Customer Service Representation II

Customer Service Representative II (CSR II)

*This is an on-site position and is not eligible for remote work.*

Position Summary

The Customer Service Representative II is responsible for providing exceptional customer service while performing a broad range of retail banking transactions with accuracy, efficiency, and professionalism. This position serves as an experienced frontline representative of the bank, building customer relationships, identifying customer needs, resolving issues, and supporting branch operations. The CSR II is expected to operate with a high degree of independence, demonstrate advanced knowledge of products and services, and assist with mentoring and training less experienced staff.

Essential Duties and Responsibilities

• Provide outstanding customer service and create positive customer experiences during each interaction.
• Process customer transactions accurately and efficiently, including deposits, withdrawals, payments, transfers, cashier's checks, and cash advances.
• Balance cash drawer and maintain accurate records in accordance with bank policies and procedures.
• Handle large cash transactions and maintain appropriate cash limits while adhering to security protocols.
• Assist customers with account inquiries, online banking services, debit card services, and product recommendations.
• Identify opportunities to cross-sell and refer customers to appropriate banking products and services based on their financial needs.
• Resolve customer concerns and service issues professionally and in a timely manner.
• Maintain thorough knowledge of bank products, services, policies, and regulatory requirements.
• Assist with branch operational duties, including opening and closing procedures, vault balancing, ATM servicing, and cash supply management as assigned.
• Support branch management in training and mentoring new Customer Service Representatives.
• Participate in community events and bank initiatives as requested.
• Ensure compliance with all applicable banking regulations, BSA, AML, OFAC, security procedures, and internal policies.
• Maintain confidentiality of customer and bank information at all times.
• Perform additional duties and responsibilities as assigned.

Required Qualifications

• High school diploma or equivalent required; post-secondary coursework in business, finance, or related field preferred.
• Minimum of two (2) years of banking, or financial institution experience required.
• Demonstrated ability to accurately process transactions while maintaining attention to detail.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to build and maintain professional relationships with customers and coworkers.
• Proficiency with computer systems, Microsoft Office applications, and banking software.
• Working knowledge of retail banking operations, products, and regulatory requirements preferred.
• Proven ability to handle confidential information with discretion.

Physical Requirements

• Ability to remain in a stationary position for extended periods of time while serving customers.
• Must be able to frequently move throughout the branch to assist customers, access equipment, and participate in operational activities.
• Ability to lift, carry, transfer, push, and/or move cash and coin shipments weighing up to 50 pounds on a regular basis.
• Ability to safely transport large cash and coin deliveries between vaults, teller areas, cash dispensers, and storage locations.
• Ability to bend, stoop, reach, kneel, and operate office and banking equipment.
• Manual dexterity sufficient to count cash, process transactions, operate computers, scanners, coin equipment, and other banking devices.
• Ability to visually inspect transaction documents and computer screens and communicate effectively with customers and coworkers.

Preferred Qualifications

• Previous banking, teller, or customer service experience in a community banking environment.
• Experience balancing cash drawers with high transaction volumes.
• Experience handling vault cash, ATM cash management, or large cash and coin inventories.
• Demonstrated success in identifying customer needs and referring bank products and services.