Customer Service Representative

Position Overview:

NexBank is seeking a Customer Service Representative to join their Deposit Operations team. This position will be staffed through Phoenix Trading, Mortgage Services and Analytics, as a full-time role dedicated to NexBank (http://www.nexbank.com).

The Customer Service Representative reports to the AVP, Deposit Operations Manager and provides assistance to the Preston Center branch and other departments as needed. This role strives to deliver excellent customer service to the bank’s internal and external customers. This is a fully in-person role based in Dallas, Texas.

Essential Duties & Responsibilities:

• Provide daily support and direction for deposit operations back-office processing, including but not limited to Day 2 validation (file maintenance, non-post, NSF), new/closed account review and account confirmations.
• Open new personal and business deposit accounts, including CIP/KYC verification, obtaining required identification, and completing signature cards.
• Verify new account documentation and system coding for accuracy (account type, tax reporting status, ownership structure, signer authority, holds and flags) prior to activation.
• Obtain and verify beneficial ownership certification for business accounts per CDD rule requirements
• Manage the process for new business account openings for our family of companies, including adding/removing signers upon hire/termination, properly notifying relevant parties of internal account openings, and ensuring accounts are only opened with proper authorization.
• Process account closures per customer request or bank policy, including verifying zero/final balance, issuing official checks for remaining funds, and properly coding the account as closed in the system.
• Ensure closed accounts are removed from applicable services (debit cards, overdraft protection, e-statements, etc.)
• Work assigned daily operational reports (e.g., dormant accounts, new accounts, overdrafts, exceptions, dormant accounts, large currency, QC) timely and accurately, escalating items as needed.
• Assist with input, verification, and release of wire transfers, including required screening and callback procedures per bank policy.
• Review and clear items in the OFAC/watchlist queue per bank procedure, escalating potential matches to the BSA/compliance officer.
• Respond to customer inquiries received by phone, email, mail, or in person, directing to appropriate staff when needed.
• Assist customers with routine account-related requests such as: EFTs, AFTs, stop payments, inquiries about bank deposit products and service charges, ATM/debit card usage and limits, checking and savings account transactions, funds availability, and check verification requests by third parties.
• Research and resolve customer problems, acting as liaison between other bank departments when necessary.
• Perform customer-requested research, including printing statement and check copies.
• Assist with other bank operations or teller duties as assigned.

Education & Experience:

• Bachelor’s degree (B.S. / B.A.) from an accredited educational institution, required.
• 5+ years in banking center operations, preferred.
• Proficiency in Microsoft Office Suite (Word, Excel, and PowerPoint), required.
• Experience utilizing Jack Henry, Fiserv, or another mainstream bank core operating system, required.

Job Type: Full-time, temporary (6-8 month approximate duration)

Pay: $18 per hour starting rate

FLSA: Non-exempt, eligible for overtime

Schedule: M-F, 8am-4pm CT

Work Location: 2515 McKinney Ave, Dallas, TX 75201

Pay: From $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person