Customer Service Assistant

CUSTOMER SERVICE ASSISTANT

FIRST STATE BANK AND TRUST

MONTICELLO, IL

First State Bank and Trust is currently seeking a full-time Customer Service Assistant to join our team. As a Customer Service Assistant, you'll be an essential part of our team. The Customer Service Assistant serves as the first point of contact for customers, providing a warm and professional experience in person and by phone. This role combines receptionist duties with backup support for the teller line and personal bankers, ensuring smooth branch operations and exceptional customer service. Hours for this position are generally 8:00-5:00 Monday-Friday, with rotating Saturdays 8:00-12:00.

RESPONSIBILITIES

Handles initial contact with customers either by phone and/or in person and directs them to the appropriate person or takes messages when necessary. Greets the customer warmly and professionally when they come into the company. Determines their needs and directs them to the appropriate person. Performs designated clerical duties, such as receiving, sorting and distributing mail. Assists customers with account and balance inquiries, funds transfers, and activating and pinning Debit cards. Keeps the reception area tidy and organized. Supports Deposit Operations by reviewing daily account changes, verifying documentation, monitoring outstanding issues, and coordinating with Retail staff to ensure accurate account maintenance and quality control. Performs a variety of operational tasks including document review and filing, check reorders, returned‑mail follow‑up, report preparation, and gathering supplies or materials for branch locations. As needed, serves as a back‑up for our teller line, by conducting routine transactions within established guidelines, including cashing checks, accepting deposits, processing withdrawals, and handling loan payments. Provide great customer service, including greeting customers warmly and professionally, actively listening to customer needs and address inquiries promptly, and handling customer complaints or concerns with empathy and efficiency. Educate customers about our products and services, including savings accounts, loans, and credit cards. Cross‑sell relevant banking products based on customer profiles. Safeguard customers' personal information and maintain confidentiality. Maintain a professional appearance and demeanor while representing the bank. Remain alert to potential fraud and take necessary precautions.

QUALIFICATIONS

High School diploma or equivalent. Previous experience in banking or customer service preferred. Strong customer service skills. Attention to detail and accuracy.

LEARN A LITTLE ABOUT US

At First State Bank and Trust, we're proud to deliver something increasingly uncommon in financial services: a truly independent, 100% employee‑owned community bank. Fewer than a handful of banks nationwide share our ownership structure, and it's the foundation of everything we do. When you work here, you're not just joining a team - you're becoming an owner with a real stake in our long‑term success. We have built a strong reputation as a trusted financial institution serving seven communities across Central Illinois. With $500 million in assets, we offer a full range of retail and commercial banking services, supported by a growing mortgage banking group and a dedicated trust and wealth management department. You'll find us in Monticello, Champaign, Bloomington, Heyworth, Tuscola, Atwood, and Hammond. If you're a reliable individual who thrives on providing exceptional service and building customer loyalty, consider joining our team as a Customer Service Assistant! Equal Opportunity Employer. Member FDIC. Equal Housing Lender #J-18808-Ljbffr First State Bank and Trust