Account Services Representative

Grand Rapids State Bank is seeking an Account Services Representative. The successful candidate will be responsible for opening new accounts, including checking, savings, CDs, ATM & debit cards, safe deposit boxes, etc. The position is also responsible for assisting customers with questions regarding their accounts and analyzing customer needs and recommending bank products & services.

To perform this job successfully, the individual must be able to satisfactorily perform each essential duty listed below:

Process new accounts to expand customer base

• Open new accounts following management approval
• Orient new customers to Bank products and services
• Maintain account records to keep information accurate and current
• Schedule outside calls with existing customers

Recommend and sell appropriate products and services to strengthen customer relationships

• Make recommendations to customers to expand their use of the Bank’s products and services
• Execute the appropriate forms necessary to provide new products and services
• Respond to customer questions and concerns

Record all account/customer status changes

• Update customer demographics (i.e., mother’s maiden name, driver’s license numbers, phone numbers, etc.)
• Perform customer profile changes (i.e., address changes)
• Perform signature card changes
• Add signers to accounts
• Add status codes and remarks on accounts
• Scan signatures on new accounts and changes on re-opened/existing accounts
• De-scan closed account

Oversee growth, sales and ongoing development of the debit and credit card programs

• Acquire new credit and debit cardholder accounts
• Serve as liaison between bank and card processing agent
• Remain current on all compliance issue and industry trends

Assist ATM, credit and debit card customers

• Investigate and/or respond to customer questions regarding card issues/problems
• Assist with debit and credit card fraud cases
• Process credit card payments
• Assist customers with card technology and applications
• Perform credit and debit card account maintenance

Responsible for balancing, servicing or repairing ATMs

• Maintain supplies
• Responsible for ATM compliance, balancing and software upgrades
• Responsible for servicing ATMs on weekends or after normal business hours

Manage the merchant portfolio

• Attract new customers to the merchant program
• Maintain all merchant files and oversee accurate completion of merchant setup forms
• Serve as liaison between merchant provider and customer

Provide service to all walk-in and telephone customers

• Provide information to customers face-to-face or via telephone
• Assist, as needed, in routing telephone calls to the appropriate person or department
• Identify new methods of providing superior customer service to walk-in and telephone customers

Respond to customer problems and requests in an efficient, accurate, and courteous manner

• Respond to customer inquiries regarding account related issues or bank policies
• Provide information/assistance or routes caller to appropriate staff member
• Identify opportunities and make recommendations to cross sell bank products and services to customers
• Reconcile statements upon request and perform research projects as needed

Education Requirements:

Two years post-high school degree preferred

Minimum Experience:

Two years of previous banking experience

Salary Range:

$40,000 to $50,000 annually, depending upon experience

Benefits Available:

• Health
• dental
• vision & life insurance
• long & short-term disability
• 401(k)
• paid holidays
• paid time off

Equal Opportunity Employer