What Does a Bank Customer Service Officer Do? (With Skills)

By Indeed Editorial Team

Published 26 April 2022

The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.

If you enjoy helping the public and have an interest in finance, you may enjoy being a bank customer service officer. Understanding what bank customer service officers do can help you decide if it's a career you're interested in. You may find employment as a bank customer service officer in a bank, building society or credit union. In this article, we explain what bank customer service officers do and detail the skills and qualities that can help people succeed in customer service jobs at banks.

What does a bank customer service officer do?

The answer to the question 'What does a bank customer service officer do?' is that they perform routine transactions and answer questions for bank customers. They may perform their duties face-to-face or remotely over the phone or internet, depending on the bank. Here are some of the common duties you may perform in a customer service job in banks, building societies or credit unions:

Processing deposits

People with bank customer service jobs accept cash, money orders and cheques that customers want to deposit in their accounts or the accounts of businesses, family members and friends. Processing these deposits may also involve converting currency. The bank customer service officer processes the deposit and issues a receipt and statement for the customer's records. The receipt shows the amount deposited and the date and time of the transaction. The statement, for deposits in personal accounts, shows how much the customer has in their account.

Processing withdrawals

Similarly, bank customer service officers can process withdrawals for customers who want to take money out of their accounts. They may give the customer their requested withdrawal in cash or as a cheque. As with deposits, they issue a receipt and statement for the withdrawal.

Cashing cheques

Customers who prefer receiving cash for a cheque, rather than depositing it, can present it to the bank customer service officer. The bank customer service officer can process the cheque and give the customer the corresponding cash amount. They may also choose to receive some of the cheque's value in cash and deposit the rest. The bank customer service officer issues a receipt to show they have processed the cheque.

Providing change

People with banking customer service jobs can also change money for customers. They may exchange small coins for larger notes for easier handling. They can also break large notes into small coins for vending machines and coin laundries.

Collecting loan payments

Bank customer service officers collect loan payments from customers who pay installments in person. The bank customer service officer deposits the installment into the loan account and issues a receipt and statement. Bank customer service officers can collect loan payments for any loan, including mortgages and personal loans. If a customer misses their payment date, the bank customer service officer may call them to remind them the payment is overdue.

Giving customers advice about the bank and its facilities

People with customer service banking jobs have good general knowledge about the bank and its products and services. They use this knowledge to teach customers how to use bank facilities, such as the bank's mobile app or online banking on the website. They can also suggest products or services that may meet the customer's banking needs or help them achieve their financial goals.

Answering customer questions

The knowledge bank customer service officers have also helps them answer customer questions. For example, telephone bank customer service officers may tell customers where their nearest branch is. A bank customer service officer may also advise customers how long a transfer may take or suggest how to recover funds in fraud cases.

Exchanging currency

Customers preparing to travel overseas may go to their bank to exchange their local funds for international currency. A bank customer service officer can advise customers about the exchange rate and exchange the local currency. They may provide local currency on the spot or order foreign currency for the customer, depending on the bank.

Opening and closing accounts

Bank customer service officers can open new accounts for new and existing bank customers. They collect and verify customer identification and instruct them to complete new account forms in full. Bank customer service officers then explain the new account's features and fees. They may also give customers a brochure or product information statement with more detailed information. Bank customer service officers can also close customer accounts at the request of their owners or other authorised people.

Balancing cash in the register

At the end of the day or their shift, the bank customer service officer balances the cash in their register. This process involves counting the cash and cheques in the register, sometimes under the supervision of the bank manager. The bank customer service officer ensures the amount of money in the register matches the balance at the start of the shift and the balance of deposits and withdrawals made during the shift. They inform their supervisor of any discrepancies in the balance.

What skills do good bank customer service officers have?

The most successful employees with customer service jobs in banks have various technical and soft skills they apply to their daily duties. These skills help them perform accurate transactions and give accurate advice and excellent service to customers. Here are some of the common skills relevant to jobs in bank customer service:

Customer service

The title suggests the importance of customer service skills for a bank customer service job. The best bank customer service officers do whatever it takes to satisfy customers. If they're unable to help a customer, they refer them to a bank manager or specialist who can assist.

Related: 12 Good Customer Service Examples

Knowledge of the financial institution

The most successful bank customer service officers have a deep understanding of the financial institution, its products and its services. Their knowledge helps them match customers to the products and services that suit them best. It also helps them efficiently and accurately answer customer questions. Customers often feel more satisfied when dealing with knowledgeable customer service representatives.

Verbal communication skills

Bank customer service officers use verbal communication skills to interact effectively with customers. Clear communication helps customers understand a bank customer service officer's advice and the answers to their queries. A good bank customer service officer can adapt their communication style to communicate effectively with various customers, including children, business owners and members of the general public.

Related: Types of Verbal Communication (With Importance and Tips)

Attention to detail

Good attention to detail helps bank customer service officers perform accurate customer transactions. They quickly notice errors, such as mistyped figures and notes stuck together. They correct these errors quickly to keep the customers happy and registers in balance. Their attention to the details in customer queries can also help them provide the most accurate information.

Related: How to Improve Your Attention to Detail in 4 Steps

Computer literacy

Bank customer service officers use computers to perform most customer transactions. The best bank customer service officers can use these tools efficiently to minimise delays for customers. Familiarity with banking software and general programs, such as email clients and web browsers, is important. Good computer literacy helps a bank customer service officer adapt to different software if they move to a different financial institution. Financial institutions also look for fast and accurate touch typists.

Related: Computer Literacy: What It is And How You Can Improve Yours

What qualities do good bank customer service officers have?

The best bank customer service officers also share common qualities that complement their skill sets. Here are some of the common qualities bank customer service officers have:

Friendliness

As the main point of contact for customers, the best bank customer service officers are friendly people. They enjoy interacting with others, including people and bank employees. This makes them approachable and pleasant. It also helps them focus on the customer as a person, rather than an account. A friendly customer service officer can be a great ambassador for the financial institution.

Helpfulness

The most successful bank customer service officers genuinely want to help people. Their desire to help motivates them to find the best banking products and services for customers. Their caring nature improves the experience of customers. When customers feel the bank's employees help them, they're more likely to stay loyal to the financial institution.

Empathy

The best bank customer service officers can look at issues from the perspective of their customers. Their empathy helps them understand what customers need from them and motivates them to deliver it. Their understanding also helps them stay patient when faced with customer complaints. The empathy of a good bank customer service officer can help customers feel understood and valued. This can diminish their frustrations and improve their mood.

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