Reviews new and revised deposit account documentation and IRA administration; verifies the accuracy of input to the application and CIS system records. Performs verification of file maintenance to deposit accounts; performs data entry and a variety of changes to deposit accounts through online file maintenance; verifies the accuracy of account closings. Maintains and scans original documents.

Essential Duties and Responsibilities:                                                                     

Completion of Objectives Assigned (60%): 

• Supports branch personnel with all facets of IRAs.
• Receives new and revised IRA documents and verifies for accuracy comparing customer information, trancodes, and age requirements for reporting purposes.
• Adjusts accounts to reflect all necessary corrections.
• Maintains a demonstrated knowledge of all IRA regulations.

• Verifies the accurate use of system codes, data fields, and other application controls used in the opening of new accounts, comparing signature cards and other documents to the customer account application and Central Information System records.
• Evaluates on-line account maintenance, customer account signature cards and        other documents for accuracy and completeness; comparing on-line account records to documentation submitted by the branch.
• Reviews the closed account report to ensure accounts have been closed correctly; corrects all errors in closing and reports to the branch employees as necessary.
• Examines Corporate Resolutions, Articles of Incorporation, and other commercial account documents for accuracy.
• Reviews address changes and/or name changes to customer account records in accordance with established procedures
• Verifies customer Stop Payment and Hold forms to on-line account records.
• Approve mobile deposits.
• End of day balancing and closing of SCO

Quality of Work (15%):

• Develops and maintains a working knowledge of all products and services offered by the Bank.
• Maintains an understanding of, and complies with, applicable banking regulations as well as internal policies and procedures.
• Participates in on-going training in Bank’s products, services, and system technology relating to customer service.
• Maintains a working knowledge of the Bank’s core applications and CIS system as they relate to establishing and maintaining customer information files.
• Contributes to weekly huddles with knowledge learned throughout the previous week.
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Phone-Based Customer Service (10%):  

• Answers all customer phone calls (internal/external) in no more than three rings.
• Resolves all customer concerns in a timely manner with follow-up, if necessary
• Assesses customer needs and suggests specific additional Bank products and services to meet those needs.
• Utilizes SharePoint and additional programs, including Fiserv EFT, CheckFree, Director, and BPM in response to customer service requests.
• Provides support to Retail branches to include network systems, policy and procedures, and assist with customer issues.
• Maintains confidentiality of customer account information

Administration Accountability (10%):  

• Maintains and submits accurate records of the number of all file maintenance errors and/or other statistical information required by management.
• Performs entries to customer accounts and general ledger accounts within defined authority; submits to department manager for approval.
• Implements adjustments, corrections, and changes to accounts as appropriate.
• Operates network computers/software and other equipment necessary to process customer information and maintain the integrity of the Bank’s customer information database.

Special Projects/Other (5%):  

• Ensures full functionality in performing all assigned back-up duties. including approving mobile deposits and closing SCO.
• Assists with special projects and other duties as assigned.

Education and Experience: 

• High school diploma or equivalent is required.
• Associate degree in accounting or business administration preferred. 
• A combination of education and experience will be considered.

Knowledge, Skills, and Abilities:  

Two years File Maintenance and/or Customer Service experience in a bank or retail environment (or a combination) required; one-two years of experience in a bank branch preferred; demonstrated proficiency in the use of standard PC software packages such as Microsoft Office Suite.  Effective organizational and time management skills required; strong attention to detail and basic math skills are required.  Excellent communication, problem-solving, and PC skills are required. Exceptional telephone etiquette is also required; skilled in identifying sales and cross sale opportunities preferred. Ability to communicate effectively with people at all levels is required; ability to effectively communicate information clearly through all media channels. A demonstrated ability to read and understand a variety of reports, spreadsheets, and forms is preferred. Must be able to demonstrate flexibility and commitment in a team environment.

Physical demands:  

Employee may experience the following physical demands for extended periods of time: view computer monitors, keyboarding, sitting, motion of fingers/hands/wrists, and standing/walking. 

Work Environment:

Work is performed onsite in an operational office environment.

Note:

This job description contains the essential functions, duties, and responsibilities of the position in accordance with the Americans with Disabilities Act (ADA).  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. C&F Bank reserves the right to make future revisions to this job description and the inherent responsibilities of the position based on the needs of the organization.  

Equal Employment Opportunity Statement -- C&F is committed to providing equal employment opportunity to all qualified persons and reaffirms in policy and practice that it shall not discriminate against applicants or employees because of race, color, religion, gender, age (over 40), disability, genetic information, veteran status (disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, Armed Forces service medal veterans, and Vietnam era veterans), national origin, or any other consideration protected by applicable federal, state, or local law. This applies to all areas of employment, including promotion, transfer, layoff, termination, compensation, benefits, recruitment advertising, recruitment, and selection for training.