Customer Contact Specialist

Company Overview

At Community State Bank, we are proud to be an independent, locally managed bank committed to enriching lives and elevating communities. Our vision is to be the preferred financial partner in every market we serve, and we live this out through our core values, F.A.I.R-Friendly, Accountable, Innovative, and Respectful. We believe in empowering our employees to make meaningful contributions, both inside the workplace and out in the community.

Essential Duties

Performs a variety of duties to support the Bank’s Customer Contact Center of which the following are illustrative:

• Handles inbound and outbound customer interactions related to account inquiries, transactions, digital banking, loan servicing, and fraud prevention.

• Provides accurate information about bank products and services, including all deposit accounts, debit/credit cards, loans, and online banking services.

• Assists customers with troubleshooting issues related to mobile apps, online banking, debit cards and ATM access. • Identifies, documents, and escalates suspicious activity or potential fraud in accordance with bank policies and regulatory requirements.

• Meets or exceeds performance metrics, including service level, average handle time, firstcontact resolution, quality, customer service satisfaction, and compliance adherence.

• Maintains current knowledge of applicable banking regulations and guidelines (including but not limited to Regulation E, BSA/AML, GLBA) as well as internal policies and procedures.

• Supports cross-selling initiatives by identifying customer needs and referring them to appropriate banking services. • Delivers a consistently professional, courteous, and empathetic customer experience in every interaction.

• Utilizes multiple systems and applications simultaneously to efficiently research and resolve customer inquiries.

• Learn, maintain, and demonstrate working knowledge of Contact Center software and associated applications; stay current on system upgrades, workflow changes, and newly released features to ensure effective performance.

• Adheres to assigned work schedules, including start times, breaks, and overtime as required to support business needs.

Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the workplace.

Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the bank’s compliance with all regulatory requirements.

Coordinates specific work tasks with other personnel within the department as well as with other departments in order to ensure the smooth and efficient flow of information.

Responds to inquiries relating to his/her particular area, or to requests from customers, other bank personnel, etc., within given time frames and within established policy.

As part of our commitment to serving the local market, team members are encouraged to actively participate in bank-sponsored community events and volunteer initiatives.

Basic Qualifications Education/Training: High school diploma or equivalent required; associate or bachelor’s degree in finance, business, or related field preferred. Skill(s): Proficient reading, writing, grammar, and mathematics skills; excellent interpersonal relations and communication skills; strong knowledge of customer service principles, practices, and technologies; analytical mindset with the ability to interpret data and make strategic decisions; proficiency in using contact center software and tools; problem-solving and conflict resolution; multitasking and time management; customer-focused mindset, ability to handle sensitive financial information with discretion and integrity. Experience: A minimum of one (1) year related experience in a banking or financial services contact center preferred.

General Responsibilities: Responsible for providing exceptional service and support for customers of the Bank through phone, email, and digital channels; strong understanding of bank products, services, and regulatory compliance; commitment to protecting customer information; resolving inquiries efficiently and professionally.