POSITION SUMMARY: This position is the Bank’s expert on customer, deposit and loan account set-up and maintenance; responsible for the internal and external verification of customer account records; for providing customer care call coverage; for processing information related to tax reporting; and for supporting Bank products and services.

KEY RESPONSIBILITIES:

Customer/account maintenance: Verify that all customer/account maintenance activities have been processed accurately according to established Bank policy and procedures. Review customer account information (new accounts and changes) and process review activities on a timely basis. Assist branch personnel with questions or problems about customer account information. Refer problems or unusual situations to the Branch Operations Manager or Operations Officer.

• Internal verification tasks: Verify address changes, preauthorized transfers, stop payments, loan set-ups, loan maintenance, and other requested customer and account changes on time and accurately and comply with all Federal and State banking regulations and Bank/department policies and procedures related to these activities.
• External verification tasks: Respond in a timely manner to all balance verification requests originating outside the organization.
• Retail scanning: Receive and accurately scan all documents for permanent archiving in the Bank’s cold storage system.
• Other operations duties: Act as a backup for other deposit account operations functions such as items processing, ATM and mobile deposit review, and returned mail tracking.

Tax reporting: Enter and balance required information for annual tax reporting.

• US Savings Bonds: Enter and balance required tax information for the redemption of US Savings Bonds and prepare accurate year-end 1099-Int tax forms.
• Seller proceeds: Enter the required tax information from real estate transactions received from the Loan Department and prepare accurate year-end 1099-S tax forms.
• Construction loan disbursements: Maintain accounting of all loan-in-process disbursements and prepare accurate year-end 1099-MISC tax forms.

Customer care calls: Receive and respond to customer account inquiries in a professional and courteous manner concerning all Bank products and services, including but not limited to balance verifications, tracking deposits, fee explanations, and reconciliation assistance. Obtain information (check or statement copies, etc) for customers as well as assist customers with credit and debit card, internet and mobile banking, Bill Pay, and Bank-by-Phone needs. Refer unusual problems and fee reimbursement requests to the Branch Operations Manager or Operations Officer.

Support Bank products/services: Maintain knowledge of current KSB products and services. Actively utilize as many Bank products and services as possible in order to fully understand their features and benefits and to be able to communicate effectively with customers and prospective customers. Escalate or refer complicated questions to the Branch Operations Manager or Operations Officer.

• Electronic banking products: Act as a resource for electronic banking products (retail and business online banking, bill payment, mobile banking, and bank-by-phone) and the services offered within those products for Bank customers and staff. Fully understand all electronic banking systems and be able to communicate their features, benefits and usage to Bank customers and staff.
• Debit and credit card products: Utilize the Bank’s debit and credit card systems (Fiserv EFT). Assist with the maintenance of records for debit and credit cards and assist customers with troubleshooting, balance inquiries, travel, and other similar questions.

Talk to customers and listen for “cues and clues” to determine needs; respond to customer inquiries; suggest Bank products/services to customers; make referrals to other Bank personnel as appropriate.

Community/public relations: Actively participate in community organizations and events. Represent the Bank in the community.

Other duties: Demonstrate reliable attendance and punctuality. Handle telephone inquiries and provide information to customers, vendors and other departments in a professional and courteous manner. Attend and participate in Bank meetings. Attend internal and external training to improve skills and knowledge relevant to the account verification clerk position.

Perform other duties as required.

POSITIONS REPORTING TO THIS POSITION:

None EDUCATION/EXPERIENCE REQUIRED:

• High school graduate.
• 1 to 3 years’ experience in banking is desirable.
• Experience on the Fiserv system is desirable.
• Computer literate, with experience in word processing and spreadsheet applications; experience with loan processing systems desirable.

OTHER REQUIREMENTS: ****

• Must be able to prioritize and organize work flow; must have good attention to detail; must be able to handle multiple jobs.
• Must have the ability to analyze problem situations and determine appropriate options for resolution of the issue.
• Must be able use the telephone to converse with customers for extended periods of time; must be able to communicate clearly by telephone; must have good listening ability and skills.
• Must have a high degree of ethics and maintain confidentiality of customers and accounts.
• Must be friendly, courteous and sensitive to the needs of customers and coworkers.
• Must be able to lift files and other documents of approximately 20 pounds.
• Must be able to read and work with computer reports.
• Must be able to stand or sit for extended periods of time.
• Must be able to spend extended periods of time operating a computer keyboard and working at a computer monitor.

DEADLINE TO APPLY: Friday, March 29, 2019**

Qualified candidates must complete an employment application, which is available on the Kennebec Savings Bank website (www.kennebecsavings.bank), print, complete it and send it with a cover letter and resume by U.S. mail or scan and email to:

Linsey Gervais

Human Resources Coordinator

P.O. Box 50

Augusta, ME 04332-0050

• We are an Equal Opportunity Employer M/F/D/V.*

Job Type: Full-time

Experience:

• Regulations: 1 year (Preferred)
• Word Processing: 1 year (Preferred)
• Transaction: 1 year (Preferred)
• Transaction Coordination: 1 year (Preferred)

Education:

• High school or equivalent (Preferred)