Customer Service Specialist

Customer Service Representative

Pathfinder Bank is seeking a Customer Service Representative to support operations within a community banking and financial services environment. This role contributes to customer transactions, deposit account servicing, and day-to-day banking operations, ensuring a high level of service and adherence to banking regulations. Join a team that values your expertise and your community. At Pathfinder Bank, you're not just an employee. You're 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 generous paid time off
• A commitment to career growth and internal mobility
• A community-focused culture with paid volunteer opportunities
• A supportive team that truly values your contributions

Position Summary:

Fosters a positive and professional customer service experience during all interactions with customers, co workers and third party relationships while adhering to proper customer identification procedures, confidentiality and data protection requirements. As part of the branch team, this position is responsible for processing customer transactions, supporting daily branch operations, and delivering an exceptional customer experience. This role supports branch performance by identifying customer needs, making appropriate referrals, and maintaining a strong focus on accuracy, efficiency, and risk management. Must be organized, detail oriented, and comfortable working in a fast paced environment.

Essential Functions:

• Deliver exceptional customer experiences, including proactively greeting customers, using their name, and ending each interaction in person or by phone by saying, "Thank you for banking with Pathfinder Bank," while maintaining confidentiality of all customer records and documents.
• Process a variety of retail and commercial transactions, including deposits, withdrawals, loan payments, and check cashing in an accurate and efficient manner. Assist with support work.
• Promote the Bank's products and services and refer customers to the appropriate sales personnel. Answer customers' routine banking questions and refer complex inquiries to management.
• Verify check endorsements and funds availability and disburse cash to customers in the conduct of transactions and according to policy. Issue receipts to customers for transactions processed to provide a record of activity. Balance daily work, adhering to all procedures stated in the employee difference policy.
• Update customer contact information on an ongoing basis to ensure we have the most accurate information in the event the Bank needs to contact the customer.
• Understand and adhere to risk and regulatory standards, policies, and controls. Identify risk-related issues needing escalation to management.
• Proactively assist other branch colleagues and actively participate in branch team meetings.

Requirements:

• High school diploma or equivalent
• At least one year of customer service experience
• 1-3 years of banking experience or cash handling experience
• Professional in appearance and conduct
• Intermediate computer skills (Microsoft Office and Outlook)
• Basic mathematical functions
• Ability to work as part of a team and assist other team members
• Ability to adapt to change
• Attention to detail and quality of work
• Ability to multitask
• Positive attitude

Preferred Qualifications:

• Previous sales or referral making experience
• Community involvement