Prepare the daily Branch Settlement Log
• Prepare and count cash shipments
• Observe the appearance of the branch, report repairs and maintenance issues promptly
• Assist in the training of new tellers
• Complete on-going courses to maintain required compliance knowledge requirements
• Open new accounts or perform other operational positions
• Perform other duties as assigned

Requirements:

• High School Diploma or GED
• Six months cash handling experience
• Ability to attend off-site meetings and other branches as needed
• Excellent interpersonal and customer service skills
• Successfully promote and refer Bank products and services
• Maintain professional manner and appearance standards at all times
• Solid verbal and written communication skills
• Multi-task and follow detailed instructions

John Marshall Bank is an Equal Opportunity Employer. The projected wage range for this role is $18.32/hr - $27.48/hr, commensurate with skillset. At John Marshall Bank, we pride ourselves on being able to attract the best talent in the industry, therefore we offer a comprehensive benefits package which includes:

• Medical
• Dental
• 401K Retirement Plan w/ an Employer Match (4% match on 5% contributions)
• Vision
• Employee Assistance Program
• Flexible Spending
• Transit Reimbursement
• Long Term Care
• Paid Time Off
• Life and Disability Coverage

*At this time, John Marshall Bank will not sponsor a new applicant for employment authorization for this position*