Apple River State Bank
  • Galena, IL, USA
  • DOE
  • Full Time

401k/Profit Sharing, Health Insurance, Dental & Vision Insurance, Life Insurance, Disability, and Flexible Spending

This position will work Monday through Friday from 8 am to 5 pm with occasional Friday nights until 6 pm and Saturdays from 8 am until 12 pm.  This position may fill in as a Teller as needed, so flexibility in hours is required.

Job Summary:

The position of Customer Service Representative is responsible for processing all new account transactions; assisting customers in their selection of various accounts and financial services; cross-selling the Bank's products and services; opening, maintaining and closing of all account types; performing branch clerical duties; promotes business for the Bank by maintaining good customer relations and referring customers to appropriate staff for new services. The position of Customer Service Representative also is required to be fully knowledgeable and skilled in the areas of teller, vault, safe deposit and basic branch operation functions, and is required to assist in the cross-training of less experienced branch staff members.

Supervisory Responsibilities:

The position of Customer Service Representative is not responsible for the supervision of any employee(s); however, the incumbent is required to provide leadership, training and support to less experienced Customer Service Representatives and other branch staff members.


  • Assess the needs of the customer and explain different types of accounts available and assist in the selection of the most appropriate product for the customer's needs.
  • Open new personal or business accounts including checking and savings accounts, certificates of deposit, safe deposit boxes, individual retirement accounts, internet banking services, ATM and debit cards and credit cards; accurately prepare all related documentation.
  • Provide accurate and timely service on account maintenance and research requests, change of address requests, stop payment requests, telephone, and wire transfer requests, check orders, funds transfer requests, and other customer requests.
  • Answer questions, give explanations and solve problems for customers in person, over the telephone and through correspondence.
  • Develop, expand, and maximize customer relationships by being alert and responsive to opportunities to offer additional products and services that benefit the customer and promote customer retention.
  • Acquire and maintain knowledge of relevant products, services, policies, and procedures.
  • Acquire and maintain thorough knowledge and understanding of compliance and regulatory issues relating to teller and customer service areas.
  • Provides support to all assigned areas of branch operations where service or assistance is needed, which may include new accounts, teller, and safe deposit.
  • Operates computer terminal or personal computer to process account activity; determine balances and resolve problems within given authority.
  • May represent the Bank in various community, civic, and community reinvestment functions to further enhance the Bank's image and develop additional business.
  • Gathers data and process various reports and callbacks.
  • Types routine letters, reports and forms.
  • Cross-trains less experienced branch personnel.
  • Maintains files, copies, and faxes documents.
  • Performs official notary service duties if bonded as a Notary Public.
  • Orders foreign currency.
  • Loads gift & travel cards.
  • Maintains and fills ATM's as necessary.
  • Performs other duties as assigned by the Supervisor. 

Required Skills/Abilities:

  • Excellent customer service skills.
  • The ability to prioritize and make on-the-spot decisions regarding customer transactions, weighing customer satisfaction issues with Bank exposure to loss or fraud.
  • Basic math skills; calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; all in a timely manner
  • In-depth knowledge of all bank deposit products and policies
  • Basic knowledge of bank loan, trust and investment center products.
  • Ability to work in a fast-paced environment
  • Ability to work well under pressure
  • Ability to cross sell
  • High degree of accuracy
  • Effective oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, speak clearly to customers and employees.
  • Effective organizational and time management skills.
  • Ability to complete training to obtain knowledge of various federal regulations and roles and responsibilities relating to each regulation.
  • Ability to work with minimal supervision while performing duties.
  • Proficient with Microsoft Office platforms such as Word, Excel, and Outlook. 

Education and Experience:

  • High school diploma or general education degree (GED); and 1 year of related experience and/or training; or the equivalent combination of education and experience.
  • Sales experience with prior customer service experience preferred. 

Physical Requirements:

  • Prolonged periods sitting at a desk, working on a computer, and answering phones.
  • Must be able to lift 25 pounds at times.
Apple River State Bank
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