Customer Service Agent (CSA)

The CSA receives and pays out money, as well as accurately keeps records of money and negotiable instruments involved in various transactions. The CSA meets the needs of customers by providing quality service through accurate and efficient process and record routine transactions for customers including accepting bill payments, selling of phone cards, Cambio services and money transfers. Promote and advise on the company’s products and services.

• Receive and count Float (working cash) at the beginning of shift.
• Balance currency, coin, and checks in cash drawers at ends of shifts, and calculate daily transactions using computers, calculators, or adding machines.
• Identify customers and process customer transactions for Cambio, Remittance, Bill Payment, and Phone Cards.
• Accept cash, checks and debit/credit cards for payments and check accuracy of payment slips.
• Enter customers' transactions into computers in order to record transactions and issue computer-generated receipts.
• Check incoming cash from customer for counterfeit bills, and verify amount is correct.
• Examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons making payments and the legality of the documents.
• Receive and verify cash from Supervisor for MoneyGram transactions and make payments to the customers.
• Record all transactions promptly, accurately and in compliance with company’s procedures.
• Balance currency, cash and checks in cash drawer at end of each shift
• Attempt to resolve issues and problems with customers.
• Explain, advise on and promote Prime Trust Financial Corporation products and services to customers.
• Ensure compliance with all internal controls and established policies and procedures not limited to Anti-Money Laundering (AML) and Counter Financing of Terrorism (CFT) Policy and Procedures Manual.
• Obtain and properly record required documentation from customer on transactions exceeding the threshold set by the industry’s regulatory agency.
• Fill out necessary documentation for each transaction as required by BOJ and AML regulations.
• Identify transaction mistakes when debits and credits do not balance.
• Refer customers to the proper department (Supervisor) for issues that cannot be resolved at the teller line if necessary.
• Ensures that customer identification submitted is valid.
• Ensures that accurate receipts are issued for customer transactions/payment
• Performs clerical duties necessary for the completion of assigned tasks (including answering telephone calls).
• Reconciles cash drawer by proving cash transactions; counting and packaging currency and coins; turning in excess cash to head teller; maintaining supply of cash and currency.
• Sort and file transaction slips
• Maintains customer confidence and protects operations by keeping information confidential.
• Contributes to team effort by accomplishing related results as needed.
• Always maintain a clean and orderly workstation.
• Performs any other related duty assigned from time to time.

• Strong customer service skills
• Strong numerical ability
• Good listening and communication skills
• Customer service orientation
• Accuracy and attention to detail
• Time management
• Problem solving
• Honesty and Integrity
• Teamwork
• Stress tolerance
• Must be able to perform clerical tasks, such as typing and filing.

• High school diploma or equivalent • Some clerical, administrative, sales or customer service experience preferred • Previous cash handling experience. • Knowledge of customer service principles • Relevant computer skills • Knowledge of AML/CFT is an asset