Customer Service Representative

Department: Retail

Reports to: Branch Manager or Assistant Branch Manager

FSLA: Non-Exempt

Last Modified: 11.22.24

Job Summary:

The Customer Service Representative is responsible for accurately and courteously meeting new and existing customer account needs; participating in daily branch activities including growth initiatives and goals, the ability to perform financial activities for customers, operational compliance, superior customer service, and bank directed initiatives. May be involved in community initiatives to support the development of relationships in the areas the Bank serves.

Essential Functions:

• Actively builds and develops customer relationships by identifying customer needs and making appropriate referrals and/or recommendations for Bank products and services in alignment with the Bank’s growth goals.
• Responsible for knowing the Bank’s range of products and services and identifying opportunities to refer customers to other lines of business and/or vendors that may provide needed services.
• Responsible for performing customer inquiries or transactions including but not limited to opening and servicing consumer and business accounts and loan applications.
• Completes a variety of teller functions for customers in person, through the mail, or as assigned.
• Understands and follows Federal and State banking regulations and adheres to Bank policies, procedures, and security.
• Provide professional, courteous, and efficient service to all internal and external customers as established by communicated expectations and in alignment with the Bank’s service standards.
• May be required to work in multiple locations regularly.
• Performs other duties as assigned.

Education, Skills, and Experience Required:

• High school diploma or equivalent and a minimum of 1 or more years of experience in customer service, preferably in a banking environment; or equivalent combination of education and experience.
• Familiarity with computer applications.
• Superior customer service, excellent communication and organizational skills.
• Be punctual with scheduled work and use time appropriately.
• Perform duties in a conscientious, cooperative manner.
• Maintains a professional appearance.
• Able to consistently treat others with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
• Commitment to achieving personal and team growth and success through an understanding and commitment to the Bank's sales culture goals.
• Ability to participate in community activities on occasion.

Physical Requirements and Working Conditions:

• Must be able to spend extended periods of time operating a computer keyboard and working at a computer monitor.
• Must be able to sit or stand for extended periods of time while waiting on customers.
• Must be able to lift cash boxes and currency/cash bags of approximately 20 pounds.
• Requires periodic travel to-and-from locations within the Bank’s geographic area.
• Workspaces are generally comfortable and pleasant.