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Customer Service Representative (19235)

Designation: Direct Hire Category: Banking Location: Houston, TX
Salary: DOE Job Code: 19235  

Job Description:

The Customer Service Representative position is primarily responsible for performing a variety of customer services such as providing maintenance of checking and savings accounts and other services; back office services, answering questions from existing and prospective customers, etc. Work is varied in nature with changing priorities. Incumbent applies general knowledge of Customer Service and Back Office operations to work performed.  Works under general supervision and in compliance with established bank policies and procedures as well as all applicable state and federal banking regulations including the Bank Secrecy Act.

  • Assists bank customers by answering questions or resolving problems.
  • Responds to customer inquiries regarding basic account information (e.g., account balance, check clearance, loan payoff, etc.). Accepts stop payment and check orders; prints account history if time allows.
  • Troubleshoot to resolve problems for customers.
  • Provides maintenance of records for: Depository Accounts, Certificates of Deposit, IRAs, Safe Deposit Boxes, ATM/Debit Cards and Direct Deposits.
  • Processes and/or maintain records for overdraft/NSF accounts, Holds, Special Instructions, Return Mail, Signature Cards, etc.
  • Checks and verifies exception items.
  • Performs research for accounts when required.
  • Participates in business development program through aggressive cross-selling efforts to established consumer, commercial and credit card customers and prospective customers.
  • Perform other duties as assigned by Customer Service Manager, Senior Manager-Retail Operations and Senior Vice President-Cashier.



Knowledge, Skills & Abilities (Minimum education, experience, technical and communication skill levels and licenses/certificates normally required to perform the duties of this position.)

  • Possess knowledge of various government laws and regulations including Reg E, Bank Secrecy Act, Reg CC, OFAC requirements, deposit verifications, audit requirements, etc.
  • Ability to understand and explain all retail products and services in order to respond to customer inquiries
  • Basic math skills (addition, subtraction, multiplication, division)
  • Ability to understand and operate retail computer systems and applications
  • Intermediate oral and interpersonal skills with ability to recognize and respond to customers


This level of knowledge is normally acquired through completion of a high school diploma, or equivalent, and at least 6 months’ experience in the customer service area of a financial institution. 

Becky Barclay