Lead CSR- Sioux Falls (Full Time)

Job Description

Job Description

CORTRUST BANK
The mission of this bank is to profitably deliver high quality customer service that meets the financial needs of our community, its businesses, and its citizens. No line of financial services is beyond our charter.

CorTrust Bank is seeking a full-time Lead Customer Service Representative in our Sioux Falls Community!

It's more than just a job! When you join one of the region's leading community banks, you can expect a family atmosphere committed to building outstanding teams. We believe in the overall well-being of our employees and work hard to provide the best opportunities for growth. We're proud to offer a competitive compensation package that includes perks like a 401k with employer match, Employee Stock Ownership Plan, insurance coverage options, paid time off, service awards, community service opportunities, an Employee Assistance Program, and a stable work environment.

Summary: The Lead Customer Service Representative directly supports our customers and branch operations by leading a team of customer service representatives, engaging with customers, processing teller transactions, and performing administrative and reporting duties.

Key areas of responsibility:

Customer service & leadership:

• Respond professionally and courteously to general, specialized, and escalated customer situations, complaints, and requests.
• Ask questions and use enhanced product knowledge to recognize client needs, recommend products and services, and make referrals to our business partners when possible.
• Lead, train, and schedule Customer Service Representative team members to uphold branch compliance, operations, and customer service standards.

Transactions & cash handling:

• Accurately complete basic and complex teller transactions such as CD redemption, international wire transfers, credit card cash advances, and more.
• Oversee customer identification procedures to ensure accuracy and compliance with name and signer changes, customer debit card management, and additional customer maintenance functions.
• Open new personal, business, and specialized (trust, estate, and commercial) deposit accounts, using enhanced knowledge of Bank products and services to help customers choose the best account to fit their needs.
• Oversee branch cash handling and reporting, including balancing drawers and ATMs, filing Currency Transaction Reports (CTRs), monitoring cash levels, balancing the branch vault, maintaining branch balancing records, and processing buy/sell orders with the Fed.
• Process write-off accounts and manage adverse action notices.

Administrative & internal controls:

• Lead staff in adherence to all CorTrust policies, procedures, and federal banking regulations, and complete all required security and regulatory training in a timely manner.
• Complete monthly internal control checklist and oversee the completion, delegation, and retention of branch procedures and documents.
• Maintain branch equipment, supplies, and process accounts payable transactions unless otherwise delegated.
• Manage physical branch security by updating keys, fobs, alarms, and updating call lists.
• Other duties as assigned.

Key competencies:

The ideal candidate for Lead Customer Service Representative possesses a combination of education and experience to be able to perform key areas of responsibility for this position with little supervision, managing multiple projects simultaneously. They adapt easily to system, process, product, and service changes, and are able to reason, problem solve and think critically. They must demonstrate a high level of integrity, personal diplomacy, and respect and be willing to invest in the ongoing mentorship of a team. Knowledge of Federal banking regulations and industry workflow is required. Must be able and willing to abide by all Bank policies, procedures, and Federal banking regulations.

CorTrust is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.