Customer Service Representative

POSITION SUMMARY

The Customer Service Representative (CSR) serves as a relationship-focused banking professional responsible for delivering exceptional customer service and personalized financial solutions. This position assists customers with account inquiries, account opening, account maintenance, consumer and business banking services, and digital banking support through in-person, telephone, and electronic channels. The CSR builds strong customer relationships, identifies opportunities to recommend banking products and services, and ensures compliance with all bank policies and regulatory requirements. Ideal candidates will possess strong customer service experience, retail banking experience, financial services experience, or a demonstrated ability to build customer relationships in a professional environment.

DUTIES AND RESPONSIBILITIES

Customer Service Excellence & Relationship Management

• Provide a high-touch customer experience by delivering knowledgeable, professional, and responsive service during every customer interaction.
• Build and maintain long-term customer relationships through proactive communication, follow-up, and needs-based conversations.
• Demonstrate problem-solving and conflict-resolution skills when addressing customer concerns, account issues, and service requests.
• Assist customers with digital banking services, online banking enrollment, mobile banking applications, debit card services, and electronic banking solutions.
• Maintain a thorough understanding of bank products, services, and procedures to effectively guide customers toward appropriate financial solutions.

Relationship Banking, Sales & Business Development

• Conduct consultative conversations to identify customer financial needs and recommend appropriate deposit, lending, treasury management, and electronic banking products.
• Generate quality referrals through relationship-based sales practices that support branch growth and customer retention objectives.
• Develop and deepen customer relationships by identifying opportunities for additional banking products and services.
• Actively support branch goals for account acquisition, deposit growth, customer retention, and referral generation.

New Accounts & Account Administration

• Open and service consumer and business deposit accounts in accordance with bank policies and regulatory requirements.
• Complete customer onboarding activities, including account documentation, account maintenance, signature updates, and account reviews.
• Ensure account opening documentation meets Customer Identification Program (CIP), Know Your Customer (KYC), and Bank Secrecy Act (BSA) requirements.

Specialized Banking Services

• Maintain and manage safe deposit box records, availability, and leasing processes.
• Process wire transfers and related agreements according to procedures.
• Accept business online banking applications.
• Handle debit card disputes and coordinate with the Fraud Department.

Compliance & Risk Management

• Maintain ongoing compliance with BSA/AML regulations, Customer Identification Program (CIP) requirements, OFAC guidelines, and internal risk management procedures.
• Identify and escalate suspicious activity, fraud concerns, and operational risk issues in accordance with bank policy.
• Ensure accuracy, confidentiality, and adherence to all regulatory requirements governing customer information and account documentation.

Administrative & Operational Duties

• Maintain inventory of account-related materials and supplies.
• Send CD notices and other customer correspondence.
• Scan, upload, and index documentation through applicable systems.
• Assist other departments and perform additional duties as assigned.

Teamwork & Professional Conduct

• Maintain professional relationships with coworkers, customers, and management.
• Follow supervisor direction and work collaboratively in a team environment.
• Participate in training and contribute to team knowledge sharing.

EDUCATION AND EXPERIENCE REQUIRED

Required

• High school diploma or equivalent.
• Minimum of 2 years of new accounts OR banking experience, or completion of internal training.
• Strong customer service, communication, and interpersonal skills.
• Basic to advanced computer proficiency (Microsoft Office and banking systems).
• Ability to multitask, stay organized, and work in a fast-paced environment.

Preferred

• Three or more years of banking or sales experience.
• Knowledge of banking systems such as Fiserv, NuPoint, NAC, Card@Once, IMM, BPM, or similar.
• Completion of banking education courses.
• Bachelor’s degree in a related field.

COMMUNICATION

• Must be able to provide information to supervisors, co-workers, and customers both verbally and in written format.

PREFERRED QUALIFICATIONS

• Previous banking, financial services, credit union, or retail banking experience preferred.
• Experience opening and servicing consumer and business accounts preferred.
• Demonstrated success providing exceptional customer service and building customer relationships.
• Experience with sales referrals, cross-selling, or consultative customer interactions preferred.
• Strong verbal and written communication skills.
• Proficiency with banking software systems, Microsoft Office, and digital banking platforms.
• Working knowledge of deposit accounts, consumer banking products, and banking regulations preferred.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.

PHYSICAL REQUIREMENTS

• Ability to work at a computer for extended periods.
• Ability to communicate effectively in person and by phone.
• Ability to lift 10–15 pounds and perform occasional physical tasks (e.g., reaching, squatting).
• Ability to remain attentive, follow instructions, and make sound decisions in a fast-paced environment.

MENTAL REQUIREMENTS

• Ability to remain attentive and detail-oriented throughout the workday
• Ability to make sound decisions in a fast-paced environment
• Ability to follow procedures and regulatory requirements precisely
• Ability to manage multiple priorities while maintaining composure

BEHAVIORAL REQUIREMENTS

• Demonstrate integrity, confidentiality, and ethical behavior
• Maintain a high level of accuracy and attention to detail
• Exhibit accountability and ownership of work
• Promote a culture of compliance and continuous improvement
• Work collaboratively with team members and departments

Salary : $20 - $30