Customer Service Specialist

Customer Service Specialist (CSS)

Pathfinder Bank is seeking a Customer Service Specialist (CSS) to provide leadership and operational support within a community banking and financial services environment. This role supports customer service operations, CSR team leadership, cash and vault management, transaction processing, and relationship development, helping ensure efficient branch operations while delivering a high level of service to customers.

Join a team that values your expertise and your community. At Pathfinder Bank, you are more than an employee. You are a valued member of a team that takes pride in helping local businesses and communities grow. When you join us, you become part of a people-first culture built on respect, development, and service.

We offer:

• Competitive compensation and benefits, including health coverage, 401(k) with company match, and paid time off
• Opportunities for career growth and internal mobility within a community bank
• A supportive team environment focused on employee development and engagement
• A community-focused culture with opportunities to give back locally

Position Summary

Coordinates and supports daily Customer Service Representative operations within the branch to ensure customer transactions and operational responsibilities are completed accurately, efficiently, and with a high level of customer service. Provides working leadership and guidance to CSR staff through work assignments, coaching, mentoring, and technical support.

This role supports daily staffing, cash and vault management, customer transactions, operational compliance, and branch sales and service activities. Identifies customer needs, recommends appropriate products and services, and makes qualified referrals while helping foster a collaborative, customer-focused branch environment.

Essential Functions

• Deliver exceptional customer service while maintaining the confidentiality of customer records and information
• Process retail and commercial transactions, including deposits, withdrawals, loan payments, and check cashing, accurately and efficiently
• Promote Bank products and services, identify customer needs, and make appropriate referrals to team members and other lines of business
• Provide working leadership, coaching, mentoring, and technical guidance to Customer Service Representatives
• Coordinate daily CSR activities and work assignments to support effective branch operations and customer service
• Oversee and assist with retail banking transactions for personal and commercial customers
• Maintain appropriate cash levels at CSR stations and within the vault and oversee vault security and teller alarm equipment
• Assist CSR staff with balancing, researching differences, transaction processing, and other operational responsibilities
• Ensure adherence to Bank policies, procedures, internal controls, and applicable regulatory requirements to support satisfactory branch audit results
• Assist with opening and closing deposit accounts and processing loans to support platform staff and Universal Bankers as needed
• Provide coverage within the assigned branch and at other branch locations as business needs require
• Support branch sales and service initiatives and actively participate in branch incentive programs
• Demonstrate teamwork by proactively assisting branch colleagues and actively participating in Branch Team meetings

Requirements

• High school diploma or equivalent
• 3 or more years of banking experience
• Strong knowledge of Customer Service Representative duties, branch operations, and applicable Bank policies and procedures
• Knowledge of basic platform responsibilities, including the ability to open accounts and process loans
• Demonstrated leadership, coaching, and training skills
• Excellent customer service and communication skills
• Strong transaction processing, cash handling, and balancing skills
• Ability to identify and research transaction differences and resolve operational issues
• Ability to provide guidance and direction to team members while working collaboratively with branch management
• Ability to obtain required internal training and certifications applicable to the position
• Ability to travel to other branch locations during the workday as needed

Preferred Qualifications

• ABA Supervisor Certificate or equivalent supervisory banking education
• Additional ABA or equivalent banking-related certification
• Previous experience providing lead or supervisory coverage within a branch environment
• Notary Public commission
• Some college education
• Basic knowledge of Human Resources policies and processes related to personnel actions
• Community involvement