Customer Service Representative

Position Title: Customer Service Representative

Reports to: Lead Customer Service Representative

Classification: Non-Exempt

Revised: June 2026

Scope:

The Customer Service Representative position is responsible for demonstrating excellent customer service in accordance with the banks core values. Greet and assist customers in a friendly and timely manner via telephone, email and in person. Handle daily transactions such as checking and savings deposits, withdrawals, payments, advances, purchases, balancing, etc., while ensuring a positive interaction with customers.

Have a working knowledge of bank products and services and cross sell when appropriate. The CSR is responsible for understanding the daily routines of the department and assists the Lead CSR or other departments with duties as needed. Maintain a complete understanding of regulatory and compliance policies and procedures. Must be able to work flexible hours and days & responsible for fulfillment of all job accountabilities.

Accountabilities:

Customer Service: 50 %

• Develop and demonstrate a working knowledge of the Vertex, Synergy, and Silverlake system for correct processing of transactions.
• Perform paying and receiving functions for customers. This will include taking deposits, withdrawals, and transfers from customers. Additionally, the CSR may sell prepaid Access cards, gift cards, bank cashier checks and help customers with additional related services.
• Provide a high level of customer service. This includes understanding customer needs as well as understanding the bank products and services offered. Go above and beyond what the customer expects.
• Support customers with maintenance questions concerning their accounts. This will include address changes, check orders, help with reconciling checkbooks and the like.
• Support customers with additional services such as online banking, bill pay, mobile banking, e-statements, etc.,
• Process night deposits including recording items and certifying currency.
• Follow procedures for allowing access to safe deposit boxes.

Cash Handling: 25 %

• Must keep cash drawer within assigned drawer limits.
• Ensure that the assigned cash balances daily and is kept secure at all times.
• Assist with vault, day vault and coin vault transactions and balancing.
• Assist with daily and weekly ATM functions and balancing.

Business Development: 20 %

• Support the overall location sales effort. Direct sales goals may be established by management for such items as ATM cards, direct deposit, online banking, or referrals for other bank products.
• Participate as part of various retail product campaigns the bank initiates.
• Know and understand other products and services the bank offers. In that capacity, this person will refer customers to the appropriate department in the bank for service. This may include deposit products, loans, WMG, private banking and the like.
• Understand and comply with the related laws and compliance regulations that pertain such as but not limited to BSA, Privacy, Funds Availability Policy, etc.
• Complete required educational opportunities in a timely manner and attend all necessary meetings and educational opportunities as recommended.
• Open and close the location following bank procedures.

Other: 5 %

• As part of the overall team of bank employees, this position may be requested to assist in the support of other bank activities.

Competencies:

Adaptability:

Able to adjust quickly to different work situations and remain composed under pressure and in stressful situations. Must embrace change and see change as an opportunity. Consider themselves as part of a larger bank team and helps build teamwork.

Customer Orientation:

Recognize and respond sensitively to the overall financial needs and priorities of the customer; recognize and take appropriate action to meet their needs; establish an effective working relationship with customers to gain their respect and loyalty. Take ownership of customer issues, placing priority on customer follow-up and striving for error-free work.

Mathematical Skills:

Possess the ability to perform basic mathematical calculations. Those include the understanding of the relationships of numbers and how to perform basic calculations.

Professionalism:

Projects a positive image of the bank to all internal and external customers at all times along with the ability to work well with others. Projects a professional image in dress, manner, communication, and focus. Fiduciary responsibility for safekeeping confidential and sensitive information requires ethics and professionalism beyond reproach.

Sales Skills:

The potential to understand and effectively apply selling techniques to open, develop and close a sale; must be able to create interest in a product and actively cross-sell other products and services. Participate in bank sales campaigns and promotions.

Time and Work Management:

Ability to effectively manage ones time to complete work according to established deadlines. The ability to prioritize tasks to make the best use of time for high priority tasks. Willingness to travel to other locations for support or training opportunities.

Education and Special Requirements:

• High school degree or equivalent along with three to five years of related experience in a customer service bank environment.
• This job requires skills needed in a typical office environment. This includes computer skills with a working knowledge of Word and Excel, be able to type, including the use of ten key, have effective communications skills and utilization of typical office equipment.
• Internal Education: BAI: All Staff, CSR II

Physical Requirements:

• Occasionally lift and carry up to 1525 pounds (e.g., coin bags, office supplies).
• Ability to remain in a stationary position (e.g., standing or sitting) for extended periods.
• Frequent use of hands and fingers for data entry, handling cash, and operating office equipment.
• Visual acuity to read documents, computer screens, and currency.
• Occasional travel to client sites or other bank locations (if applicable).

Position Title: Customer Service Representative II

Reports to: Lead Customer Service Representative

Classification: Non-Exempt

Revised: June, 2026

Scope:

The Customer Service Representative position is responsible for demonstrating excellent customer service in accordance with the banks core values. Greet and assist customers in a friendly and timely manner via telephone, email and in person. Handle daily transactions such as checking and savings deposits, withdrawals, payments, advances, purchases, balancing, etc., while ensuring a positive interaction with customers.

Have a working knowledge of bank products and services and cross sell when appropriate. The CSR is responsible for understanding the daily routines of the department and assists the Lead CSR or other management with duties as needed. Maintain a complete understanding of regulatory and compliance policies and procedures. Must be able to work flexible hours and days & responsible for fulfillment of all job accountabilities. In addition, the CSR will assist the customer in financial planning. This may include opening new deposit accounts such checking, savings, CDs, safe deposit boxes as well as many other additional products such as debit cards, online banking, mobile banking, e-statements, direct deposit, etc.

Accountabilities:

Business Development: 50 %

• Responsible for opening all deposit type products for both consumers and businesses, such as checking, savings, CDs and HSAs.
• Responsible for certain maintenance functions for both CIF level and Account level while adhering to limitations and standards set by management.
• Responsible to cross-sell other bank products as opportunities arise.
• Perform auditing duties to ensure all standards and requirements are met.
• Support the overall location sales effort for various retail products. Direct sales goals may be established by management for such items as CDs, HSAs, DDAs, Savings, ATM cards, direct deposit, online banking, or referrals for other bank products.
• This position will know other products the bank offers. In that capacity, this person will refer customers to the appropriate department in the bank for service. This may include loans, WMG, private banking and the like.
• Understand and comply with the related laws and compliance regulations that pertain such as, but not limited to BSA, Privacy, Funds Availability Policy, etc.
• Complete required educational opportunities in a timely manner and attend all necessary meetings and educational opportunities as recommended.
• Open and close the location following bank procedures.

Customer Service: 35 %

• Develop and demonstrate a working knowledge of the Vertex, Synergy, and SilverLake system for correct processing of transactions.
• Perform paying and receiving functions for customers. This will include taking deposits, withdrawals, and transfers from customers. Additionally, the CSR may sell prepaid Access cards, gift cards, bank cashier checks and help customers with additional related services.
• Provide a high level of customer service. This includes understanding customer needs as well as understanding the bank products and services offered. Go above and beyond what the customer expects.
• Support customers with maintenance questions concerning their accounts. This will include address changes, check orders, help with reconciling checkbooks and the like.
• Support customers with additional services such as online banking, bill pay, mobile banking, e-statements, etc.,
• Process night deposits including recording items and certifying currency.
• Follow procedures for allowing access to safe deposit boxes.

Cash Handling: 10 %

• Must keep cash drawer within assigned drawer limits.
• Ensure that the assigned cash balances daily and is kept secure at all times.
• Assist with vault, day vault and coin vault transactions and balancing.
• Assist with daily and weekly ATM functions and balancing.

Other: 5 %

• As part of the overall team of bank employees, this position may be requested to assist in the support of other bank activities.

Competencies:

Adaptability:

Able to adjust quickly to different work situations and remain composed under pressure and in stressful situations. Must embrace change and see change as an opportunity. Consider themselves as part of a larger bank team and helps build teamwork.

Customer Orientation:

Recognize and respond sensitively to the overall financial needs and priorities of the customer; recognize and take appropriate action to meet their needs; establish an effective working relationship with customers to gain their respect and loyalty. Take ownership of customer issues, placing priority on customer follow-up and striving for error-free work.

Mathematical Skills:

Possess the ability to perform basic mathematical calculations. Those include the understanding of the relationships of numbers and how to perform basic calculations.

Professionalism:

Projects a positive image of the bank to all internal and external customers at all times along with the ability to work well with others. Projects a professional image in dress, manner, communication, and focus. Fiduciary responsibility for safekeeping confidential and sensitive information requires ethics and professionalism beyond reproach.

Sales Skills:

The potential to understand and effectively apply selling techniques to open, develop and close a sale; must be able to create interest in a product and actively cross-sell other products and services. Participate in bank sales campaigns and promotions.

Time and Work Management:

Ability to effectively manage ones time to complete work according to established deadlines. The ability to prioritize tasks to make the best use of time for high priority tasks. Willingness to travel to other locations for support or training opportunities.

Education and Special Requirements:

• High school degree or equivalent along with three to five years of related experience in a customer service bank environment.
• This job requires skills needed in a typical office environment. This includes computer skills with a working knowledge of Word and Excel, be able to type, including the use of ten key, have effective communications skills and utilization of typical office equipment.
• Internal Education: BAI: All Staff, CSR II

Physical Requirements:

• Occasionally lift and carry up to 1525 pounds (e.g., coin bags, office supplies).
• Ability to remain in a stationary position (e.g., standing or sitting) for extended periods.
• Frequent use of hands and fingers for data entry, handling cash, and operating office equipment.
• Visual acuity to read documents, computer screens, and currency.
• Occasional travel to client sites or other bank locations (if applicable).

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