Summary Maintains internal deposit accounts and ensures all funds are properly balanced; processes items, adjustments and transfers; and handles a high volume of customer inquiries by performing the following duties.

Essential Duties and Responsibilities include the following.

• Handles a high volume of telephone calls and assists customers with account inquiries in a friendly and professional manner.
• Executes customer's financial transactions such as account-to-account transfers, refunds, mail deposits, stop payments and research request in a timely and accurate manner.
• Assist customers with online banking resets and debit card issues.
• Maintains accurate customer information by making necessary address changes and corrections.
• Assist other bank employees with account questions and issues.
• Ensures quality of scanned documents.
• Processes and distributes return mail.
• Knowledgeable of all products and services offered by Origin Bank.
• Familiar with Image Center, Report Manager and DocuTreev.

• Process NSF/OD payment decisions, miscellaneous returns and special referral accounts.
• Prepares end of day balancing of returns and submits to the Data Center by 2:00 P.M.
• Prepare and process Return Deposit Items from Charge Back Manager.
• Monitors Reg CC holds for accuracy.
• Researches and processes items for Signature Validation.
• Monitor signature limits on Origin Bank Cashier Checks.
• Processes account verifications, confirmations and succession request.
• Processes or distributes Account Services mail and emails.

Supervisory Responsibilities                                                  

This job has no supervisory responsibilities.

Competencies - To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Uses reason even when dealing with emotional topics.

Technical Skills - Assesses own strengths and weaknesses; Strives to continuously build knowledge and skills.

Interpersonal Skills/Customer Service - Focuses on solving conflict, not blaming; Maintains confidentiality; Remains open to others' ideas and tries new things; Responds promptly to customer needs; Meets commitments.

Oral/Written Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit; Puts success of team above own interests.

Organizational Support - Follows policies and procedures; Supports organization's goals and values; Benefits organization through outside activities.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.

Professionalism - Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions.

Quality and Quantity - Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Completes work in timely manner.

Adaptability and Initiative - Adapts to changes in the work environment; Manages competing demands; Able to deal with frequent change, delays, or unexpected events; Asks for and offers help when needed.

Attendance/Punctuality and Dependability - Is consistently at work and on time; Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience                                                

High school diploma or general education degree (GED) with one to three months clerical and customer service experience preferred.  Knowledge of accounting helpful.

Language Skills                                                            

Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills                                                   

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability                                                       

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills                                                           

To perform this job successfully, an individual should have basic knowledge of computer applications such as the Internet, Outlook, Microsoft Word, Microsoft Excel and banking software.  Ability to use basic office machines including 10-key, computer keyboard, telephone, fax machine and copy machine.

Customer Service Skills                                                            

Ability and judgment to interact and communicate appropriately with other employees, customers and supervisor.  Ability to serve customers, both internal and external, (community/public) in a manner that will reflect superior customer relations and enhance the overall marketing effort of Community Trust.  

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl.  The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

This job description reflects management's assignment of essential functions.  It does not prescribe or restrict the tasks that may be assigned.  Community Trust Bank shall, in its discretion, modify or adjust the position to meet the Bank’s changing needs.  This job description is not a contract and may be adjusted as deemed appropriate in the Bank’s sole discretion. 

Origin Bank is an equal opportunity employer and we do not discriminate in hiring or employment on the basis of race, color, sex, age, marital or veteran status, non-job related disability, religion, national origin, genetic information or any other basis protected by law.

Remote positions are intended to be filled in states within our footprint, which includes: Alabama, Florida, Louisiana, Mississippi, and Texas.  Any exception to this policy requires further regulatory review and approval by management.