Customer Service Representative I

Position: Customer Service Representative I Location: Byron, IL Job Id: 149 # of Openings: 1 At Byron Bank, relationships matter. We're looking for a Customer Service Representative who enjoys helping others, building connections, and creating positive experiences for our customers. This is an opportunity to join a supportive team, make a meaningful impact in the communities we serve, and grow your career in banking. About Us Rooted in Our Community Since 1966 Byron Bank was founded on a simple idea: banking should be personal, dependable, and deeply connected to the people it serves. Nearly 60 years later, that vision remains at the heart of everything we do. Since 1966, Byron Bank has stood strong as a community partner, resilient through change, and always focused on people first. Guided by three generations of dedicated leadership, we’ve stayed true to our mission of building lasting relationships, supporting our local economy, and showing up for our neighbors - because that’s what community is all about. Our commitment extends beyond banking. We actively participate in initiatives that support education, local businesses, and community development. By investing our time and resources, we aim to make a positive impact on the lives of our neighbors. Byron Bank is proud to be more than just a bank; we are proud to be a leader in our community. Learn more at: Why Should You Join Us? At Byron Bank, "You Ask, We Help" isn’t just a tagline, it’s our approach to everything we do. We understand what it takes to provide our customers with the level of service they expect and the solutions they need to help them achieve their financial goals. We recognize that our greatest asset is our employees and take great pride in hiring qualified individuals to complement our existing teams. We’re always eager to connect with talented individuals who share our commitment to exceptional service and community impact. Join us and help our customers feel confident about their financial futures-every conversation, every day. What You Should Know About The Role: Job Summary: A Customer Service Representative (CSR) with Byron Bank helps customers with their teller transactions and telephone requests. They process customer transactions efficiently and accurately be it a deposit, loan payment, cashing a check, or answering a telephone call. They actively listen to customers and meet their needs by completing the transaction or referring them to another department. They provide outstanding customer service. Job Duties & Responsibilities: Process a variety of customer transactions including: Account Management-Assist customers with opening and closing accounts, ordering checks, processing address changes, and setting up safe deposit box access. Transaction Processing- Handle deposits, withdrawals, check cashing, and loan payments at the teller line. Issue cashier checks, money orders, gift cards, and license stickers. Issue Resolution-Investigate errors, follow up on customer inquiries. Fraud Mitigation-Verify customer identity, watch for and identify counterfeit currency and fraudulent checks, work with the AML Officer on suspicious transactions. Sales and Cross-Selling-Educate customers on the benefits of bank products. Process and log mail, night drop, and courier bags. Answer customer service calls and complete requests including: Online Banking questions including Zelle. Password resets. Account transfers. Travel Notices. Retail product rate inquiries, fall below fees or dollar amount, or other account questions. Debit card activation and pin questions. CD renewal request. Scan transactions and proof work for Retail and Loan departments. Read, understand, and follow Bank Secrecy Act (BSA) policy to include currency transaction reporting, monetary log reporting, and customer information program. Listen for opportunities to add additional products or services during transaction processing and refer to the corresponding department. Complete required training assigned by Compliance, Human Resources, or BSA departments. Additional Duties & Responsibilities: Balance teller window daily at the end of each business day. Follow bank policies and procedures. Engage in conversations to address current and future needs of our customers. Communicate through telephone and email. Build and sustain effective working relationships with co-workers. Communicate with Manager, identifying challenges and helping eliminate obstacles. This position description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee. Duties and responsibilities may change, or new ones may be assigned at any time with or without notice. Required Skills & Attributes: Communication and Empathy-Strong listening skills with the ability to explain complex financial terms in plan, easily understandable language. Attention to Detail-High degree of accuracy when handling cash and entering customer data to balance cash drawers and general ledgers. Compliance Knowledge- Ability to learn and retain complex banking laws, privacy policies, and security procedures. Tech-Savviness-Comfort with navigating core banking software, CRM systems, and multi-line phone networks. Education & Experience: High school diploma or the equivalent. Customer Service -One year of retail experience required. Cash handling-Processing large sums accurately. Retail Sales-Meeting performance and referral goals. Call Support-Managing high-volume phone calls. Problem Resolution-De-escalating tense customer situations. Tech Expertise-Familiarity with computers, including Microsoft Office products. Physical Requirements: Ability to lift and move 40 pounds. Ability to stand for up to 9 hours. Consistent use of a computer and phone for up to 9 hours. Pay Range: $17.00-$20.00 per hour Compensation Overview: The anticipated hiring range for this position is $17.00-$20.00 per hour, which reflects what we reasonably expect to pay for candidates who meet the standard qualifications for the role. Actual base pay will vary depending on job-related knowledge, skills, credentials, experience, and location. 401(k) with match Health savings account Life insurance Paid time off (vacation, sick, and volunteer) Work Location: Byron Equal Employment Opportunity: Byron Bank provides equal opportunity for all employees and applicants for employment and makes all employment decisions without discrimination on the basis of race, religion, color, sex (including pregnancy and gender identity), sexual orientation, national origin, age, disability, family medical history or genetic information, political affiliation, military service, disability challenges, marital status, ancestry, status upon discharge from military service, order of protection status or other non-merit based factors (actual or perceived). These protections extend to all management practices and decisions, including recruitment and merit practices, appraisal systems, promotions and training, and career development programs. #J-18808-Ljbffr Byron Bank