Customer Service Representative

Job Title: Customer Service Representative (CSR)Reports To: Branch Manager (BM)FLSA Status: Full Time-Non-ExemptDepartment: Retail BranchJob Function Summary:The Customer Service Representative position is considered an entry level position into the Retail Division of the bank. The role of a CSR is to provide quality and timely service to bank customers while processing their transactions. The Customer Service Representative will be responsible for assessing the customer needs and cross-sell bank products enabling the branch to achieve its goals. As a vital member of the retail team, they will assist in all aspects of the daily operations of a branch.Engagement and Process improvementAssist customers with determining whether the representative can complete their banking needs. Answer questions about account types and banking products, such as CDs, money market accounts, loans, and credit cards.Resolve customer service issues in a professional and prompt manner. Answer customer questions about basic banking services, such as account balances and interest rates and fees. Help customers protect their accounts by reviewing suspicious activity, reversing transactions, and reissuing compromised debit and credit cards.Represent the Bank in various community and CRA functions to further enhance its image and develop additional business.Adaptability, flexibility, and ability to work branch hours, including weekends. Cover other branches, when necessary, based on business needs.Assist in achieving goals as described in branch’s Business Growth Plan.Sales and financial performanceDeliver exceptional customer service andidentifyopportunitiestopromoteandcross-sellproductsandservicesthatservethecustomer’sneedsandsupportthegrowthandprofitabilityofthebranchandthebank.Knowledgeability aboutthird party vendor products, to gain fee income. Submit referralsto other areas of the bank when appropriate.Develop outside calling skills by working with other team members under the guidance of the Market Manager.Retail operationsBe knowledgeable of all the bank’s products and services.Adhere to all bank policies and procedures. Adhere to branch opening and closing procedures. Understand procedures to be followed in case of robbery or other emergency. Adhere to all banking regulations to ensure compliance.Perform new account reviews for the branch.Process deposits, checks, loan payments and other transactions in an accurate manner according to policies and procedures. Maintain cash drawer levels set by management.Assist with daily and monthly dual control tasks. Perform ATM settlements and handle ATM monitoring procedures to resolve first line ATM issues when needed.Open new accounts, including personal and business.Perform other related duties as assigned. Which include but are not limited to; assisting customers who are victims of fraud, theft, or identity theft. Assisting customers with replacing lost or stolen credit or debit cards and any other account maintenance.Skills, Knowledge & Ability:Excellent verbal and written communication skillsProject a professional corporate image both in person and over the telephoneStrong computer skills including Microsoft Word and ExcelAbility to work independently and in a team atmosphereGood analytical skills to assess and evaluate customer needsAbility to work well under pressureHigh degree of accuracyStrong work ethicStrong organizational and multi-tasking skillsKnowledge of teller and core processing programsKnowledge or various Federal Regulations, including but not limited to, Bank Secrecy act, Community Reinvestment act, Americans Disability Act, Gramm-Leach-Bliley Act, Regulation E.Education/Experience:Two years prior banking experience, including head teller experience.Prior sales experience preferred.High School Diploma or Equivalent required; College degree preferred.Experience with various banking equipment such as scanners, teller, and CSR terminals,ATM and coin machinePI8dfc5e9f6b40-30511-38826171

Created: 2025-11-24