Teller/CSR

Job Description

Job Description

Description:

Under general supervision and in accordance with established bank policies and procedures, the Teller/Customer Service Representative (CSR) performs a combination of teller and account service duties within a branch environment. This position provides prompt, accurate, and professional customer service while supporting deposit growth, operational accuracy, and regulatory compliance.

The role may function on the teller line, at a customer service desk, or in a drive-through/walk-up setting. Employees are expected to cross-train and flex between teller and CSR responsibilities based on branch needs.

Responsibilities:

Customer Service Representative Functions

• Represents the bank to the customer in a courteous, professional manner, and provides prompt, efficient and accurate service.
• May open new accounts, prepare paperwork, and upload information.
• Order checks, as necessary.
• Prepare debit cards.
• Actively cross-sell the bank’s services in a professional manner.
• Answer questions and solve problems for customers and branch staff concerning all services provided by the bank by listening to problems, collecting data, securing answers, and reporting results to the inquiring party.
• Has various duties such as safe deposit box entry or inventories, redemption of bonds, telephone transfers, etc.
• May, at times, handle customer service functions for other departments (i.e., resetting electronic banking passwords).
• Complies with and adheres to AML/CFT (BSA) to include CIP, CDD, EDD, CTR and SAR, as well as numerous other bank policies, procedures, rules, and regulations.
• Performs other duties as specifically assigned by immediate supervisor.

Teller Functions

• Represents the bank to the customer in a courteous, professional manner, and provides prompt, efficient and accurate service.
• Receives checks and cash for deposit to savings and checking accounts, verifies deposit amounts, examines checks for endorsement and negotiability, and separates and/or scans work to be sent to processing.
• Cashes checks and pays money from checking and savings accounts upon verification of signatures and customer account balances. Inspects all checks, bonds, money orders, cashier’s checks, and so forth to determine their negotiability.
• Ensures that proper holds are placed on items, as necessary.
• Handles transactions such as processing Visa/MasterCard transactions and issuing cashiers checks or money orders.
• Cross-sells bank services, explaining various types of accounts and certificates. Suggests the use of safe deposit boxes, ATM, On-Line Banking, Mobile Banking, Remote Capture, etc.
• Receives payments on consumer and mortgage loans and ensures that these payments are applied to the proper accounts.
• Balances teller window and verifies teller cash through Silverlake Teller, our in-house teller system, at the end of the day.
• May at times assist with balancing branch activities and performing branch end-of-day.
• Complies with and adheres to AML/CFT (BSA) to include CIP, CDD, EDD, CTR and SAR, Sanctions Risk Monitoring Program (OFAC) & Reg CC Policies & Procedures, as well as numerous other bank policies, procedures, rules and regulations.
• Performs other related duties as specifically assigned by immediate supervisor or other management personnel.

Operational & Compliance Responsibilities

• Maintains strict confidentiality of customer and Bank information.
• Complies with all federal and state banking regulations and internal policies.
• Completes required regulatory and Bank training (BAI, KnowBe4, and other assigned courses).
• Supports branch operational integrity and participates in audit and risk-management processes.

Performs other duties as assigned by management.

Required Skills & Abilities:

• Customer-focused mindset with strong interpersonal skills
• Accuracy and attention to detail
• Sales awareness and cross-selling ability
• Sound judgment and problem-solving skills
• Ability to manage multiple tasks in a fast-paced environment
• Integrity and commitment to regulatory compliance

BEHAVIORAL EXPECTATIONS

• Demonstrates integrity, professionalism, and ethical conduct in all interactions.
• Treats customers and coworkers with respect, fairness, and courtesy.
• Maintains a calm and professional demeanor during high-volume periods or challenging situations.
• Supports Arthur State Bank’s commitment to teamwork, accountability, and community service.
• Adheres to attendance, reliability, and workplace conduct standards.

Education and/or Work Experience Requirements:

• High school diploma or equivalent required.
• Two (2) years of teller, retail banking, or related financial institution customer service experience preferred.
• Successful completion of internal Teller/CSR training program.
• Working knowledge of core banking systems (Silverlake or similar platform preferred).
• Strong attention to detail and accuracy in cash handling.
• Professional verbal and written communication skills.
• Ability to build rapport and identify customer needs.
• Basic proficiency in Microsoft Office and general computer applications.

Physical Requirements & Working Conditions:

• Primarily indoor retail banking environment.
• Frequent standing while performing teller duties.
• May work extended hours during peak customer traffic or month-end balancing.
• Exposure to robbery risk; must follow established security procedures to minimize risk.

Reporting Relationships

Reports to the Branch Manager, Branch Supervisor, or Head Teller depending on branch structure.