Customer Service Representative

Full-Time Customer Service Representative

Department: Retail

Reports To: Branch Manager

FLSA Status: Non-Exempt

Supervisory Responsibilities: None

Job Summary

The Full-Time Customer Service Representative is a versatile retail banking professional responsible for supporting all areas of branch operations, including teller services, account opening, customer relationship management, and operational support. This position plays a critical role in delivering exceptional customer experiences while ensuring transactions are processed accurately, efficiently, and in compliance with bank policies and regulatory requirements. The Full-Time Customer Service Representative serves as a trusted resource for customers by identifying financial needs, promoting appropriate products and services, and supporting the overall success of the branch through teamwork, adaptability, and a commitment to service excellence.

Key Responsibilities

Customer Service & Relationship Management

· Provide exceptional customer service through friendly, professional, and knowledgeable interactions.

· Build and maintain strong customer relationships through meaningful conversations and proactive service.

· Assist customers in person, by telephone, and through digital channels.

· Research and resolve customer questions, concerns, and account-related issues.

· Identify customer needs and recommend appropriate banking products and services.

· Promote customer retention by delivering a positive and consistent banking experience.

Teller Operations & Transaction Processing

· Process customer transactions including deposits, withdrawals, transfers, loan payments, check cashing, and other account activity.

· Maintain balanced cash drawers and accurately reconcile transactions.

· Process night drop transactions, mail transactions, and related operational activities.

· Assist customers with debit card issuance, maintenance, and replacement services.

· Follow all cash handling, balancing, and security procedures to protect bank assets.

Account Services & Retail Banking Support

· Open new consumer and business deposit accounts in accordance with bank policies and procedures.

· Perform account maintenance, customer updates, and documentation reviews.

· Assist customers with account servicing needs and product inquiries.

· Ensure all required customer documentation is accurate, complete, and maintained appropriately.

· Support customer onboarding and relationship development efforts.

Branch Operations & Cash Management

· Perform cash handling functions including coin and cash orders, ATM balancing, and vault support activities.

· Assist with daily branch balancing and operational procedures.

· Monitor branch operations to ensure efficient workflow and customer service delivery.

· Support operational projects and branch initiatives as assigned.

· Assist other departments when needed to support overall bank operations.

Fraud Prevention, Compliance & Risk Management

· Monitor customer transactions and account activity for potential fraud, scams, or suspicious activity.

· Escalate concerns appropriately in accordance with bank procedures.

· Maintain confidentiality of customer and bank information.

· Ensure compliance with all bank policies, procedures, and regulatory requirements.

· Support audit, balancing, and operational review activities as requested.

Teamwork & Organizational Support

· Collaborate with team members to ensure adequate branch coverage and operational support.

· Contribute to a positive, respectful, and team-oriented work environment.

· Demonstrate flexibility and willingness to assist in multiple areas of the bank.

· Participate in training and professional development opportunities.

· Perform additional duties and special projects as assigned.

Knowledge, Skills & Abilities

· Excellent customer service, communication, and interpersonal skills.

· Strong attention to detail and organizational abilities.

· Ability to manage multiple tasks and priorities in a fast-paced environment.

· Strong problem-solving and decision-making skills.

· Basic proficiency with banking systems, Microsoft Office applications, and office equipment.

· Ability to maintain confidentiality and exercise sound judgment.

Education & Experience

· High school diploma or equivalent required.

· Previous customer service, cash handling, or banking experience preferred.

· Experience working in a customer-focused environment preferred.

· Reliable transportation and willingness to travel between branch locations when needed.

Bank of the Flint Hills is an Equal Opportunity Employer. We are committed to creating an

inclusive environment for all employees.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan

Work Location: In person